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Vexatious and Persistent Complainants

Erewash Borough Council is committed to dealing with all complaints fairly and impartially and welcomes complaints as a way to improve the service that we provide. Most complainants interact in a polite and reasonable manner, however during the course of its normal business the Council receives a small number of unreasonably persistent or vexatious complaints as a proportion of its ongoing business.

While small in number, these complaints can take up a disproportionate amount of officer time, which can impact upon the delivery of services for other residents and visitors or result in unnecessary costs for council taxpayers.

The guidance for dealing with Unreasonably Persistent Complainants and Unreasonable Complainant Behaviour Policy [PDF 125KB] identifies:

  • Situations where a complainant, either individually or as part of a group, may be considered to be vexatious or persistent
  • What action can be taken to stop or curtail this behaviour
  • Considerations before action is taken
  • Who can decide to implement such action
  • How to implement the action
  • What can the complainant do to challenge the decision of the Council