Unreasonable Complaint Behaviour
Fareham Borough Council cares about its customers; we are thoughtful about others and treat everyone with compassion and we expect to be treated in the same way by our customers.
We recognise there are occasions when a customer contacts the Council they may be upset, frustrated or angry over a situation and may express themselves in a way that is unreasonable or unacceptable, but, unreasonable behaviour at any time can impact on the wellbeing of employees. It can hinder complaint investigations, and can prevent us from providing services to both the individual but also to other service users.
The Council's Unreasonable Complaint Behaviour policy sets out the process when complaint behaviour begins to steer towards becoming unreasonable and how we will respond to those sitations. It also sets out how that process can be escalated to applying the policy and putting measures in place to maintain contact but in an acceptable way.
(108 KB)