Examples of unreasonable behaviour

We may consider a complainant to be unreasonable if they:

  • persistently make the same complaint with minor additions or variations, and do not accept the outcome of our investigations
  • make the same complaint through a number of routes, such as different officers, business centres, councillors, MP etc in the hope of achieving a different outcome by putting pressure on staff and others
  • question a historic decision or action we have made or taken which cannot be changed
  • behave in a deceitful, abusive, offensive or threatening way towards staff
  • question staff qualifications or judgement without justification or evidence
  • submit falsified documents, changing their statement part way through or denying statements made
  • introduce further issues while the complaint is still being dealt with which prevents the original complaint being investigated and resolved
  • change aspects of or the basis of the complaint once the investigation is underway and/or seeking a different desired outcome
  • make excessive demands on staff through frequent contact which is often lengthy and complicated and expecting an immediate response
  • want their complaint to be dealt with in a way which is unrealistic or incompatible with our adopted complaints procedure, good practice or the law
  • refuse to co-operate with the complaints process
  • refuse to specify what the complaint is despite offers of help.