Expectations of complainant behaviour
The Council appreciates that complaints are sensitive in nature and that complainants may feel passionate about their concerns. Council Officers should, at all times, treat you with respect as an individual, listen to your concerns, providing you with the information as necessary.
The Council also expects complainants to behave in a respectful manner throughout the process. This involves not using unacceptable language, derogatory terms, being personal in nature or threatening, either verbally or in your correspondence to the Council. If complainants decide not to behave in a respectful manner, the Council will take appropriate action to support and protect its staff. We reserve the right to cancel any complaint that contains excessive foul and abusive language. The Council will consider the guidance and good practice advice provided by the Local Government and Social Care Ombudsman in dealing with these matters.
The Council has a Managing Unreasonable Customer Behaviour Policy that outlines the expectations of customers behaviour and what may be put in place to assist and protect all parties.