Our complaints policy

Unreasonably persistent complaints

We will always follow our complaints procedure for individual stand-alone complaints, so that any customer can reach out to the Local Government & Social Care Ombudsman at the end of the process if they are not satisfied with our response.

We cannot reopen a complaint after a decision has been made by the Local Government & Social Care Ombudsman.

We also can't reopen a complaint that has already been through court/tribunal proceedings, or where a separate appeals process exists.

Where a customer continually contacts us about a complaint we have dealt with, we may determine this contact to be unreasonably persistent and not engage in further correspondence.

This is in line with the Local Government & Social Care Ombudsman's own procedures.

This is because of the nature or frequency of persistent complaints hinders our ability to support other customers.