We will always aim to provide the highest possible standard of service to all of our customers but we understand that there may occasions where this isn’t possible.
We want to provide a service that is accessible to all of our customers and one that is fair and consistent. So if you're not happy with a service you have received from us, we’ll do everything we can to resolve things to your satisfaction.
When is a Complaint Considered to be Unreasonable?
There are some occasions where we might feel that a complainant has put forward unreasonable demands or their contact with us has become excessively persistent.
We recognise that people may act out of character when things are not going right. We understand that people may be forceful or simply determined when trying to get a solution to a problem and would not deem this as unacceptable behaviour.
However, there may be cases where we feel a complainant has put forward unreasonable demands or where their contact becomes excessively persistent. In these cases we may consider their behaviour to be 'vexatious'.
Some examples of what may be considered vexatious behaviour include:
- Demanding a response within an unreasonable time-scale
- Continual phone calls or letters
- Repeatedly changing the substance of the complaint
- Repeatedly raising unrelated concerns
- Not clearly identifying the precise issues that need to be investigated, despite reasonable efforts to help them
- Denying receiving an adequate response in spite of correspondence specifically answering their questions.
How will Rosebery deal with Vexacious Complaints?
We will always try to ensure all complaints are properly investigated and handled in line with our complaints policy and procedure.
On the rare occasion where we feel a complainant’s behaviour is vexatious a decision will be made as to how best we can proceed and resolve their complaint. In some circumstances we may feel it necessary to restrict our services. Restrictions might include:
- Limiting contact from the complainant to one named member of staff
- Restricting phone calls so that they are only made at specific, agreed times
- Agreeing one method of communication with the complainant for example, written communication only.
- Informing the complainant that we will not respond to any further correspondence relating to a particular topic of their complaint.
If we feel that it's necessary to apply any restrictions then we will, where possible, try to maintain at least one form of contact with them. Where possible, we will notify them of any restrictions that have been applied and how long the restrictions will be in place.
If we receive new complaints from someone who has previously been considered vexatious they will be considered on their own merits. We will not make assumptions that every complaint they make is vexatious.