Persistent or Vexatious Policy 

My staff and I treat all enquiries, whether they are made by letter, phone or by email the same:

• you will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with us at all times.

• we will treat your issue or request for help in confidence within the office

• we will deal with your request promptly and in a timely manner in accordance with the issue or assistance requested.  

• we will where possible keep you updated on the progress of your case and may need to request additional information from you.

• we sometimes have to liaise with a third party or another agency to help resolve the issue which may cause delays to my office being able to respond to your initial request.

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I do not expect my staff to tolerate unacceptable behaviour by any constituent or any stakeholder. Unacceptable behaviour includes behaviour which is abusive, offensive or threatening and may include:

• Using abusive or foul language on the telephone

• Using abusive or foul language face to face

• Any form of intimidating or threatening behaviour

• Sending an excessive number of emails

• Leaving an excessive number of voicemails​

I will act to protect my staff from such behaviour. If anyone behaves in a way that is unreasonably persistent or vexatious. 

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We will initially issue a warning and a request that the behaviour changes.

Should there be continued inappropriate behaviour it will result in my staff ceasing speaking directly with you. Further correspondence will be in writing.

If unacceptable behaviour continues towards my staff, then we will cease all correspondence for a 3-month period.

In extreme cases, depending on the severity of the unreasonable or vexatious behaviour it will be reported to the police.