Guidance notes on unreasonable complainant behaviour

2.1          The Sub-Committee has adopted the definition used by the Local Government Ombudsman. Unreasonable complainant behaviour occurs where: -

• There is repeated or obsessive pursuit of a complaint which appears to have no substance or which has been investigated and determined.
• The contact may be amicable but still places significant demands on officer or Member time, or may be very emotional and distressing for all involved.
• There is an escalation of behaviour which is unacceptable, for example abusive, offensive or threatening behaviour.

2.2          Examples include the manner in which or frequency that complainants raise their complaint with the Sub-Committee, or how complainants respond when they are told of decisions regarding their complaint. Examples of unreasonable behaviour.