Stoke Poges Parish Council

Vexatious Complaints policy

May 2026

A policy for dealing with abusive, persistent or vexatious complaints and complainants.

Introduction

  • This policy identifies situations where a complainant, either individually or as part of a group, or a group of complainants, might be considered to be habitual or vexatious. The following clauses form the Parish Council policy for ways of responding to these situations.
  • In this policy the term habitual means ‘done repeatedly or as a habit’. The term vexatious is recognised in law and means ‘an action or complaint brought without sufficient grounds, primarily to cause annoyance or disruption’. This policy assists in identifying and managing persons who seek to be disruptive to the Parish Council through pursuing an unreasonable course of conduct.
  • The term complaint in this policy includes requests made under the Freedom of Information Act 2000 and the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. Reference to the Complaints Procedure is, where relevant, to be interpreted as including requests under those Acts.
  • Habitual or vexatious complaints can be a problem for Parish Council staff and Members. They can be time consuming and divert resources in terms of Officer and Member time. While the Council endeavours to respond with patience and fairness to all complainants, there are occasions where there is nothing further which can reasonably be done to assist or to resolve a perceived issue.
  • Raising legitimate queries or criticisms of a complaints procedure as it progresses should not in itself lead to a person being regarded as vexatious. Similarly, dissatisfaction with the outcome of a complaint, including repeated challenge of that outcome, does not automatically result in a complainant being classified as vexatious.
  • The aim of this policy is to ensure all complainants are treated in a way that is demonstrably consistent, fair and reasonable, while protecting Parish Council resources and staff wellbeing.

Habitual or Vexatious Complainants

  • For the purpose of this policy the following definitions of habitual or vexatious complainants will be used:
    • The repeated and/or obsessive pursuit of:
      • unreasonable complaints and/or unrealistic outcomes; and/or
      • reasonable complaints in an unreasonable manner.
  • Prior to implementation of this policy, the Parish Council will send a summary of the policy to the complainant to provide warning that it may be applied.
  • Where complaints continue and are identified as habitual or vexatious in accordance with Section 3, the Clerk and Chairman of the Parish Council will agree appropriate action to designate the complainant under this policy. Section 4 sets out the options available.
  • The Clerk, on behalf of the Parish Council, will notify the complainant in writing of the reasons for their classification and the action to be taken. Relevant Ward/Unitary Councillors may also be informed where appropriate.
  • The status of the complainant will be kept under review and may be lifted if behaviour improves.

Definitions

  • Stoke Poges Parish Council defines unreasonably persistent and vexatious complainants as those whose frequency or nature of contact hinders the Council’s ability to consider complaints effectively, either for themselves or others.
  • Examples include the manner or frequency with which complaints are raised or responses are received following Council decisions.
  • Features may include (non-exhaustive):

    An unreasonably persistent and/or vexatious complainant may:
    • have insufficient grounds for complaint and pursue it to cause annoyance
    • refuse to specify details of a complaint despite assistance
    • refuse to co-operate with investigation while insisting on resolution
    • refuse to accept matters outside Council jurisdiction
    • refuse to accept matters outside Council control
    • insist on procedures not aligned with Council policy or good practice
    • make repeated complaints about staff handling the case
    • make excessive contact regarding a complaint
    • make unreasonable demands or expectations of staff or process.
    • harass, verbally abuse or intimidate staff using foul inappropriate/racist language, or publish their complaints in other form of media.
    • raise new issues while a complaint is ongoing
    • introduce irrelevant information repeatedly
    • change complaint basis without justification
    • deny prior statements
    • record meetings without consent
    • adopt a ‘scattergun’ approach to multiple organisations, including Members of Parliament and other elected members.
    • refuse to accept complaint outcomes
    • repeatedly raise the same complaint
    • persistently contact multiple routes about the same issue
    • pursue unrealistic outcomes
    • refuse to accept evidence
    • complain about historic or irreversible matters
    • combine multiple behaviours above

Imposing Restrictions

  • The Council will ensure complaints are investigated properly under its Complaints Procedure.
  • The Clerk will consult the Chairman before issuing a warning. The complainant will be written to and asked to modify their behaviour, with possible consequences explained.
  • If behaviour continues, a further letter will be issued restricting contact methods, agreed with the Chairman.
  • Restrictions will be proportionate and normally apply for 3–6 months, subject to review.
  • Restrictions may include:
    • limiting telephone contact via third party
    • requiring written communication only
    • single point of contact
    • restricted call times
    • supervised in person meetings
    • ceasing responses on specific issues
  • The complainant will be informed in writing of:
    • reasons for action
    • nature of restrictions
    • duration
  • A copy of this policy will be enclosed.
  • Continued unacceptable behaviour may result in cessation of contact and investigation closure.
  • Where behaviour is extreme or poses risk, matters may be referred to the Police or legal action without prior warning.

New complaints from complainants who are treated as abusive, vexatious or persistent

  • New complaints will be considered on their merits. The Clerk and Chairman will decide whether restrictions remain appropriate. Legitimate complaints will not be ignored.
  • The complainant’s status and restrictions will be recorded and shared internally on a need to know basis.

Review

  • The Clerk and Chairman will review status after three months and every subsequent three months thereafter, or at the next Full Council meeting.
  • The complainant will be informed of any change to status following review.

Record Keeping

  • The Clerk will maintain records including:
    • name and address of complainant
    • details of restrictions
    • start and end dates
    • reason for classification
    • date of notification
  • Full Council will receive periodic anonymised reports of cases managed under this policy.

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