The company will firstly ensure that the correspondence and/or complaints are being, or have been, investigated properly according to the appropriate procedure. The company recognise that failing to deal with an issue promptly or properly can lead people to behave in ways we might otherwise characterise as vexatious.
If a decision has been taken to record the complaint formally, the company then has to decide on the next steps. This is the point the company may consider whether a complaint is vexatious, persistent, repetitive or otherwise an abuse of process.
Prior to any decision to treat a complaint or correspondence as vexatious etc. the relevant member of staff will issue a warning to the complainant. The complainant will be contacted either by telephone, in writing or by email to explain why this behaviour is causing concern, and ask them to change this behaviour. They will also be warned of the actions that may be taken if the behaviour does not change.
If the behaviour continues, the General Manager (in consultation with the Board) will decide whether to limit contact from the individual and to what extent. Any restriction that is imposed on contact with the company will be appropriate and proportionate, and may be subject to review. The kinds of restriction which may be imposed:
- Limiting contact to a specific mailbox or one named member of staff.
- Refusing to accept phone calls.
- Only accepting telephone contact though a third party for example via a solicitor/friend acting on their behalf.
- Indicating that correspondence will not be responded to unless substantially new matters are raised (this implies that all incoming correspondence will be read).
- Blocking the individual's email address/telephone number so that it is not received by the company (this should only be done in extreme cases after all other avenues have been tried).
When the decision has been taken to apply this policy, the individual will be written to with reasons for the decision and what action the company is taking.
In the rare case where behaviour is considered so extreme or it threatens the immediate safety and welfare of the companies employees, the company may consider other options and the matter may then be referred on to the police.