Comments, compliments and complaints procedure

We are committed to dealing with complaints fairly and in line with our complaints procedure. We believe that customers and staff have the same rights to be heard, understood and respected.

Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint. In a small number of cases the actions become unacceptable because they involve abuse of our employees or our process. When this happens we have to take action to protect our employees. We consider the impact of the behaviour on our ability to do our work and provide a service to others.

Aims

The aims of the policy are to:

• deal fairly, honestly, consistently and appropriately with all customers, including those whose actions we consider unacceptable.
• provide a service that is accessible to all customers. However, where the council considers a customer’s actions to be unacceptable, we retain the right to restrict or change access to our services (where it is appropriate to do so).
• ensure that other customers, South Lanarkshire Council employees and elected members are not disadvantaged by the acts of customers who behave in an unacceptable manner.
• ensure that the council’s effectiveness is not compromised by customers who act in a manner that makes excessive and unacceptable demands on our resources.

Our Unacceptable Actions Policy has been developed to ensure that our customers and staff are treated equally, fairly and with respect.