Corporate Complaints Policy - January 2026

The council will not tolerate any behaviour which is considered unacceptable, offensive, abusive, threatening or deceitful. The Council has a duty of care to its employees and as such will take any necessary action to protect council officers.

You will be informed if your behaviour, actions or language is deemed to be unacceptable and provided with an opportunity to reconsider your actions. Should such behaviour continue after this warning then the council will not correspond with the complainant any further about the complaint or decide not to discuss the complaint further on the phone (for example, terminating the call).

Officers will also consider if the unacceptable actions are appropriate for the individual to be considered for inclusion on the Employee Protection Register (EPR). The EPR is a register which informs officers of potentially harmful situations by providing effective information. Where appropriate to do so, individuals will be informed if they have been added to this register.

In cases where it is felt that the behaviour is extreme or threatens the immediate safety and welfare of employees, the council will consider options such as reporting to the police or taking legal action. In such cases, the council may not give any prior warning.

Where any restrictions are put in place we will ensure we can evidence the reasons for this and will keep any such restrictions under regular review.  Any restrictions placed on a complainant's contact due to unacceptable behaviour will be proportionate and demonstrate regard for the provisions of the Equality Act 2010.