CHG830 - Dealing with complaints: Persistent complainants and unreasonable behaviour

A very small number of customers pursue the same issue repeatedly, even though we have done all we can to settle the matter. This can affect staff wellbeing, take up excessive amounts of time and delay us dealing with other customers.

When this happens, always make sure we have offered the customer the opportunity and told them how to escalate their complaint, including to the Adjudicator and the Parliamentary and Health Service Ombudsman where appropriate.

Our aim should always be to deal with this behaviour quickly and effectively and steer our customer relationships in a positive direction. 

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