Purpose: To provide clear guidance on how complaints are managed and how vexatious complaints are
addressed.
Introduction
This document outlines the procedures for handling complaints and the policy for managing vexatious
complaints. It ensures fairness, transparency, and accessibility for all individuals interacting with Care and
Repair Edinburgh.
We want to hear comments on our performance so for the future we can improve the services we offer.
Anyone, no matter who they are, can raise concerns or comment on our service. If you wish you can ask
someone else to make a complaint on your behalf. All comments and complaints will be dealt with
confidentially.
Care and Repair Edinburgh aims to provide a high-quality service. If you feel we have failed, or if you want
to tell us about something we have done well, please follow the outlined steps in this policy, and we will
adhere to the outlined procedures.
Additional Information
In line with GDPR, all complaints and related correspondence will be logged for monitoring and evaluation.
We are committed to making the complaints process accessible to all, including providing assistance where
needed.
What to do if you wish to make a complaint / comment
If you feel comfortable about speaking to the member of staff you have been dealing with, or previously
dealt with, please tell them that you are dissatisfied/have a positive comment. If you have a complaint,
they will discuss the details with you and take any action required. They will also make a record of your
complaint for monitoring and evaluation purposes.
We would hope that any problems or concerns can be dealt with satisfactorily in this way and at this point.
If you do not want to speak directly to the member of staff concerned, or do not feel that your complaint
has been addressed appropriately, then please proceed to the next stage.
What to do if you wish to make a formal complaint
Stage 1 – Write to the Operations Manager
Please write or telephone with details of your complaint to:
The Operations Manager
Care and Repair Edinburgh
Causewayside House, 160 Causewayside
Edinburgh
EH9 1PR
Your complaint will be acknowledged within 5 working days.
The Operations Manager will deal with your complaint as quickly as possible and will keep you informed
of progress. The job of the Operations Manager is to facilitate a quick and satisfactory response to your
complaint and to be a clearly identifiable person for you to deal with.
The Operations Manager will try to respond to your complaint within 20 working days, but if it is going to
take longer you will be given the reason for the delay. You will be notified in writing of any decision on
your complaint and of any action which is being taken, where appropriate.
We hope that the situation will be resolved to your satisfaction at this stage and that no further action will
be required. However, if you are not happy with the response given by the Operations Manager, then
please move on to Stage 2.
Stage 2 – Write to the Director
If you feel that the situation has not been resolved by the investigation in Stage 1, you can write to the
Director. Your complaint will be acknowledged within 5 working days, and we will try to give a final
response within 20 working days.
Stage 3 – Making an Appeal
If you are not satisfied with the outcome at the end of Stage 2 you can appeal to the Appeals Panel. You
must do this within 20 working days of receiving the Director’s letter. The Appeals Panel will consist of
members from the Board of Trustees. The Panel will investigate the complaint and will meet with you if
you wish.
The Appeals Panel can be contacted by writing to:
The Board of Trustees
Care and Repair Edinburgh
Causewayside House, 160 Causewayside
Edinburgh
EH9 1PR
The decision of the Appeals Panel will be final.
Vexatious Complaints Policy
Introduction
A vexatious complaint is one that is made with the intent to cause disruption, annoyance, or undue burden
rather than to raise a genuine concern. These complaints may be repetitive, unfounded, or pursued in a
manner that is unreasonable and disproportionate.
Examples of Vexatious Complaints
Complaints may be considered vexatious if they exhibit one or more of the following behaviours:
• Persistent repetition of the same issue after it has been fully investigated and resolved.
Example: A complainant continues to email daily about a matter that was closed months ago.
• Unreasonable demands for immediate responses outside normal procedures.
Example: Insisting on speaking only to the Director and refusing all other channels.
• Refusal to accept evidence or outcomes without valid reason.
Example: Rejecting documented proof and continuing to allege wrongdoing without new
information.
• Harassment or intimidation of staff through excessive communication or aggressive tone.
Example: Sending multiple threatening messages or making personal attacks on staff members.
• Complaints made to disrupt operations rather than resolve an issue.
Example: Submitting numerous complaints on trivial matters with no genuine impact on service.
Policy Approach
All complaints will initially be treated seriously and investigated in line with our standard procedures and
Care & Repair Edinburgh will always start by treating any complaint as genuine and apply fair investigation
procedures as outlined above.
If a complaint is identified as vexatious, the Care & Repair Edinburgh reserves the right to:
• Limit or restrict communication channels with the complainant.
• Decline to investigate repetitive or unfounded issues.
• Escalate the matter internally for review and appropriate action.
Decisions to classify a complaint as vexatious will be documented and approved by senior management to
ensure fairness and transparency.
Managing Vexatious Complaints
Care & Repair Edinburgh is committed to handling all complaints professionally and respectfully, even in
challenging circumstances. When a complaint is considered potentially vexatious, our approach prioritises
fairness, transparency, and compliance with legal and regulatory requirements.
As outlined, we maintain clear definitions of what constitutes a vexatious complaint and these criteria
ensure consistency in how such matters are addressed.
To manage these situations effectively, in line with GDPR, we keep detailed records of all communications,
including dates, times, and the nature of interactions. This documentation supports transparency and
provides an accurate account should the matter require further review.
Decisions regarding vexatious complaints are made collaboratively, with staff seeking guidance from senior
management before taking action. This process helps ensure impartiality and alignment with our
organisational policy.
Any measures taken will always be proportionate, fully documented, and compliant with legal and
regulatory requirements. Our goal is to resolve issues constructively while safeguarding the wellbeing of
staff and maintaining high standards of customer care.
