7. Managing unreasonable complaints and/or unacceptable behaviour

7.1 Basic principles and expectations

The Church values complaints as an important tool in enabling individuals to raise matters of concern. However, on occasion complaints may be received which are in a form which cannot sensibly be responded to; are frivolous or vexatious; or where the complaint has no reasonable prospect of being upheld. In such cases, the Solicitor of the Church will report accordingly to the Governance Group of the Assembly Trustees, which will determine whether or not the complaint will be taken further.

Where a complainant behaves in an unacceptable way (for example exhibiting aggressive or abusive behaviour, or making unreasonable demands) the complaint procedure may be restricted or brought to an end.

If action to restrict or deny access to the CHP is deemed necessary, the complainant will be advised of this and of the reasons for this decision.