We realise that it can be frustrating when we do not meet your expectations. In return, you must respect our right to bring abusive, threatening or aggressive phone calls, emails or situations to a close.

In such instances we will ask you to change the way you are behaving and explain what will happen if you don't. We may also have to refuse to provide a service if you cannot deal with us in a normal way.

We have a policy on 'vexatious complaints'. This is when someone repeatedly and obsessively makes an unreasonable complaint or makes a reasonable complaint in an unreasonable way (for example, by making threats).

Our procedure for dealing with those complaints are outlined in 'A guide to our policy on customer care'.