A vexatious or malicious complaint is one that is unfounded, intentionally misleading, or made with the purpose of harassing, intimidating, or undermining staff rather than seeking a genuine resolution to a legitimate concern. While patients and service users have the right to raise complaints, abuse of the complaints process can have a negative impact on healthcare providers, diverting resources away from patient care and affecting staff morale. We reserve the right to close any complaint that is deemed malicious of vexatious, and address this under a Zero Tolerance policy.