Fixated Correspondents

When someone repeatedly contacts us about the same issue, despite having received a full response, consideration may be given to classification as a fixated correspondent.

A person (or their representative or intermediary) may legitimately contact us persistently with different questions about the same subject. It may simply mean there are a variety of different issues, topics or queries that require attention or that promised actions have not been taken. A person with a fixation may repeatedly ask the same question, despite having already received a full response.

We would only formally record an individual as a fixated correspondent when they have:

• exhausted all relevant internal escalation routes
• received a full and final response to all the issues raised, which includes appropriate signposting to any third party/independent review tier

It’s important to note that the term fixation is used on a topic specific basis. Communications from a fixated correspondent regarding a different topic will be processed normally.