Querulants: When Complaining Becomes Problematic
In almost every organisation you will find people who express criticism or file a complaint. Not only is this normal, it can also be valuable. However, what if the complaining takes on obsessive forms? When someone completely immerses themselves in a conflict, wants to be right at all costs and in doing so causes harm to themselves and others? Then we speak of querulant behaviour.
What is querulant behaviour?
The term ‘querulant’ comes from the Latin word “querelare”, which means ‘to complain’. In scientific literature it is referred to as querulous paranoia:
“A pattern of behaviour in which someone continues to pursue a personal grievance in an unusually persistent manner, with serious damage to his or her economic, social, and personal interests, and with disruptive consequences for the authorities that try to deal with the complaint.”
Querulants differ from ‘normal’ complainants in their extreme persistence and the disproportionate amount of time and resources invested in their struggle. Their behaviour is experienced as increasingly intense, hostile, and coercive by those around them.
Types of Querulants
There are roughly three types:
- Unusually persistent complainants: this type is most often seen in organisations. This person feels seriously disadvantaged by a group or system.
- Vexatious litigants: they litigate persistently and often without proper or comprehensible substantiation.
- Unusually persistent petitioners: those who continue to submit petitions or requests.
The first group is the most relevant for organisations. What sets them apart is a deep-rooted sense of justice that is often accompanied by a desire for public recognition and satisfaction. They demand that ‘the truth’ be recognised – ideally publicly – and will continue to fight until they believe this happens. A settlement is almost never an option.
What drives and characterises this person?
- A strong sense of injustice that has been done to them.
- Rigidity.
- The firm belief that only they are right.
- Psychological factors such as narcissistic or paranoid personality traits.
- In some cases, paranoid delusions.
The querulant sees his complaints and pushy behaviour as morally right and socially very important. In their eyes, setbacks that come their way during the struggle only confirm that 'the system' is wrong and unfairly against them.
Characteristics of querulant behaviour?
- Repeated complaints, legal proceedings or objections, even if unfounded or illogical.
- Refusal to compromise or mediation or a reluctance to engage in conversation.
- An intimidating, hostile attitude.
- Very extensive, coercive communication, including irrelevant information.
- No receptiveness to arguments from the opposing party.
- Inability to self-reflect.
- No attention or interest in the emotional burden and damage to individual victims.
In practice, we often see that querulant behaviour coincides with stalking: in addition to procedures, a specific person is repeatedly and personally harassed.
What is the impact?
The impact and damage are huge. In addition to the emotional damage, which sometimes leads to traumatic experiences for employees, the querulant demands a great deal of time from those who must deal with the complaints. It regularly leads to employee absenteeism.
The trend seems to be that organisations are increasingly struggling with querulant behaviour, and in doing so, they often do not sufficiently realise that it is a psychologically complex phenomenon that cannot simply be stopped.
To limit further damage and prevent escalation, a thorough analysis, expert interpretation and a customised approach are required.
What can DANTES do for you?
We have expertise and years of experience in guiding organisations that deal with querulants. We offer:
- Psychological analysis and advice in individual cases.
- Guidance in setting up sustainable communication and complaints procedures.
- Support in conflict and risk management.
- Psychological support for employees and prevention of further traumatisation.
- Trainings for employees and managers on dealing professionally with complaints and complaining behaviour.
If your organisation is dealing with such issues or you want to be better prepared for these kinds of situations, please contact us.
Bram B. van der Meer
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