We are here to provide you with the best quality of care and support. We aim to do this in a polite and courteous way and believe that our customers have a right to be heard, understood and respected.
But this relationship must work both ways.
Whilst it is understandable that people sometimes behave out of character in times of distress, we take a zero tolerance approach towards physical or verbal abuse.
- If a member of staff is serving you face-to-face and your behaviour is unacceptable, we will explain our concerns to you and ask a senior member of the team to serve you. If your behaviour continues, we will ask you to leave the premises. If your behaviour is violent and threatening we will ask you to leave the premises and we will report the incident to the police. We will serve you again in future if you modify your behaviour.
- If a member of staff is serving you over the phone and your behaviour is unacceptable, we will explain our concerns to you and ask a senior member of the team to call you back. If your behaviour continues to be unacceptable, we will end the call. We will serve you again in future if you modify your behaviour.
- If you write to us or email us and your language is unacceptable, we will write back to you and explain our concerns and ask you to modify your approach.
Thank you for your cooperation.
If you have any questions about our approach to unacceptable behaviour, please email our customer services team at email@example.com