In a very small number of cases the actions of some individuals become unacceptable as they involve abuse of our staff or our processes.
Aggressive or abusive behaviour
Any aggression or abuse including threats, personal verbal abuse, derogatory remarks, rudeness and racial or discriminatory remarks directed towards our staff will not be tolerated.
Unreasonable demands or levels of contact
Demanding responses within an unreasonable timescale or from several members of staff on the same subject is unreasonable.
How we manage aggressive or abusive behaviour
The threat or use of physical violence, verbal abuse or harassment towards our staff is likely to result in a termination of all direct contact with the customer or service user and incidents may be reported to the police. Any individual using abusive or aggressive behaviour will be told immediately and will have the opportunity to appeal the decision or make a formal complaint using the appropriate channels.