Aggressive or abusive behaviour

We understand that many customers are angry about the issues they have raised in their complaint. If that anger escalates into aggression towards staff, we consider that unacceptable. Any violence or abuse towards staff will not be accepted.

Violence is not restricted to acts of aggression that may result in physical harm. It also includes behaviour or language (whether verbal or written) that may cause staff to feel offended, afraid, threatened or abused.

We will judge each situation individually and appreciate individuals who come to us may be upset.

Language which is designed to:

  • insult or degrade
  • is racist
  • sexist or homophobic
  • maks serious allegations that individuals have committed criminal, corrupt or perverse conduct without any evidence is unacceptable.