Reasonable adjustments

We understand that some customers have disabilities which may make it difficult for them to express themselves or communicate clearly, especially when they are anxious or upset.

We also recognise that some disabilities can make it difficult for customers to assess the impact that their behaviour might have on other people.

We will always consider making reasonable adjustments for a disabled customer if we are asked to do so. For example:

  • we could consider using different methods of communication
  • agree to give clear warnings when we feel that a customer’s behaviour is unacceptable so that they have the opportunity to change it.

However, we would not consider it to be reasonable to expect our staff to accept being subjected to aggressive, offensive or abusive actions, language or behaviour. We may still use the policy if there are actions or behaviours which are having a negative effect on our staff or our work.