Client Expectations

Our policy enables us to deal with unacceptable client behaviour professionally and consistently. It can be difficult to produce a list of actions that would be considered unacceptable, but we have provided examples below:

Aggressive or abusive behaviour.

This consists of behaviour (written or verbal) that we consider might cause employees to feel intimidated, offended, bullied, or harassed:

• Threatening emails and telephone calls

• Inappropriate comments on social media

• Inappropriate banter, including innuendo, jokes or stories.

• Malicious allegations

• Any form of physical violence or threats of physical violence

• Derogatory racial, sexist, ageist, or homophobic remarks

• Comments relating to disability, perceived gender, religion, belief, or any other protected characteristic.

Unreasonable demands and vexatious complaints:

• Amount of information they seek.
• Nature and scale of service they expect.

• Volume of correspondence they generate. • Time or resources

We accept that persistence is not necessarily a form of unacceptable behaviour. What amounts to unreasonable demands will depend on the circumstances of the complaint and the seriousness of the issues raised. Examples of behaviour that would fall within reasonable demands and vexatious complaints include but are not limited to:

• Refusing to follow the process set out in our complaints policy.

• Insisting on seeing or speaking to a particular member of the team when a suitable alternative has been offered.


No member of staff should tolerate unacceptable or vexatious behaviour when communicating with clients. When this occurs, they have the right to:

• End the call.
• Not reply to an abusive email or letter
• Refer the call to a member of our Senior Management team.

It is reasonable to expect that you are warned that your conduct is considered to be offensive to allow you the opportunity to moderate your behaviour. Where these circumstances arise, we may take the following steps:

• We will ask you to modify your behaviour and explain why.

• If the behaviour continues the member of staff will remove themselves from the situation.

• If the communication is by telephone/video call you will be informed the call will be terminated.

• The member of staff will inform a Senior management team member and the incident will be recorded.

• Our Senior Management team will investigate the situation and decide what action to take. This action may include the termination of your subscription.

• We will refer the matter to the police where we consider a criminal offence might have been threatened or committed.

By using our services, you are agreeing not to carry out actions deemed unacceptable during the duration of your service/s with us.