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Unacceptable Customer Behaviour Policy​

This policy outlines our commitment to supporting colleagues subjected to unacceptable behaviour by customers and we will respond. We will not tolerate threatening, abusive, or violent behaviour. Under these circumstances no member of staff should be required to, or feel obliged to deal with any customer face to face, over the phone or in correspondence.

Purpose of this policy

This policy means we can manage unacceptable customer behaviour consistently and reasonably. It sets out clearly what we consider to be unacceptable and the steps we may take to deal with such behaviour. It applies to everyone who accesses our services. It also applies to behaviour and demands made at any time of the day, night or at weekends and regardless of whether or not the colleague is ‘at work’ at the time.

The Government equality Act 2010 protects individuals against discrimination, harassment, and victimisation. We meet the requirement of the Act through the following principals:

We expect people accessing our services to:

  • Treat us with respect, empathy and dignity
  • Be courteous
  • Engage with us in a way that does not hamper our ability to carry out our work effectively and efficiently for the benefit of all

What counts as unacceptable behaviour and unreasonable demands?

This is behaviour or language (written or spoken) that could cause our staff to feel afraid, threatened or abused. Behaviour that has caused, or is likely to cause, harassment, alarm or distress to any person. This also includes threatening emails, telephone calls, meetings, and comments on social media or elsewhere.

Some examples of what we consider to be aggressive behaviour are:

  • Insulting or degrading language, including shouting and malicious allegations
  • Personal derogatory abuse
  • Bullying
  • Any threats of violence, harm
  • Racist, sexist, ageist or homophobic remarks
  • Comments relating to disability, perceived gender, religion, belief, or any other personal characteristics. This includes malicious, derogatory or otherwise inflammatory statements, or unsubstantiated allegations, e.g. about our colleagues, comments and/ or communication on social media platforms.

How we will deal with unacceptable behaviour

We do not expect anyone in the company to tolerate unacceptable behaviour when communicating with our customers. When this happens, our employees have the right to:

  • End the call
  • Not reply to an abusive email, text or letter
  • Leave site immediately
  • Where this is a risk to the mental health of a colleague which has been identified a warning flag will be applied to the relevant customer account

Before taking such action, we will warn customers that they are behaving in an unacceptable way to give them the chance to change their behaviour. However, a warning will not be given in extreme cases where harassment occurs in every communication, calls will be blocked to protect our staff.

Myhome-lifestyles

Email: happytohelp@myhome-lifestyles.co.uk

Telephone: 03337723023