Aggressive Behaviour Policy

UNACCEPTABLE ACTIONS BY CUSTOMERS POLICY

Quality Assured National Warranties

• It is our aim to deal fairly, honestly, consistently and appropriately with all complainers, including the small minority who may act in an unacceptable fashion. We seek to ensure that, while the complaints process is accessible, it remains available for its proper purpose and is protected from abuse. We consider it helpful to make it plain to all customers/clients what actions might be considered unacceptable and how we will try to deal with them.

• In this context, the following policy has been agreed by Quality Assured National Warranties

DEFINING UNACCEPTABLE BEHAVIOUR

• Staff should be able to work within an environment, which is free from oppressive behaviour, such as threat of or use of harassment, verbal abuse and physical violence. Quality Assured National Warranties will not view behaviour as unacceptable just because the customer/client is forceful or determined. Actions and behaviour will be judged by Quality Assured National Warranties on the basis of the nature and extent of the behaviour.

• Staff will treat all individuals with courtesy and respect when carrying out their duties, and they expect to receive similar consideration from customers/clients in return

• Whenever possible staff will give the customer/client the opportunity to modify their behaviour.

AGGRESSIVE AND ABUSIVE LANGUAGE

• Harassment through aggressive and abusive language may occur in a face-to-face setting, by telephone, in written or electronic communications.

• Staff should not be expected to put up with rude, abusive, derogatory, or threatening or harassing language and the staff have the right to ask for the caller to use reasonable language. Staff may warn the customer/client that if they persist in using unreasonable language, they will, where applicable, end the call or not respond to future communications couched in similar terms. (It is recognised that some people use bad language when they are in a panic or are frustrated. It is important for staff to determine whether this is the case or not)

 

 

Harassment and aggressive and abusive behaviour

• As stated above harassment and aggressive behaviour can take many forms. It may include unwanted physical or non-verbal conduct. It may occur in a face-to face setting, by telephone, in written or electronic communications.

• Staff may warn the customer/client that the threat of physical violence or harassment toward staff is likely to result in the ending of all direct contact with the complainer. Incidents may be reported to the police. This would only be the case if physical violence is used or threatened.

UNREASONABLE DEMANDS AND PERSISTENCE

• It is recognised that some customers/clients may make unreasonable demands on staff. What constitutes unreasonable demands may depend on the circumstances surrounding the behaviour but could include demanding responses or action within an unreasonable timescale, continual phone calls or letters to staff or continuing refusal to accept a decision made in relation to a complaint.

• Where the customer/client repeatedly phones or sends irrelevant documents, staff may decide to only return calls from the customer/client on a set time on set days or to return documents to the complainer. Staff will explain to the customer/client why they are taking a certain course of action.

• If the customer/client refuses to accept the decision of staff then staff may warn the complainer that future phone calls may not be accepted or correspondence on the same issue will be filed and a simple acknowledgement issued. Staff will respond to the complainer if the complainer provides significant new information relating to the complaint.

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