Unacceptable Client Behaviour

We are committed to providing an excellent service to all our clients. Please see our Client Care Policy and Vulnerable Clients Policy.

In return, we expect our clients to:

• Behave appropriately
• Treat all of us with courtesy, consideration, and respect.
• Allow us to carry out our work.

Most of our clients are satisfied with the service we provide. But we recognise that there can be delays, although not always of our making, and mistakes can happen. We accept that we can all act out of character in times of trouble or distress. But in a very small number of cases some clients behave in ways that are inappropriate and unacceptable, despite our best efforts to help them. Unacceptable behaviour makes it difficult for us to deal with your matter or complaint effectively.

If you do wish to make a formal complaint about the level of service provided, then please read our Complaints Policy. This policy enables us to deal with unacceptable customer behaviour professionally and consistently. It lets both our team and clients know what we consider to be unacceptable and outlines the steps we may take to deal with such behaviour. It applies to all clients.

What behaviours are unacceptable?

It is difficult to produce a comprehensive list of actions that would be considered unacceptable, but we have provided examples below.

2.1 Aggressive or abusive behaviour

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

For example:

• 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.

2.2 Unreasonable demands and vexatious complaints

This consists of unreasonable demands through the:

• 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 by a client.

However, clients who will not accept a decision taken in relation to their query, or persistently contact us about the same issue, can generate unreasonable demands which consequently take up a disproportionate amount of time and resources. This can affect our ability to provide a service to other clients.

Examples of behaviour that would fall within unreasonable demands and vexatious complaints include but are not limited to:

• Refusing to follow the process set out in our Complaints Policy.
• Excessive volume of contact without allowing sufficient time for a response to previous correspondence.
• Insisting on seeing or speaking to a particular member of the team when a suitable alternative has been offered.
• Not accepting that an issue in relation to a legal requirement cannot be resolved by us, despite having been informed that this is the case.
• Inappropriate visits to our offices.
• Excessive contact because of an unwillingness to accept or agree with a legal opinion, decision, or verdict.

If a complaint is considered to be vexatious, we’ll take the actions outlined in this policy. We’ll inform you that future correspondence will only be reviewed to ensure no new issues have been raised. If not, it will be filed without acknowledgement.

Actions we may take in response to unacceptable behaviour

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

• Place callers on hold.
• Refer the call to a Director.
• End the call
• Not reply to an abusive email or letter

However, before taking such action, it is reasonable to expect 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:

1. We’ll ask you to modify your behaviour and explain why.
2. If the behaviour continues the member of staff will remove themselves from the situation. This could include asking you to leave the premises.
3. If the communication is by telephone you will be informed the call will be terminated.
4. The member of staff will inform a Director and the incident will be recorded.
5. In all cases a Director will investigate the situation and decide what action to take. This action could include asking you to transfer your matter to another firm of solicitors.
6. We’ll refer the matter to the police where a criminal offence has been threatened or committed.

Communication restrictions

If you continue to display unacceptable behaviour, the Managing Director can authorise the decision to place a temporary or permanent communication restriction.

When communication is being restricted you will be told of the decision. Where possible, we will tell you in writing – but we may also tell you by telephone, supported by relevant notes on our records.

Communication might be:

• Limited to being conducted in writing.
• Limited to a specific individual.
• Contact might be limited to a specific internal email address or telephone number
• Placed on file without a further response if correspondence has previously been answered

Where circumstances are serious enough to warrant legal restrictions, we may apply for an injunction or court order to prohibit contact and/or unacceptable behaviour.