We are committed to providing an excellent service to all our clients. Please see our Client Care Policy and Vulnerable Clients Policy.
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.
It is difficult to produce a comprehensive list of actions that would be considered unacceptable, but we have provided examples below.
This consists of behaviour (written or verbal) that we consider might cause employees to feel intimidated, offended, bullied, or harassed.
For example:
This consists of unreasonable demands through the:
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.
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.
No member of staff must tolerate unacceptable or vexatious behaviour when communicating with clients. When this occurs, they have the right to:
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:
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:
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.
We would be delighted to explain how we can help. To contact us, please:
Proud to sponsoring Keighley & District Agricultural Show again this year which will take place on Saturday 7th September. We are sponsoring the following: • Heavy Horse classes. • Hunter Horse classes • All of the Young Farmer classes – sheep & cattle. https://www.keighleyshow.co.uk/
Read More