Policy on Unacceptable Customer Behaviour

Policy on Unacceptable Customer Behaviour

Purpose

APP Administrative Scrivener Corporation (“the Firm”) is committed to providing a high-quality, accessible service and to maintaining sustainable, constructive relationships with clients based on mutual trust. To achieve this we must ensure a safe and respectful environment for our staff. The Firm has a duty to protect the welfare and safety of its employees; abuse, threats, harassment or discrimination against staff will not be tolerated.

What to expect from the Firm Our staff will: - provide a fair, open, proportionate and accessible service; - listen and seek to understand; - treat everyone who contacts us with respect, empathy and dignity; - act in accordance with professional standards and legal obligations. In return we expect those who contact the Firm to: - be courteous and truthful; - engage in a way that does not impede our ability to carry out our work effectively for the benefit of all.

Scope and definition For the purposes of this policy, Unacceptable Customer Behaviour (also referred to as “Customer Abuse”) means behaviour by a client or prospective client which is abusive, aggressive, threatening, harassing, discriminatory, or which constitutes vexatious or unreasonable demands, and which harms the working environment of our staff or materially impedes the Firm’s ability to provide services.

Types and examples of Unacceptable Customer Behaviour The list below is illustrative, not exhaustive: Aggressive or abusive behaviour - Insulting, degrading or discriminatory language, tone or conduct (including inappropriate banter or malicious allegations). - Any form of physical violence or threats of violence. - Sexual harassment. Intimidation and threats - Shouting, use of abusive language, or demands for humiliating actions (for example, forced public apologies). - Threats or implied threats to the safety, property or reputation of staff, their families or business partners. - Attempts to coerce or pressure staff into acting outside professional or legal boundaries. Unreasonable or vexatious demands - Repeated or persistent contact that places disproportionate demands on staff time or resources. - Insistence on immediate responses outside reasonable hours or persistent contact after a reasonable reply time has been allowed. - Demands for services outside the scope of any agreement or for free services not covered by contract. - Repeatedly pursuing the same complaint after the Firm’s complaints process has been exhausted. Actions undermining independence or impartiality - Attempts to exert de facto control over the Firm or its staff, or to interfere with decisions that are the Firm’s professional discretion (for example, service content, fees, scheduling). - Using the client-supplier relationship to apply undue pressure on outcomes. Other Any other conduct the Firm reasonably regards as malicious, seriously disruptive or harmful to staff or operations.

How we will respond Where behaviour is assessed as Unacceptable Customer Behaviour, the Firm will normally seek an early, calm and proportionate resolution. Typical steps include: - telling the individual why the behaviour is considered unacceptable and asking them to stop; - in calls or meetings, explaining what must happen for the interaction to continue; - ending a meeting or call if unacceptable behaviour continues; - keeping a record of incidents and, where appropriate, issuing a written warning. If behaviour is threatening, violent, or otherwise serious the Firm may: - end contact immediately and refer the matter to the police; - terminate the client relationship or the contract; - seek legal advice and pursue legal remedies where appropriate.

Communication restrictions Where necessary, the Firm may place temporary or permanent restrictions on how we communicate with an individual. Restrictions may include: - limiting communication to specified channels (for example, in writing only); - restricting correspondence to a named contact, email address or telephone number; - restricting the scope of issues on which we will correspond; - restricting the time or volume of contact the Firm will accept; - requiring contact to be made via a third party or advocate; - blocking email addresses or telephone numbers where contact is excessive; - in exceptional circumstances, refusing to accept further contact or to consider further complaints. Decisions to restrict communication will be made by a senior manager, recorded, and reviewed periodically.

Safeguarding and disclosures If, in the course of our work, an individual appears to pose a risk of harm to themselves or others, the Firm will consider appropriate disclosures to relevant authorities or health professionals and may contact the police.

Zero-tolerance and legal considerations The Firm has a zero-tolerance approach to threats of harm or harassment against staff. Where criminal conduct is alleged or suspected, the Firm will normally report the matter to the police. The Firm will also take appropriate civil or contractual action as necessary to protect staff and business operations.

Equality and reasonable adjustments The Firm will make reasonable adjustments to how this policy is applied for people with protected characteristics or specific communication needs. We will always consider any relevant circumstances (for example disability or language needs) before deciding how best to manage a situation. However, reasonable adjustments do not amount to tolerating abusive, intimidating, manipulative, coercive, or otherwise unreasonable behaviour.