Policy on Unacceptable Customer Behaviour

Policy on Unacceptable Client Behaviour

1. Purpose

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

2. Our Commitment to You

Our staff will:

• provide a fair, transparent, proportionate, and accessible service;
• listen and endeavour to understand your circumstances;
• treat everyone who contacts us with respect, empathy, and dignity;
• act in strict accordance with professional standards and our legal obligations.

In return, we expect those who contact the Firm to:

• be courteous, respectful, and truthful;
• engage in a manner that does not impede our ability to carry out our work effectively for the benefit of all clients.

3. Scope and Definition

For the purposes of this policy, Unacceptable Client Behaviour means conduct by a client, or prospective client, that is abusive, aggressive, threatening, harassing, discriminatory, or which constitutes vexatious or unreasonable demands. Such behaviour harms the working environment of our staff and materially impedes the Firm’s ability to provide its services effectively.

4. Examples of Unacceptable Behaviour

The list below is illustrative and not exhaustive:

Aggressive or abusive behaviour

• Insulting, degrading, or discriminatory language, tone, or conduct (including inappropriate remarks or malicious allegations).
• Any form of physical violence or threats of violence.
• Sexual harassment or unwanted advances.

Intimidation and threats

• Shouting, using abusive language, or demanding humiliating actions (e.g., 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, ethical, or legal boundaries.

Unreasonable or vexatious demands

• Repeated or persistent contact that places disproportionate demands on staff time or Firm resources.
• Insistence on immediate responses outside normal working hours, or persistent contact before a reasonable timeframe for a reply has elapsed.
• Demands for services outside the scope of any agreed terms of engagement, or for complimentary services not covered by contract.
• Repeatedly pursuing the same issue after the Firm’s complaints procedure has been fully exhausted.

Undermining professional independence

• Attempts to exert undue control over the Firm or its staff, or to interfere with decisions that remain strictly within the Firm’s professional discretion (for example, the delivery of services, fee structures, or scheduling).
• Exploiting the client-professional relationship to apply undue pressure on legal or procedural outcomes.

Other conduct

Any other conduct the Firm reasonably regards as malicious, seriously disruptive, or detrimental to our staff or operations.

5. Our Response to Unacceptable Behaviour

Where behaviour is deemed unacceptable, the Firm will typically seek an early, calm, and proportionate resolution. Standard steps may include:

• advising the individual why their behaviour is considered unacceptable and requesting that it cease immediately;
• during telephone calls or meetings, clearly stating the conditions under which the interaction may continue;
• terminating a call or meeting if the unacceptable behaviour persists;
• maintaining a formal record of incidents and, where appropriate, issuing a written warning.

If the behaviour is threatening, violent, or of a highly serious nature, the Firm reserves the right to:

• sever contact immediately and report the matter to the police;
• terminate the client relationship and the associated terms of engagement;
• seek independent legal advice and pursue civil or criminal remedies where appropriate.

6. Communication Restrictions

Where necessary, the Firm may impose temporary or permanent restrictions on how we communicate with an individual. Such restrictions may include:

• limiting communication to specified channels (for example, correspondence in writing only);
• restricting communication to a designated member of staff, specific email address, or telephone number;
• limiting the scope of issues upon which we will correspond;
• restricting the frequency or volume of contact the Firm will entertain;
• requiring that all contact be routed via a nominated third party or advocate;
• blocking specific email addresses or telephone numbers in cases of excessive contact;
• in exceptional circumstances, refusing to accept any further contact or declining to investigate further complaints.

Any decision to restrict communication will be authorised by a senior partner or manager, formally recorded, and subject to periodic review.

7. Safeguarding and Disclosures

If, in the course of our professional duties, an individual appears to pose a risk of serious harm to themselves or others, the Firm will consider making appropriate disclosures to relevant authorities, health professionals, or the police, in line with our safeguarding obligations.

8. Zero-Tolerance and Legal Action

The Firm operates a strict zero-tolerance policy regarding threats of harm or harassment directed at our staff. Where criminal conduct is alleged or suspected, we will not hesitate to report the matter to the police. Furthermore, the Firm will take any necessary civil or contractual action to safeguard its employees and protect its business operations.

9. Equality and Reasonable Adjustments

The Firm is committed to applying this policy fairly and will make reasonable adjustments for individuals with protected characteristics or specific communication needs. We will thoughtfully consider any relevant circumstances (such as a disability or language barrier) prior to deciding on the most appropriate way to manage a situation. However, the provision of reasonable adjustments does not extend to tolerating abusive, intimidating, manipulative, coercive, or otherwise unacceptable behaviour.