top of page

ACCEPTABLE BEHAVIOUR POLICY

Introduction

​

I understand that people may act out of character in times of distress or difficulty. There may be upsetting or challenging circumstances that lead someone to contact my office. However, I will not tolerate behaviour or actions that place unacceptable or excessive demands on my staff.

​

This includes actions or comments directed at third parties. I will give you a chance to change your behaviour before I stop assisting you—unless your behaviour threatens the safety of my staff or others.

​

Aggressive or Abusive Behaviour

​

This includes behaviour or language—whether spoken or written—that could cause my staff to feel afraid, threatened, or abused. This applies to phone calls, emails, meetings, comments on social media, or any other form of communication.

​

Examples include:

  • Insulting, degrading, or patronising language, including inappropriate banter or innuendo

  • Serious, malicious allegations of criminal, corrupt, or improper conduct without evidence

  • Any form of physical violence or threat of violence

  • Derogatory remarks of a racist, sexist, ageist, homophobic, or transphobic nature

  • Comments related to disability, gender, religion, belief, or other personal characteristics

​​

Violence is not limited to physical acts—it also includes behaviour or language that causes fear, offence, or distress.

​

Unreasonable Demands and Vexatious Complaints

​

Unacceptable demands may include:

  • Repeatedly insisting on a response within an unreasonable timeframe

  • Refusing to engage with a specific member of staff or insisting on speaking only to one person when that isn’t feasible

  • Requesting frequent surgery appointments without justification

  • Making repeated, unnecessary contact while a case is being handled

  • Persistently raising the same issue after a decision has been made or further help is not possible

  • Refusing to accept outcomes on matters where I have no authority, such as court decisions

​​

Unacceptable levels of contact may include:

  • Repeated phone calls in a short period

  • Lengthy calls repeating the same points

  • A high volume of repetitive emails or letters

  • Excessive copying of my office into correspondence with third parties.

​​

Providing knowingly false or misleading information also undermines my ability to assist you.

​

Harassment

​

Examples of harassment include:

  • Recording phone conversations and sharing them online or on social media

  • Contacting staff through personal details or social media accounts such as Facebook, Twitter, or LinkedIn

  • Publishing personal, sensitive, or private information about staff online or in print

​​

How I Will Respond to Unacceptable Behaviour

​

My staff are not expected to tolerate unacceptable behaviour. When it occurs:

  • Phone calls may be placed on hold or ended

  • Abusive letters or emails may not receive a reply

  • In-person meetings, such as at surgeries, may be ended, and you may be asked to leave

​​

You will usually be given a warning and an opportunity to change your behaviour. However, in extreme cases—such as threats of violence—a warning may not be given to protect staff safety.

​

When unacceptable behaviour occurs, I will:

  • Ask you to modify your behaviour and explain why

  • End communication if the behaviour continues (e.g., ending a phone call or leaving a meeting)

  • Record the incident. I or a representative will review what happened and decide on the appropriate action, which may include limiting further contact

  • Refer the matter to the police if a criminal offence is threatened or committed

​​

Possible actions include:

  • Assigning a single point of contact

  • Restricting communication to writing or via a representative

  • Ceasing to offer surgery appointments

  • Ending involvement in a case

  • Terminating all contact

 

If I decide to limit contact, I will inform you of that decision in writing.

​

Meeting My Duties Under the Equality Act

​

I ensure my office complies with the Equality Act 2010. This includes considering reasonable adjustments for people with protected characteristics. I recognise that some people may have difficulties expressing themselves or communicating clearly. I will always take into account any needs or circumstances I am made aware of before deciding how to manage the situation.

​

Examples of reasonable adjustments include:

  • Using a preferred method of communication

  • Providing written information in large print, coloured text, or a different language

  • Giving clear warnings if conversations become unproductive and offering a chance to change behaviour before ending a call

​

However, abusive language, shouting, threats, or other unacceptable behaviour will not be tolerated under any circumstances. If someone with a protected characteristic is subject to contact restrictions under this policy, I will consider whether that restriction could unfairly impact them. If so, I may offer alternative arrangements to ensure they still receive appropriate support.

bottom of page