We’re here to help.  Our teams are here to listen and support you, and we’ll always treat you with respect, patience and understanding.

 

Sometimes, you might be getting in touch because something hasn’t gone as expected. We understand that can be frustrating, and our teams are here to help put things right.

 

Respect works both ways

When you contact us, we’ll always treat you with understanding and respect. We ask that anyone contacting us treats our teams with the same courtesy.

We know conversations can be emotional, especially when things go wrong, and that’s completely understandable. But we don’t accept behaviour that makes our colleagues feel unsafe or uncomfortable.

 

What we mean by respectful behaviour

We’re here to help, and we can do that best when conversations stay constructive.

 

We ask that you:

 

  • Speak to our teams politely and respectfully
  • Avoid offensive, abusive or discriminatory language
  • Allow our teams time to understand and resolve your issue

 

When behaviour crosses the line

If a conversation becomes abusive or threatening, our colleagues will:

 

  • Explain that the behaviour isn’t acceptable
  • Ask for the conversation to continue respectfully

If it doesn’t improve, they may need to end the conversation to protect their own wellbeing.

 

In more serious situations

Where behaviour is repeated or more serious, we may need to change how we communicate with you. This could include:

 

  • Limiting how you can contact us (for example, email or letter only)
  • Arranging contact through a representative or third party
  • Involving the police if there are threats or safety concerns

 

These steps are only taken where necessary to protect our people and ensure we can continue helping all customers.

 

Keeping our service fair for everyone

We want to help all customers as fairly and as quickly as possible. We may need to manage the way we communicate with you if we receive:

 

  • A very high number of contacts in a short time
  • Repeated contact about the same issue after a clear response
  • Information that isn’t relevant to your enquiry

 

This helps us make sure we can continue supporting all customers who might need our help.

 

View the policy

You can view our full policy in more detail here.