In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a concern or a complaint.

We do not view behaviour as unacceptable just because someone is forceful or determined.

We believe that all complainants have the right to be heard, understood and respected. However, we also consider that our staff have the same rights. We, therefore, expect you to be polite and courteous in your dealings with us.

We will not tolerate aggressive or abusive behavior, unreasonable demands or unreasonable persistence.

We have a separate policy to manage situations where we find that someone’s actions are unacceptable.