Unacceptable Behaviour Policy

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Argo Life & Legacy Ltd (“Argo”) is committed to providing fair, consistent and accessible services for its clients, third parties and staff.  We do however have to balance this by providing a safe working environment for our staff to operate within and to ensure that our work is undertaken in an efficient and effective manner.

 

On occasions clients may make unreasonable demands that could affect the service we provide to other clients, third parties and colleagues, or communicate with us in a manner which causes offence.  Where this occurs Argo reserves the right to manage client and staff contact in an appropriate manner to protect our staff and maintain the effectiveness of our service.

 

This policy sets out our approach to managing those clients whose actions or behaviour are considered unacceptable and are either having a harmful impact on our staff or their ability to provide a consistent level of service to clients and other colleagues.

 

Argo recognises that in some circumstances clients may experience mental health problems and/or other disabilities where it may be difficult for them to express themselves or communicate clearly and/or appropriately.  We will always make reasonable adjustments for anyone with protected characteristics defined under the Equality Act 2010, if we are asked to do so, but where unacceptable behaviour is experienced Argo will consider the needs and circumstances of the client and staff before taking action.

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Defining unacceptable behaviour

 

What is deemed to be unacceptable behaviour will differ depending upon the individual and the particular circumstances.  Examples of unacceptable behaviour can be broadly grouped under two headings:-

 

1. Aggressive, abusive, sexual or offensive language or behaviour;

2. General unreasonable behaviour.

3. Bullying & Harassment 

 

 

Aggressive, abusive, sexual or offensive language or behaviour

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​All our staff and clients have the right not to be subjected to aggressive, abusive or offensive language or behaviour, regardless of the circumstances.  Examples of this behaviour includes but is not limited to:-

• Threats of physical violence;

• Swearing;

• Sexual content;

• Inappropriate cultural, racial or religious references; and

• Rudeness, including derogatory remarks.

 

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General unreasonable behaviour

 

On occasion, our clients and staff may make unreasonable demands through the amount of information they seek, the nature and scale of the service they expect and personal questioning.

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Some of our clients and staff may not or cannot accept that that Argo or a particular employee is unable to assist beyond the level of service that has already been provided.  It may be the method or tone in which communications are received that may be unreasonable or the persistent behaviour in continuing to do so which may be considered unacceptable.

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What amounts to unreasonable behaviour include, but are not limited to:-

• Demanding responses within an unreasonable time scale;

• Repeatedly contacting or insisting on speaking to a individual;

• Excessive telephone calls, emails, text messages including unsolicited marketing;

• Sending duplicate correspondence monopolising firm time;

• Persistent refusal to accept a decision;

• vexatious complaints; and

• Persistent refusal to accept explanations.​

 

Available Restrictions

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 Where a client continues to communicate in an unacceptable manner, Argo will exercise its right to restrict contact.  The precise nature and action will be appropriate and proportionate to the nature of the unacceptable behaviour and the circumstances of our staff and clients.  In relation to clients we may decide to:-

 

• Block incoming telephone calls or termination of ongoing calls

• Arrange for one member of staff to deal with all future communication;

• Remove of staff from situation;

• Limit future contact to a particular method or frequency;

• Inform the customer that their correspondence will be read to ensure no new issues have been raised, but then filed with no further acknowledgement;

• Refer the matter to the Police where a criminal offence has been threatened or committed; or

• Take the appropriate legal action such as injunction or court order to prohibit contact.​

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Telephone calls

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None of our staff have to tolerate unacceptable behaviour over the telephone from clients or third parties.  Where this occurs our staff have the right to place callers on hold or to end the call.  Before taking such action a warning must be given to the caller that their conduct is considered to be offensive and to allow them the opportunity to moderate their behaviour.

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Emails and letters

 

None of our staff have to tolerate unacceptable behaviour communicated via email or letter.  Where there is a legitimate request for information it is always reasonable to provide that information.  The communicator will be warned that their behaviour is considered offensive and will not be tolerated in the future.  

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Where no legitimate information is being requested staff do not have to respond to an abusive communication.  As a matter of good practice a client will be warned that their conduct is offensive and will not be tolerated. 

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Threats received to our staff

 

We take any threats made to our staff seriously.  Where clients feel threatened by behaviour of clients or third parties or are threatened our staff will not provide a warning of unacceptable behaviour and will remove themselves from the situation.

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Communication restrictions 

 

If a client or third party continues to demonstrate unacceptable behaviour Argo will place a temporary or permanent restriction on communication.  Where contact is being restricted the client or third party must be told about the decision.  You will be notified by Kelly Collier, our Registered Manager but she may also tell you be telephone, supported by relevant notes on our records. You will be advised:-

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1. Why Argo considers the behaviour unacceptable;

2. Details of earlier warnings about conduct;

3. The restrictions being imposed; and, if appropriate

4. The length the restriction will last.

 

Customer appeals

 

A client or third party may only appear a decision to restrict contact where all forms of contact have been restricted.  Appeals should be submitted in writing to the attention of Kelly Collier (Director) Postal Address: Argo Life & Legacy Ltd, PO Box 1451, Maidstone, Kent, ME14 9DG .