Zero Tolerance Policy

Most of our clients are a pleasure to work with. Sometimes the conveyancing process can be stressful and occasionally we are faced with individuals whose actions we find to be unreasonable. This policy outlines our policy for managing any behaviour that is aggressive or abusive, or which places unreasonable demands on our team.

We have a zero tolerance policy toward aggressive/abusive behaviour or language which may cause our team to feel intimidated, threatened or abused, whether verbal or written, which may include:

  • explicit or implied threats
  • verbal abuse
  • racist or sexist language of any kind
  • derogatory comments
  • offensive or profane language
  • rudeness
  • making inflammatory statements, or
  • raising unsubstantiated allegations

We have a zero tolerance policy towards unreasonable demands and communication, which may include:

  • demanding responses to unreasonable timescales
  • insisting on communicating only with a specific member of staff, or
  • adopting a “capture-all” approach by contacting many staff members and third parties, regarding the same query

How will we manage unreasonable behaviour?

All of our team members have are authorised to manage unreasonable behaviour, by, for example:
  • informing you that we will start recording the phone call
  • informing you that the phone call will be terminated
(If we begin recording a phone call, the resulting audio file will be transcribed and destroyed.)

Incidents of unreasonable behaviour must be reported to the compliance officer at the earliest opportunity.

Violence or threats of violence will be reported to the police where appropriate. In all other cases, we will inform you that your behaviour is unreasonable and request that you modify your behaviour. You will be informed of the actions which will follow if the warning is ignored, and if you do not modify your behaviour, we will take steps to restrict communications with you. Where appropriate, we will consider which of the restriction options open to us are most suitable to your case, taking into account the nature, extent and impact of your behaviour on our ability to do our work.

For example:
  • Blocking your calls
  • Blocking your emails
  • Terminating our retainer
  • Limiting who within the company will receive and handle your communications

If we believe we need to limit our contact with you, this decision will be made by a partner, manager or compliance officer and will be communicated to you. You may ask for our decision to be reviewed by another member of the company, with appropriate authority.