Acceptable Behaviour Policy

1. Overview

1.1. At Satchell Moran Solicitors we hold the belief that our clients have the right and privilege to be listened to, understood and respected.

1.2. Ensuring the safety and well-being of our employees is a fundamental value we uphold. It is our belief that all members of our staff deserve to work in an environment that is free from any form of abuse or harm inflicted by others.

1.3. We expect our staff to be treated with courtesy and respect by all clients at all times.

1.4. We also expect all our staff members to treat all of our clients with courtesy and respect.

1.5. The majority of individuals who raise concerns about our service tend to approach the matter fairly and appropriately, which frequently results in a prompt and satisfactory resolution, benefiting all parties involved.

1.6. In certain instances, the behaviour of a few clients crosses the line, entailing mistreatment of our staff and/or manipulation of our procedures.

1.7. Actions are not deemed unacceptable based solely on the assertiveness or determination of the individual. However, actions that lead to unreasonable requests and/or abusive conduct are unacceptable.

1.8. The unacceptable behaviours we categorise as follows include:

• Acts of aggression or abuse.
• Imposing unreasonable demands and/or excessive levels of communication.

2. Aggressive or Abusive Behaviour by Clients

2.1. We acknowledge that individuals can experience anger in specific circumstances. This can occur when they perceive fear, physical or emotional pain, a sense of helplessness, stressful situations, poor health, or a perception that their concerns are not being adequately addressed. Nonetheless, we deem it entirely unacceptable if this anger evolves into acts of aggression or abuse towards our staff.

2.2. Aggressive conduct includes both spoken and written words that could induce fear, distress, or harm to the staff. Such conduct may involve yelling, cursing, making threats, engaging in personal verbal attacks, using inappropriate or discriminatory language regarding culture, gender identity, disability, race, or religion, making derogatory comments, and displaying rudeness. Moreover, inflammatory statements and unsupported accusations are also regarded as abusive behaviour.

2.3. In cases where a client displays aggression or abusive behaviour, our initial course of action may include the following:

• Notifying the client that we find their conduct offensive, unnecessary, and unhelpful, and requesting them to cease such behaviour.
• Concluding telephone conversations, appointments, or meetings.
• Ceasing all direct communication with the client.

3. Unreasonable Demands and/or Unreasonable Levels of Contact by Clients

3.1. We acknowledge that clients hold great expectations regarding the quality of service they anticipate receiving from us.

3.2. In certain instances, client expectations may exceed reasonable limits and become unreasonably demanding. Unacceptable demands arise when they unduly burden our staff or require an excessive amount of time that is unnecessary for the advancement of the matter, consequently putting other clients at a disadvantage.

3.3. In cases where a client demonstrates unreasonable behaviour, such as repeatedly contacting us through various means (in person, phone, email, etc.), or reaching out to different staff members regarding the same issue, continuously raising the same concern, or persistently refusing to accept a decision or explanation, we may choose to take the following initial actions:

• Establish specific days and times for telephone communication from the client.
• Designate a specific staff member to handle future calls or correspondence.
• Schedule appointments as the exclusive means of meeting with the client.
• Limit contact to written correspondence only.
• Decline further correspondence and return any submitted documents.
• Notify the client that any additional irrelevant documentation may be disposed of.

4. How We’ll Manage Aggressive, Abusive and Unreasonable Behaviour by Clients

Written Warning

4.1. If initial attempts to modify the client’s behaviour have been unsuccessful or circumstances warrant it, a warning letter will be issued to the client. Instances that may result in a warning letter include but are not limited to:

• Making personal remarks.
• Making derogatory comments.
• Swearing and/or shouting.
• Refusing to accept a decision and repeatedly requesting a review.
• Making multiple requests for progress updates within an unacceptable timeframe.
• Any other incident that we deem serious enough to warrant a warning letter.

4.2. Warnings will be retained on record and may be shared amongst other members of staff if the client is providing instructions on numerous cases. Clients shall be informed in writing regarding the reasoning behind a decision, the alternate arrangements to be made, and the duration of the imposed restrictions. Should these measures fail to produce a lasting improvement in conduct or if additional incidents occur, we may contemplate terminating our relationship and association.

Immediate Termination

4.3. In situations where the use of a warning letter would not suffice, we will be compelled to take additional measures in order to safeguard our staff. At Satchell Moran Solicitors, we maintain a strict policy of zero tolerance towards the following conducts:

• Making threats of physical violence
• Engaging in intimidating behaviour

Should any instances of these behaviours be detected, our association with the client will be terminated immediately and the authorities will be notified.

5. Our Commitment to our Clients

5.1. We commit to treating you with utmost courtesy and politeness.

5.2. We acknowledge the significance of your concern and assure you that we will provide clear and polite communication in addressing it.

5.3. To address any dissatisfaction with our services, kindly reach out to Terry Moran, our Complaints Officer, at terry@satchellmoransolicitors.com.