Customer notice

We all have the right to be treated with respect and feel safe. We will not tolerate abuse.

What will we do if your behaviour is unacceptable?

We will take action. Action could include:

  • asking you to control your behaviour
  • ending the call, meeting or conversation
  • restricting your contact with us or the services you receive, where appropriate
  • involving the police

The impact of your behaviour and our statutory duties will be taken into account. We know that some situations can be difficult and lead to frustration or feeling annoyed. However, our staff have the right to do their jobs without being abused.

What can count as unacceptable behaviour?

  • Verbal or written abuse such as personal insults, shouting, swearing or threatening someone, their property or other people associated with them.
  • Violence or physical abuse such as throwing objects, hitting, punching, kicking, biting, spitting or inappropriate touching.
  • Harassment: offensive, hostile, humiliating, degrading or intimidating behaviour about someone’s age, disability, gender identity or reassignment, race (ethnicity and nationality), religion or belief, sex or sexual orientation. This includes hate speech and sexual harassment.
  • Making unreasonable demands.
  • Persistent or vexatious contact (unreasonably frequent contact; aiming to cause annoyance).
  • Spreading malicious rumours.

This includes behaviour online (including social media), in writing, over the phone, or face-to-face.

Your rights

You also have the right to be respected and feel safe. If you are unhappy with the service you receive from us you can contact Customer Relations by telephone on 0800 212 783 or email

Please note: we may keep records about you and your behaviour in line with our privacy notice for unacceptable customer behaviour records on our website.