Comments, compliments and complaints

Treating everyone fairly

We are committed to handling complaints fairly and respectfully. Both you and our staff have the right to be heard, understood and treated with respect.

In most cases, we can deal with concerns quickly and positively. However, if someone’s behaviour makes it difficult for us to do our job, we may need to take action. This includes behaviour that is abusive, threatening or places unreasonable demands on our staff or services.

When behaviour becomes unacceptable

We understand that people may feel upset or frustrated when things go wrong. We will always listen and try to help.

We may treat behaviour as unacceptable if it:

• involves abuse, threats or harassment
• stops us from responding fairly to your complaint
• places excessive or repeated demands on our time and resources
• affects our ability to provide services to other people

In these situations, we will consider how the behaviour affects our staff and our work.

What we may do

If behaviour continues to be unacceptable, we may need to limit how you contact us. For example, we may:

• ask you to communicate in a specific way
• restrict contact to certain staff or methods
• set reasonable limits on contact

We will always explain why we are doing this and keep the decision under review.

Our commitment

We aim to:

• treat all customers fairly, honestly and consistently
• keep our services open and accessible wherever possible
• protect our staff and other customers from harm or disruption
• use our time and resources responsibly

What this means for you

You can expect us to listen and treat you with respect. In return, we ask that you treat our staff in the same way.

If you have a complaint, please contact us and we will do our best to help.