Accessing our service

We will make every effort to ensure that our service is accessible to all of our customers. To achieve this outcome, we will make reasonable adjustments to meet the individual and particular needs of anyone who contacts us. Please help us to do this by letting us know if there are particular ways in which we can make your contact with us easier.

We do also have a responsibility to our staff and we do not expect them to tolerate unacceptable behaviour which may for example, be abusive, offensive or threatening. We will take action to protect them in such situations first of all by letting customers know when their behaviour is unacceptable and asking them to change it. If the behaviour continues, we may then restrict that customer’s contact with our office.

We are also accountable for the proper use of public money and must ensure that the work of the office is not disrupted to the detriment of our customers. There are a small number of complainants who, because of the frequency of their contact with us, hinder our consideration of their, or other people’s complaints. If we consider that a customer’s level of contact is unreasonably persistent, we will tell them why we believe their behaviour falls into this category and explain why we would like them to change it. If the behaviour continues, we may then restrict that customer’s contact with our office.

Unreasonable behaviour policy statement.