Occasionally, the behaviour or actions of individuals using our service makes it very difficult for us to deal with their complaint. In a small number of cases the actions become unacceptable because they involve abuse of our staff or our process.
When this happens we have to take action to protect our staff. We consider the impact of the behaviour on our ability to do our work and provide a service to others.
A complaint may not always recognised as a complaint where an alternative procedure exists i.e. refering a matter to a sheriff or relevant professional body. This policy also covers our approach in those circumstances.
Please read our Unacceptable Actions Policy for full details.