Acceptable Behaviour Policy

Our Commitment to Respect and Safety

At Acclaim Legal Services Limited, we are committed to fostering respectful, professional, and constructive interactions between our clients and staff. This policy outlines our expectations regarding behaviour and the steps we may take when conduct falls outside those expectations.

  1. Purpose of the Policy

This policy is designed to:

  • Protect the wellbeing and safety of our staff
  • Ensure a respectful and professional environment for all parties
  • Promote effective communication and service delivery
  • Address behaviour that is abusive, threatening, or unreasonable
  1. Mutual Respect

 

2.1 Our Responsibilities to Clients

We are committed to:

  • Treating all clients with courtesy, respect, and professionalism
  • Communicating clearly and in a timely manner
  • Listening to concerns and responding appropriately

2.2 Client Responsibilities

In return, we expect clients to:

  • Treat our staff with respect and courtesy
  • Refrain from abusive, threatening, or disruptive behaviour
  • Communicate concerns in a reasonable and constructive manner
  1. Unacceptable Behaviour

Unacceptable behaviour falls into two main categories:

3.1 Abusive or Aggressive Conduct

We understand that legal matters can be stressful. However, we do not tolerate behaviour that includes:

  • Verbal or written abuse (e.g. shouting, swearing, insults)
  • Threats or intimidation
  • Discriminatory remarks related to race, religion, gender identity, disability, or culture
  • Inflammatory or unfounded allegations

3.2 Unreasonable Demands or Contact

While we are committed to providing timely service, the following may be considered unreasonable:

  • Repeatedly contacting multiple staff members about the same issue
  • Refusing to accept decisions or outcomes and demanding constant reviews
  • Excessive or persistent contact beyond what is necessary to progress a matter
  • Insisting on responses within unreasonable timeframes
  1. Managing Unacceptable Behaviour

 

4.1 Informal Interventions

Where inappropriate behaviour occurs, we may take initial steps to de-escalate the situation. This may include:

  • Asking the client to modify their behaviour
  • Ending a phone call or meeting if necessary
  • Limiting further contact until the issue is addressed

4.2 Formal Warnings

If the behaviour persists or is of a serious nature, we may issue a written warning. The warning will explain:

  • The specific behaviour of concern
  • The impact on our service or staff
  • Any communication restrictions we are implementing
  • The duration of those restrictions

Warnings may be recorded and shared internally if a client is engaged with multiple departments or solicitors.

4.3 Communication Restrictions

Depending on the circumstances, we may:

  • Limit contact to specific times or days
  • Assign a single point of contact
  • Require written-only correspondence
  • Decline to respond to repeated or irrelevant communications

4.4 Immediate Termination of Services

In cases of serious misconduct, such as:

  • Threats of physical harm
  • Intimidation or abusive behaviour posing risk to staff

We reserve the right to immediately terminate our relationship with the client and inform the relevant authorities, including the police, if necessary.

  1. Feedback and Complaints

We welcome constructive feedback. If you are dissatisfied with any aspect of our service, you may contact:

Complaints Officer:  donna@acclaimlegalservices.co.uk

Conclusion

This policy ensures that all interactions between Acclaim Legal Services Limited and our clients are built on mutual respect. We are committed to supporting our staff while continuing to provide high-quality service to those who engage with us in a professional and respectful manner.