We understand that in some cases, complainants will contact us in distressing circumstances and may need significant support and assistance. We expect our staff to be accessible and courteous to everyone.
In a small number of cases, complainants seek to interact with our staff in an unacceptable way. In cases like these, we may reject, without further consideration, complaints which are vexatious or disproportionate. This applies both to the nature of the complaint and to how it is pursued.
We do not expect our staff to tolerate unacceptable behaviour including:
We reserve the right to take appropriate action in cases where complainants are behaving unacceptably including restricting the manner in which the complainant may communicate with our staff or declining to further consider a complaint.
This policy also applies to contacts with any staff who may be handling your complaint at our member publications.