We aim for perfection in everything we do, however, we recognise that there may be occasions when we fall short of your expectations. We understand that it can be frustrating if something has gone wrong, there has been delay, or when we are simply not able to offer the solution you require. We will always work to resolve these situations as quickly as possible.
We expect and actively monitor that our employees are courteous, understanding and respectful at all times in their communication with our customers and we expect our customers to be respectful of our employees.
We would not expect our employees to have to tolerate:
- Aggressive or threatening behaviour
- Personal verbal abuse
- Derogatory remarks
- Inflammatory statements or offensive language
- Remarks of a racial or discriminatory nature.
While rare, treating our staff in this way is not acceptable and in situations where this does happen we will take active steps to prevent future occurrences, including where necessary, placing restrictions on the service we are able to offer. Examples of this could include permanent removal of a telephone service, up to closure of an account for a client, or termination of an agency for advisers.