Zero Tolerance Policy

We understand that conveyancing can be a very difficult and stressful time for you, which is why our team is working so hard to help you. If at any time a member of our team encounters abuse from you, whether verbal, physical or written, then we reserve the right to take action to protect our staff and service providers.

Abuse includes (but not limited to):

  • explicit or implied threats;
  • verbal abuse;
  • bullying or threatening comments;
  • racist or sexist language of any kind;
  • derogatory comments;
  • offensive or profane language;
  • making inflammatory statements;
  • raising unsubstantiated allegations; or
  • actual or the threat of physical violence.

We have a zero-tolerance policy towards unreasonable demands and communication, which may include:

  • Persistent or unrealistic demands that cause stress to our team or service providers are unacceptable.
  • insisting on communicating only with a specific member of staff, or
  • adopting a “capture-all” approach by contacting many staff members and third parties, regarding the same query

How will we manage unreasonable behaviour?

All of our team members have are authorised to manage unreasonable behaviour, by, for example:
  • informing you that we will start recording the phone call
  • informing you that the phone call will be terminated

If we begin recording a phone call, you will be informed, and the resulting audio file will be transcribed and destroyed unless you are informed otherwise.

Incidents of unreasonable behaviour must be reported to the compliance officer at the earliest opportunity.

Violence or threats of violence will be reported to the police where appropriate. In all other cases, we will inform you that your behaviour is unreasonable and request that you modify your behaviour. You will be informed of the actions which will follow if the warning is ignored, and if you do not modify your behaviour, we will take steps to restrict communications with you. Where appropriate, we will consider which restriction options open to us are most suitable to your case, taking into account the nature, extent and impact of your behaviour on our ability to do our work.

For example:
  • Blocking your calls;
  • Blocking your emails;
  • Limiting who within the company will receive and handle your communications; or
  • Terminating the contract of service with our service provider

If we believe we need to limit our contact with you, a partner, manager, or compliance officer will make this decision and communicate it to you. You may ask for our decision to be reviewed by another company member with appropriate authority.

We hope this policy doesn't need to be used and trust we can have a good working relationship with all of our clients.