There will be occasions when the behaviour or actions of individuals using our service makes it challenging for us to deal with their complaint. The ASA recognises that people may act out of character in times of distress or that they may have special needs according to personal circumstances, for instance due to reasons of disability or illness. We will always aim to make reasonable adjustments to our approach to case handling and communications to take account of such circumstances. However, where the customer’s actions result in unreasonable demands on us or unacceptable behaviour towards staff, we reserve the right to manage customer contact to protect our staff and to maintain the effectiveness of our service to other customers.
In no circumstances will we tolerate behaviour which involves abuse of or threatening behaviour towards our staff.
The ASA also reserves the right to temporarily limit customer access to our complaint handling services where we consider that the volume of complaints from an individual is disproportionate or are otherwise vexatious.
Examples of unacceptable behaviour
- use of abusive, obscene or threatening language
- comments of a discriminatory nature
- repeated unnecessary phone calls or refusal to end telephone conversations
- persistent or lengthy letter writing (or contact by email) which is adding nothing new to the matter
- large numbers of complaints in a short timescale from the same individual
Types of restrictionThe types of restrictions that can be placed on communication include:
- no further calls will be accepted and all future contact must be in writing
- correspondence will only be replied to if it is raising new issues or concerns
- correspondence will not be replied to if it contains abusive, obscene or threatening language, or discriminatory comments
- no further complaints will be accepted for a notified period