Unreasonable behaviour policy

Introduction

This policy sets out what we consider to be abusive or unreasonable behaviour, and the actions we might take if we consider your behaviour to be unacceptable. This policy sets out what we consider to be abusive or unreasonable behaviour, and the actions we might take if we consider your behaviour to be unacceptable.

Treating our customers fairly is central to our service. We believe that customers and/or third parties who contact Motability Operations should always be treated with dignity, politeness, and respect. Whether they’re making enquiries, providing information, or raising a complaint. Similarly, we expect those who contact us to treat our employees politely and appropriately.

Motability Operations has a policy of zero tolerance from customers and/or others whose conduct is threatening, intimidating, harassing or violent towards our employees.

We understand that the matters you wish to discuss are important to you and of course, they are important to us too. We also recognise that some issues can be frustrating or distressing. To help us address your concerns effectively, please be courteous to our staff, who deserve to be treated with good manners and respect. All our staff have the right to work without being subjected to abusive, inappropriate or unreasonable behaviour, language or communication, regardless of the circumstances. We will not tolerate such behaviour and continuation of such behaviours may impact how we communicate with you.

We will always consider making reasonable adjustments for anyone with protected characteristics defined under the Equality Act, 2010, if requested. However, if someone’s actions or behaviours negatively affect our colleagues or our work, we will take appropriate action.

Our policy defines what we consider to be unacceptable behaviour and the actions we may take if we find your interaction with us unacceptable.

We care about the safety and wellbeing of staff at all times while they are at work. We aim to understand and resolve issues to your satisfaction, but acknowledge and understand that not everyone will agree with our decisions. While this can be frustrating, we will not accept or tolerate any behaviour, communication or language that we consider abusive towards our staff. Similarly, we will not tolerate any behaviour that we consider harassment of any kind.

Aggressive, inappropriate or abusive behaviour includes but is not limited to:

• Threats of physical violence
• Continuous shouting
• Threats towards people or property (and vehicles) including to self
• Offensive or insulting language Aggressive or threatening behaviour or language
• Derogatory remarks/language
• Racist, sexist or homophobic language or any other discriminatory language related to a diversity/ protected characteristic
• Any other form of discrimination Is any form of sexual harassment, including, but not limited to, sexual comments or jokes, sexual gestures, and sending of sexually explicit emails or messages
• Includes the leaving of threatening or aggressive voicemails
• Includes posting aggressive, inappropriate or abusive comments or posts on a Motability Operations (MO) staff member’s professional profile on social media (e.g. LinkedIn) or posts on their own social media naming a member of MO staff
• Includes posting unacceptable or personally abusive comments about MO staff members in a survey or chat stream at a public event

We aim to be as accessible as possible providing appropriate and timely responses. Occasionally, certain types of communication or behaviour can put excessive or unreasonable demands on the time of our employees, affecting our ability to assist other customers.

Examples of unreasonable behaviour include, but are not limited to:

• Refusing to cooperate, or clarify an issue or matter, despite our offers of help
• Refusing to identify themselves when asked to do so
• Excessive communication with Motability Operations or our Scheme partners, whether by frequent calls e.g. on a daily basis, emailing numerous staff members, or sending detailed letters/emails every few days, and expecting immediate responses
• Refusing to allow the correct team to deal with the matter
• Making unjustified complaints against our people who are trying to help
• During a call, insisting on speaking to someone else, when we have explained to the caller they are speaking to the appropriate person
• Repeatedly demanding we respond within an unreasonable timescale
• Insisting on a face-to-face meeting when we do not consider it necessary
• Visiting our offices without an agreed appointment and insisting on being seen
• Pursuing multiple complaints at the same time and/or repeatedly pursuing complaints which have already been answered
• Raising many detailed questions that are not central to the issue(s), and insisting they are all answered
• Making inflammatory statements/ allegations that do not have substance
• Persistent refusal to accept a factually correct answer
• Refusing to accept a decision made where explanations for the decision have been given and the route of escalation has been provided
• Persistent refusal to accept explanations relating to what we can or cannot do
• Continuing to pursue complaints/ issues which have no substance

Our response will be appropriate and proportionate for each customer, and we will investigate thoroughly before acting. If we have already made a reasonable adjustment for the individual, this will be considered when deciding upon the appropriate course of action.

• We will explain what we see as unacceptable and ask that person to change their behaviour, communication and/or language. If it continues, we may stop communicating directly with that person or their representative (we may end the call if we are on one), and only communicate in writing through a letter sent by post, or email

• Only communicate with them through a representative or third party such as a relative, friend or community advocate

• Restrict communicating with that person on a specific matter or topic Terminate our agreement with you due to continued unacceptable behaviour after warnings and/or reasonable adjustments have been made. A sanction period would apply where you are unable to rejoin the Scheme until this time has lapsed

In circumstances where we have reasonable belief that a crime may have been committed, we will refer the unacceptable behaviour or communication to the Police.

We have profiles on Facebook, Instagram, LinkedIn, and X. We use these social media profiles to share our publications and information, and we monitor them to gain valuable insight which informs our work.

We do not tolerate abusive or inappropriate behaviour, communication or language towards Motability Operations or our staff on these websites. This includes posts or comments on our employee’s social media sites related to the work undertaking at Motability Operations. We also do not tolerate unacceptable or personally abusive comments about Motability Operations staff members at public events.

Content that we believe to be abusive or unsuitable is escalated for further action, which may include contacting the author, reporting it to the relevant social media company and/or taking legal action including referral to the police.