We understand that our customers can be experiencing some difficulties or stress but if callers become abusive, offensive or aggressive to staff members during a telephone call, staff may advise the caller that the call will be terminated if the unacceptable behaviour continues.
If the unreasonable behaviour continues, we will take action to put limits on your contact with our office. This decision will only normally be taken after a senior manager has reviewed the situation. Restrictions will be appropriate and in line with the nature of the behaviour.
Further details can be found on our complaints page (see above).