Respectful Conduct Policy

I understand that people may act out of character in times of trouble or distress. There may have been upsetting or distressing circumstances leading up to a constituent approaching my office. However, I will not tolerate behaviour or actions that result in unacceptable or excessive demands on my staff. This may include actions or comments directed at a third party. We’ll give you a chance to change your behaviour before we stop helping you – unless your behaviour threatens the safety of my staff or other people. 

Definition of Unacceptable Behaviour 

Aggressive or Abusive Behaviour: 
Unacceptable behaviour includes any language or actions that make my staff feel afraid, threatened, or abused. This includes, but is not limited to: 

  • Insulting, degrading, or patronising language. 

  • Serious, malicious allegations without evidence. 

  • Any form of physical violence or threats of violence. 

  • Derogatory remarks based on race, gender, sexual orientation, age, disability, religion, or other personal characteristics. 

  • Threatening behaviour in person, via email, telephone, or on social media. 

Unreasonable Demands and Vexatious Complaints: 
Unreasonable demands may involve excessive or repeated requests, such as: 

  • Demanding immediate responses within an unreasonable timeframe. 

  • Repeatedly seeking appointments without valid justification. 

  • Refusing to communicate with designated staff members. 

  • Raising the same issue after I have provided a clear response or resolution. 

Unacceptable levels of contact may include: 

  • Frequent, repetitive telephone calls or emails. 

  • Lengthy correspondence repeating the same points. 

  • Excessive copying of external communications without relevance to the case. 

Harassment: 
Harassment includes any action intended to distress or intimidate my staff, such as: 

  • Recording conversations without consent and sharing them publicly. 

  • Contacting staff on personal social media platforms or publishing personal details. 

  • Posting personal, sensitive, or private information about my staff online or elsewhere. 

How I Will Respond to Unacceptable Behaviour 

I do not expect my staff to tolerate unacceptable behaviour. When such behaviour occurs, we may take the following actions: 

  • Verbal Warning: 
    Constituents will be warned if their behaviour is unacceptable, giving them the opportunity to modify it. 

  • Escalation of Action: 
    If the behaviour continues or escalates, we may: 

    Place callers on hold. 

    End telephone calls. 

    Decline to reply to abusive letters or emails. 

    Ask individuals to leave the office or event if behaviour in person is inappropriate. 

  • Record and Investigate: 
    We will record incidents of unacceptable behaviour. I, or my representative, will investigate and decide on appropriate action, which may include: 

    Limiting contact with the constituent to a single point of contact. 

    Communicating only in writing or through a representative. 

    Ceasing all direct contact or assistance with the case. 

    Referring the matter to the police where criminal threats are made. 

  • Limiting Contact: 
    If it becomes necessary to limit a constituent’s contact with my office, the constituent will be informed of this decision in writing. 

Social Media Conduct 

I value engagement with constituents through various platforms, including social media. However, all interactions must remain respectful. Unacceptable behaviour on social media includes: 

  • Abusive or offensive language directed at my staff or others. 

  • Spreading false information or making unsubstantiated accusations. 

  • Posting personal details or sensitive information about myself, my staff, or other individuals. 

  • Engaging in defamatory, threatening, or harassing behaviour. 

If such behaviour occurs, I reserve the right to: 

  • Hide or delete abusive comments. 

  • Block users who repeatedly breach these guidelines. 

  • Report serious threats or abusive content to the relevant platform or authorities. 

Persistent or Unreasonable Requests for Information 

While I am committed to transparency and providing helpful information, there are limits to the resources my office can dedicate to certain requests. Persistent or unreasonable requests for information include: 

  • Demanding large volumes of information within a short timeframe, especially when the information is already publicly available. 

  • Repeatedly requesting updates on the same matter when no new information is available. 

  • Insisting on responses to issues outside my remit or where no further action can be taken. 

If such requests are made, my staff will: 

  • Provide an explanation of the available information or the limits of what my office can provide. 

  • If necessary, limit future responses if the behaviour continues despite clear communication. 

Equality and Reasonable Adjustments 

My office complies with the Equality Act 2010. I am committed to making reasonable adjustments for people with protected characteristics to ensure they can still access our services. Adjustments may include: 

  • Using alternative methods of communication. 

  • Providing information in accessible formats (e.g., large print, translations). 

  • Giving clear warnings if conversations become unproductive and allowing time for behaviour modification before action is taken. 

However, adjustments do not excuse abusive or threatening behaviour. If an individual with a protected characteristic engages in unacceptable behaviour, we will consider how any restrictions might affect them and make appropriate accommodations where necessary.