Our approach to unacceptable behaviour
Published 23 January 2019
Applies to England
© Crown copyright 2019
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We do not consider behaviour as unacceptable just because someone is assertive or determined. We understand that the circumstances leading to someone approaching RSH may have been upsetting or distressing, and that behaviour may be out of character. However, some individuals who contact us are so angry and/or persistent that their behaviour results in unreasonable demands on, or behaviour towards our staff. The regulator is committed to providing a safe environment for its staff and does not expect them to tolerate unacceptable behaviour, including:
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any form of behaviour that could be considered aggressive, abusive, offensive or threatening – this could include (but is not limited to): threats; personal insults; derogatory or discriminatory remarks; rudeness; unsubstantiated allegations; publishing pictures or any other personal data of or about staff, however obtained, without the express consent of the individual; publishing audio or video recordings of staff, however obtained, without express consent of the individual; requests for irrelevant information (such as where the staff member is located); or anything that causes staff to feel afraid, threatened, or abused.
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behaviour that makes unreasonable demands on our staff – this is behaviour that impacts on the regulator’s work because of the amount of information sought or provided, the nature or scale of service expected, or the regularity or quantity of approaches made. This could include (but is not limited to): unreasonably making repeated phone calls, emails, or letters; repeatedly changing complaints or raising unrelated concerns (although genuine new concerns or evidence will be properly considered); persistently and unreasonably complaining about multiple or individual staff members; persistently and unreasonably refusing to accept decisions; persistently refusing to accept explanations of the regulator’s role; continuing to pursue a matter which has been properly considered without presenting new relevant information.
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if the regulator considers that a person’s behaviour is unacceptable, we will tell them why, and will ask them to change it. If the behaviour continues, we will take further action and may restrict the person’s contact with us.