Policy
1.1 High Life Highland is committed to providing its customers with professional services to a high standard and seeks to do so in a polite and courteous manner.
1.2 However, when things go wrong, customers have a right to be heard, understood and respected. We seek to be open and accessible in ensuring that complaints are dealt with appropriately, effectively and with a view to improving the services it provides. We operate a two-stage complaints procedure, which is based largely on the Scottish Public Services Ombudsman’s model complaints handling procedure.
1.3 On some occasions, the behaviour or actions of customers makes it difficult for us to deal with their complaint. In a small number of cases, their actions become unacceptable because they involve abuse of our staff or processes or complain in such circumstances that their actions or behaviour do not justify expending further resources or are otherwise unreasonable.
1.4 When this happens, we will take action to protect our staff, and will consider the impact of the behaviour on our ability to carry out our duties and provide services to others.
1.5 This Policy is supported by detailed guidance which explains how HLH will approach these situations and will define under which circumstances a customer’s actions can be classed as unacceptable.
1.6 This Policy should be read in conjunction with the Violence at Work and Social Media guidance. It is based on the Scottish Public Services Ombudsman’s Unacceptable Actions Policy.
