Complaint policy

Stand Together Network under stands that people may act out of character in times of distress or due to frustration. We do not view behaviour as unreasonable just because a complainant is forceful or determined. Stand Together Network staff make reasonable allowances for complainants’ behaviour.  

However, sometimes the situation between a complaint and Stand Together Network staff can escalate and the behaviour of the complainant becomes unacceptable, for example becoming abusive, aggressive or threatening. Such abusive, aggressive, threatening or vexatious complaints are in the very small minority but we sometimes find ourselves in the position where we need to restrict or bring to end communication and access to our premises or staff.  

Our staff have the right to undertake their work free from abuse, threats and harassment, or vexatious and repetitive complaints. We expect our staff to be treated with courtesy and respect. Stand Together Network has a duty to protect the welfare and safety of staff and considers that violence, threats or abuse towards staff is unacceptable. Staff are also expected to treat complainants with courtesy, respect and fairness.  

Complainants who harass, or have been abusive, aggressive or threatening on one or more occasions towards our staff – or their families or associates – directly or indirectly, will be considered unreasonable.  

Any threats or acts of violence will cause direct contact with the complainant to be discontinued. Violence includes behaviour or language (written, oral, or in tone or otherwise) that may cause staff to feel afraid, threatened or abused. Examples of unacceptable behaviour include but not exclusively threats, verbal abuse, derogatory remarks, rudeness, racist, sexist, homophobic, transphobic, disablist or other harassment based on a personal characteristic or obscene remarks, repeatedly demanding disciplinary action be taken against staff, and where complainants are known to have recorded meetings or telephone conversations without consent.  

We also consider that inflammatory statements and unsubstantiated allegations can amount to abusive behaviour.  

Furthermore, Stand Together Network staff will bring to an end phone call if the caller is considered aggressive, abusive or threatening. The complainant will first be told that we consider their language offensive or their behaviour unacceptable, and will be asked to stop using such language or behaviour.  

If an officer considers behaviour to be unreasonable, they are advised in the first instance to refer it to their manager who may seek advice and guidance before determining future contact with the complainant, be that by telephone, in person, or electronically.  

Where complaints are deemed vexatious, the complainant will be notified in writing that no further correspondence will be entered into on the matter in question. Stand Together Network will initially keep one form of contact open so that there is not a ‘blanket ban’ on contact for any individual.  

Where unreasonable or abusive behaviour is determined, the complainant will be notified in writing that no further contact will be undertaken, and this will apply to all Stand Together Network contacts. A copy of this policy will be included and, if and where appropriate, a no-contact period specified. If further contact is necessary, the complainant will be informed that it will be made through our Director or a member of staff. A decision to restrict contact will be reconsidered if the complainant subsequently demonstrates more reasonable behaviour.  

If you disagree with a decision made by Stand Together Network to regard your behaviour as unreasonable, you can challenge it. Please refer to our Complaints Policy.  

All incidents of harassment or aggression will be documented and referred to senior staff. Inappropriate circumstances these matters may be referred to the police and Stand Together Network may consider taking appropriate legal action against the complainant, if necessary, without prior warning.