Unacceptable Client Behaviour Policy
Introduction
At Magara Law, we pride ourselves on providing excellent service to our clients. The majority of our clients interact with us in a respectful and courteous manner. This policy outlines our approach to managing the rare instances where client behaviour
becomes unacceptable, making it challenging for us to effectively handle their matter or address their enquiry.
We expect our staff to be treated with the same level of respect and courtesy that we extend to our clients. This policy defines what we consider to be unacceptable behaviour and outlines the actions we may take in response.
Policy Objectives
Our aims are to:
✔ Define unacceptable behaviours.
✔ Ensure our work is not compromised by unreasonable conduct.
✔ Maintain a safe working environment for our staff.
✔ Empower our team to handle unacceptable behaviour effectively.
✔ Encourage reporting of unacceptable behaviour within the firm.
Defining Unacceptable Behaviour
We understand that clients may be under stress when contacting us, which can sometimes lead to uncommon behaviour.
However, we cannot tolerate behaviour that is aggressive, abusive, harassing, or that places unreasonable demands on our staff.
Aggressive or Abusive Behaviour
This encompasses:
✔ Threats.
✔ Verbal abuse.
✔ Derogatory/offensive language.
✔ Inflammatory statements.
✔ Unsubstantiated allegations.
✔ Discriminatory language.
Harassment
Harassment includes unwanted behaviour:
✔ Related to protected characteristics.
✔ Intended to cause distress or alarm on multiple occasions.
Unreasonable Demands
To maintain our high standards, we must be able to manage cases appropriately. Unreasonable demands can hinder our ability to serve all clients effectively.
Examples of unreasonable demands include:
✔ Pressuring us to meet unrealistic timelines.
✔ Excessive insistence on speaking to specific staff members.
✔ Expecting availability outside working hours.
✔ Continual contact that hinders our ability to progress the matter.
✔ Contacting multiple team members about the same issue.
Managing Unacceptable Behaviour
We may take several steps to address unacceptable behaviour. All staff members are authorised to manage such situations. We have a zero-tolerance policy for abusive behaviour, harassment, or threats against our staff. Such incidents will be reported to the authorities. Staff may place callers on hold or terminate calls if behaviour is unacceptable after providing a warning when possible.
In cases of persistent unacceptable behaviour, we will:
✔ Explain why the behaviour is considered unacceptable.
✔ Outline necessary changes for continued service.
✔ Describe potential restrictions if the behaviour persists.
✔ Provide a copy of this policy.
If unacceptable behaviour continues, we may:
✔ Limit contact to specific staff member(s).
✔ Restrict the scope of communication.
✔ Limit the issues we will address.
✔ Terminate our services.
✔ Decline future instructions.
These measures may be applied individually or in combination. Decisions to restrict service will be made by a director of Magara Law. All incidents of unacceptable behaviour are documented.
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