1. Most clients communicate with us in a polite and courteous manner. This policy explains how we deal with the small number of individuals whose behaviour is unreasonable and affects our ability to work effectively.
2. This policy applies to clients, prospective clients, and third parties interacting with Boulter and Co LLP.
3. We are committed to treating clients respectfully and expect the same in return. We do not tolerate abusive, threatening, discriminatory, or harassing behaviour toward any member of our team. Where such behaviour occurs, we may restrict communications or cease acting, subject to our professional obligations
4. If you are dissatisfied with our service, you should raise this in accordance with our Complaints Policy, available on request or on our website.
5. We will make reasonable adjustments for clients with specific communication needs in line with our Equality, Diversity and Inclusion Policy.
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Unreasonable Behaviour
6. We understand that clients may sometimes feel upset or distressed. However, we do not accept behaviour that is abusive, discriminatory, harassing, or places unreasonable demands on our partners and staff.
7. Examples include (but are not limited to):
Aggressive or abusive behaviour
• threats or intimidation
• verbal abuse or offensive language
• derogatory or inflammatory remarks
• making serious allegations without reasonable basis
Harassment or discrimination
• behaviour that is offensive, degrading, or targets protected characteristics partners and staff at the firm
• refusing to engage with partners and staff based on personal attributes
Unreasonable demands
• insisting on unrealistic timescales
• excessive or repetitive contact
• demanding access to specific partners and staff or outside of usual office hours
• contacting multiple partners and staff about the same issue(s) unnecessarily
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Managing Unreasonable Behaviour
8. We operate a zero-tolerance approach to threats, harassment, or abuse. Such behaviour may be reported to the Police and may result in immediate termination of our services.
9. Where behaviour is unacceptable, we may:
• warn you and explain required changes
• limit communication or require contact through a named person
• restrict the issues we will deal with
• cease acting on your behalf
• decline to accept future instructions
10. In serious cases, we may take action immediately without prior notice.
11. All incidents are recorded. Any decision to restrict services will be made by a partner.
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Appeals
12. If you disagree with a decision to restrict our services, you may appeal through our Complaints Policy.
