We believe that our customers have a right to be heard, understood and respected.
We work hard to be open and accessible to everyone and to provide a good service to all our customers.
We also believe that our staff deserve to be treated fairly and with respect, free from intimidation, harassment or threats of violence.
Aggressive, violent or abusive behaviour will not be tolerated and may result in your services being restricted. In extreme cases, we may contact Police Scotland.
We understand that customer may be frustrated or angry about a situation raised with the Association. If that anger escalates into aggression towards staff, where our staff member feels threatened or unsafe, we consider that unacceptable.
Any violence or abuse towards staff will not be accepted. Violence is not restricted to acts of aggression that may result in physical harm – it also includes behaviour or language (whether verbal or written) that may cause staff to feel offended, afraid, threatened or abused. We will judge each situation individually and appreciate individuals who come to us may be upset.
Language which is designed to insult or degrade, is derogatory, racist, sexist, transphobic, or homophobic, or which makes serious allegations that individuals have committed criminal, corrupt, perverse or unprofessional conduct of any kind, without any evidence, is unacceptable.
We may decide that comments aimed not at us, but at third parties, are unacceptable because of the effect that listening or reading them may have on our staff.
When you attend the Association for an appointment, we expect you to be sober. If you appear to be under the influence of alcohol or any other substance, you will not be seen for your appointment and will be asked to re-arrange.
Further information can be found in our Unacceptable Action Policy.