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Engagement Policy

Our service is independent, impartial and free.  We believe that complainants have a right to be heard, understood and respected.  We work hard to be open and accessible to everyone.

Occasionally, the behaviour or actions of individuals using our service makes it very difficult for us to deal with their complaint.  In a small number of cases the actions of individuals become unacceptable because they involve abuse of our staff or our process.

When this happens we have to take action to protect our staff.  We also consider the impact of the behaviour on our ability to do our work and provide a service to others.

Our Engagement Policy explains how we will interact with people and approach these situations.

Working with us: respecting each other

  • We believe that everyone who contacts us has the right to be treated with respect and dignity.
  • We will listen with empathy and kindness.
  • We will treat everyone fairly and justly.

To do this, we need your help

  • Tell us what you need.
  • Tell us the best way we can communicate with you.
  • Tell us what method of communication works best for you.

We will do our best to meet your needs. We can share examples of what changes have helped others.

It is okay to change your mind or realise something else will work better at any time.

Tell us if something is going wrong

  • We want to fix problems and to know if you are unhappy. Please tell us; we will check what we have done against our standards and make changes if we can.

Remember we are people too 

  • We know you may be frustrated, distressed or angry because of something that has happened.
  • Our staff have the same rights to be treated with respect and dignity as our users, and we must provide a safe working environment for them.
  • We must also provide a service to all our customers

This means we need to handle any situation or actions which could have a negative impact on our staff or our ability to work. We may need to speak with you about this or we may need to change the way we engage with you. If this happens, we will explain what we are doing and why. A copy of our policy about this can be downloaded below, or we can send you a copy of this policy on request.

Please contact us if you would like this leaflet in another language or format (such as large print, audio, BSL or Braille).


Updated: January 16, 2023