Our Approach to Unacceptable Behaviour

We are committed to dealing fairly, appropriately and transparently with all our customers, including those whose behaviour we consider unacceptable. We believe that everyone who approaches us should be treated with respect and that our staff are entitled to expect to be treated in the same way. For the very few customers whose actions or behaviour we consider do not meet this standard the Ombudsman retains the right to take appropriate action to manage our relationship with that customer.