Unacceptable Behaviour Policy

1. This Policy sets out the OIA’s approach to the relatively few complainants whose actions or behaviour we consider unacceptable. The term complainant includes anyone acting on behalf of a complainant or who contacts our office in connection with a complaint. The principles set out in this Policy also apply to our dealings with people other than complainants.

2. The OIA is often the last resort for students and, whilst we understand that bringing a complaint can be a stressful experience for students, we have a duty to ensure the safety and welfare of our staff.

3. We are committed to dealing with all users of the OIA Scheme fairly and impartially and to providing a high quality service. As part of this service we do not normally limit the contact complainants have with us. However we do not expect our staff to tolerate behaviour which we consider to be unacceptable, for example, communication which is:

  • abusive, offensive, defamatory or distressing;
  • aggressive, threatening, coercive or intimidating;
  • unreasonably persistent or demanding.

We will take action to protect our staff from such behaviour.

4. Complainants can contact us by letter, email or telephone. Our telephone calls are recorded for service and training reasons. We will normally ask complainants to confirm in writing any comments that they have made to us over the telephone so that we can forward a copy to the university. (We will always consider alternative means of communication in appropriate cases.) We cannot respond to enquiries from anyone who is not named as a representative by the complainant.

5. When we consider that the behaviour of a complainant is unacceptable we will tell them why we find their behaviour unacceptable and we will ask them to change it. If the unacceptable behaviour continues, we will take action to restrict their contact with our Office.

6.  The decision to restrict access to our Office will be taken by the Independent Adjudicator, the Deputy Adjudicators or Chief Operating Officer and Company Secretary. Any restrictions imposed will be appropriate and proportionate. The options we are most likely to consider are:

  • requesting contact in a particular form (for example letters only);
  • requiring contact to take place with a named officer (please note that complainants should normally write to or telephone only the named casehandler);
  • restricting telephone calls to specified days and times;
  • asking the complainant to appoint a representative to correspond with us; and/or
  • asking the complainant to enter into an agreement about their conduct.

7. Normally we will write to tell the complainant why we believe their behaviour is unacceptable, what action we are taking and the duration of that action.

8. Where a complainant behaves unacceptably during a telephone conversation, we may as a last resort terminate the call.

9. Where a complainant continues to behave in a way which we consider to be unacceptable, we may decide to terminate contact with them. This may mean that we will not continue with our review.

10. Where the behaviour is so extreme that it threatens the immediate safety and welfare of the OIA’s staff, we will consider other options, for example reporting the matter to the Police or taking legal action. In such cases, we may not give the complainant prior warning of that action.

11. This Policy and its use will be reviewed on a regular basis.

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