Introduction
We want everyone who uses our service to feel respected, heard and understood. We also want our staff to feel safe and supported in their work. This online policy explains how we expect people to behave when they contact us, and what you can expect from us in return.
Our aim? To keep communication respectful and to create an environment where concerns can be dealt with fairly and calmly.
We recognise that making a complaint can be stressful. Many people who contact us feel anxious, frustrated or worried. We will always try to communicate in a way that reduces stress and supports you through the process. At the same time, we must make sure our staff can work safely and that we can continue to provide a fair service to everyone.
This policy explains the kinds of behaviour that can make it difficult for us to do our work and the steps we may take when that happens. This includes behaviour that we would normally regard to be frivolous or vexatious. Our goal is to support positive engagement on both sides.
The principles of how we work
- We treat everyone fairly and with respect.
- We aim to resolve issues quickly with positive communication.
- We will seek to understand and make reasonable adjustments where we can.
- We will explain concerns and give the opportunity to change behaviour.
- Formal warnings and restrictions are used only when necessary, with clear explanations.
- Restrictions are a last resort.
- All actions taken are recorded securely and handled in line with data protection and record retention policies.
- Decisions about serious restrictions are reviewed and/or approved by the Management Team as part of our internal quality control process in order to ensure consistency and fairness.
Who the policy applies to
This policy applies to anyone who contacts us in any way. It includes students, student representatives (including parents, carers, or designated responsible adults), and staff at providers or at student representative bodies.
This policy covers all kinds of communication, including calls, letters, emails, online forms, meetings and any public comments made about our staff or organisation.
What you can expect from us as a service provider
We are independent, impartial and free to use. We want everyone to have a fair experience of our process. You can expect us to treat you with respect, to communicate clearly and to explain what we need from you at each stage. You can also expect us to make reasonable adjustments where possible so that Disabled People can take part fully in our process.
What we expect from you as a service user
We ask you to treat our staff with courtesy and respect. This includes communicating honestly, providing information when we ask for it, and working with us in a reasonable way. We understand that you may not always agree with our decisions, but we ask you to express your views in a respectful way. If you find something difficult in our process, please tell us so that we can try to help.
Unacceptable behaviour
Most people engage with us in a positive and respectful way. However, some behaviours can stop us from doing our work or may cause harm to our staff. These behaviours are not acceptable. They include verbal or written threats, harassment, stalking, repeated or excessive contact, discriminatory remarks, intimidating behaviour and unreasonable demands.
This list is not complete. We may take action whenever we believe behaviour presents a risk to our staff or affects our ability to provide our service.
Demonstrating that we care: Protecting our staff from abuse
There are some behaviours that we do not tolerate under any circumstances. These include:
- threats of harm
- harassment
- violent behaviour
- stalking, and
- discriminatory language.
If any of these behaviours occur, even once, we will take immediate action. This will usually mean stopping direct contact with the person involved. It may also mean ending our review of their complaint. We may also report the behaviour to relevant authorities if we believe it is necessary.
Unreasonable demands
We understand that people may want quick answers or detailed responses. We always try to deal with concerns as quickly as we can. However, unreasonable or excessive demands can stop us from working effectively. For example, requesting actions outside our process or repeatedly insisting on information that we have already explained can delay our work for everyone. We also cannot provide outcomes that fall outside our role, nor can we offer an alternative outcome simply because a service user does not like the outcome.
Unacceptable levels of contact
We expect contact to be reasonable. Contact becomes unacceptable when someone contacts us repeatedly without waiting for a reply; sends very long or unmanageable correspondence; or uses inappropriate channels such as contacting our staff through social media.
Our Board of Directors and Trustees will never review an individual case.
Controlling and coercive behaviours
We will not accept threats of self-harm, harm to others, control and coercion, or threats to the physical or psychological safety of our staff to try and influence us.
Refusing to work with us
Our process works best when everyone cooperates. If someone ignores requests for information, refuses to accept clear explanations, emails large mailing groups (including our Board of Directors and Trustees) or attempts to bypass our process, it may not be possible for us to complete our work.
Disrespectful or intimidating behaviour
Communication must be respectful. Speaking over staff, using demeaning language, trying to control how or when we respond, or making personal comments can create an environment where staff feel unsafe. We recognise that some people may be coping with difficult circumstances, but we do not tolerate behaviour that harms or intimidates our colleagues.
Aggressive or abusive behaviour
Aggressive or abusive behaviour is unacceptable. This includes shouting, threats, degrading language, personal insults and hostile messages online or in person. It also includes discriminatory comments relating to disability, perceived gender, religion, belief or other characteristics.
How we respond to unacceptable behaviour
We use a clear three step approach.
- Ask the person to change their behaviour and explain why it is a problem.
- If the behaviour continues, we give a formal warning.
- If the behaviour carries on after a warning, or if it is very serious, we take steps to manage the relationship.
These steps may also include limiting who you can speak to, how you can contact us, or the frequency of communication. They may also include returning correspondence that contains unacceptable content or temporarily placing a case on hold.
In some cases, we may stop all direct contact and close the case.
In very serious situations, we may move straight to managing contact without giving a warning. This may happen if behaviour is threatening, abusive or presents any risk to staff.
We will always signpost to agencies and bodies who are recognised support professionals in order to keep you as safe as we can, and we may decide to contact the Emergency Services if a risk to life is identified.
Reasonable adjustments
We want our process to be accessible. We encourage people to tell us if they need adjustments so that they can communicate with us effectively. We are committed to the rights of Disabled People and will make reasonable adjustments where possible.
However, we still have a duty to protect our staff. Reasonable adjustments do not require us to accept abusive or unsafe behaviour.
Complaints about this policy
If you believe we have not applied this policy correctly, you can raise a complaint with our Service Complaints Team. This process is separate from our process for reviewing complaints about providers. It does not cover disagreements about the outcome of your original complaint.
Questions you may have about this guide
The below points are not designed to be exhaustive. We will always encourage you to speak to us if you have a question, but you may find the below helpful in thinking about common issues.
Depending on the seriousness of the behaviour, we will first ask you to change the behaviour. If it continues, we will issue a warning. If necessary, we may manage or restrict contact to protect our staff and service.
Restrictions to contact with us are a last resort. Our decisions are final. There is no right of appeal, but you can submit a Service Complaint if you believe the policy was not applied correctly.
The exception to this is if we decide to terminate or suspend consideration of your complaint as a restriction. Then you do have the right to appeal. More information on this can be found on our website.
We make reasonable adjustments to help remove barriers to our service. We can adapt how we apply this policy where needed. We aim to be fair and inclusive at all times.
Complaints should be sent to the Service Complaints team (servicecomplaints@oiahe.org.uk) and will be considered under our Complaints about our service process.
We have information about sources of support on our website. Our staff are always happy to signpost students to this and to any other services that we may be able to help. Remember, if you feel a risk to yourself or others, to always engage the Emergency Services without delay.
More information
Sources of support
View our list of contact details for helplines and support services
Your options when your complaint is closed
Your options when our review process has come to an end
Complaints about our service
We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes.