Lyons Davidson deals with large numbers of customers every year providing great legal services to our personal and business customers.
However, where we see behaviour towards our people that is threatening, abusive or discriminatory, it may become necessary to change or in some circumstances cease our communication with customers.
In addition to the above, we may need to change or limit communication with customers due to the frequency, duration or where the content of any communication unreasonably hinders our ability to provide an effective service.
We will continue to make sure that our communication with all customers is accessible and this policy is intended to protect our people from the exceptional circumstances where we consider behaviour by our customers to be unacceptable.
Our Responsibilities
At Lyons Davidson we pride ourselves on providing a quality service to all our customers. We recognise accessing legal services can sometimes be because of a stressful or difficult event and we will do what we can to navigate a path for our customers.
We will communicate with customers in a timely manner, set out clear advice at each step and explain the process to navigate and resolve the issue.
Importantly, we will treat our customers with respect, listen and base our advice and recommendations on individual circumstances.
Your Responsibilities
Our expectation is that all our customers will be respectful towards all our people and not use language or behaviour which undermines that principle.
We will not tolerate behaviour that is threatening, abusive, discriminatory or rude nor accept communication that unreasonably hinders our ability to provide an effective service.
We understand that customers may not always be satisfied with our service. If this occurs, we remind customers that we have a customer complaint service, information for which can be accessed here.
Unacceptable behaviour process
If we identify behaviour that is unacceptable, we will contact and advise that we do not tolerate this towards our people. We may change the way we communicate or set out conditions for us continuing to act. If the behaviour continues to persist, we may decide we cannot act any longer.
In extreme circumstances we may decide that we are unable to continue to act immediately.