Purpose 

This policy outlines the standards of respectful behaviour expected from all individuals when interacting with my office. While I understand that people may act out of character during times of distress or difficulty, it is essential to maintain a safe and respectful environment for everyone. 

 

Understanding Distress 

I recognise that constituents may approach my office following upsetting or distressing circumstances. While I fully appreciate the emotional context, I will not tolerate behaviour or actions that result in excessive or unreasonable demands on myself or my staff. This includes actions or comments directed at third parties.  I will give you the chance to change your behaviour but reserve the right to limit or end contact. 

 

Definition of Unacceptable Behaviour 

Aggressive or Abusive Behaviour 

– Insulting, degrading, or patronising language 

– Serious, malicious allegations without evidence 

– Any form of physical violence or threats 

– Derogatory remarks based on race, gender, sexual orientation, age, disability, religion, or other personal characteristics 

– Threatening behaviour in person, via email, telephone, or social media 

 

Unreasonable Demands and Vexatious Complaints 

– Demanding immediate responses within an unreasonable timeframe 

– Repeatedly seeking appointments without valid justification 

– Refusing to communicate with designated staff members 

– Raising the same issue after a clear response or resolution has been provided 

 

Unacceptable Levels of Contact 

– Frequent, repetitive telephone calls or emails 

– Lengthy correspondence repeating the same points 

– Excessive copying of external communications without relevance to the case 

 

Invasion of Privacy and Harassment 

– Recording conversations without consent and sharing them publicly 

– Contacting myself or staff on personal social media platforms 

– Publishing personal details 

– Posting personal, sensitive, or private information about myself or staff online or elsewhere 

 

Social Media Conduct 

The following behaviours on social media are considered unacceptable: 

– Abusive or offensive language directed at myself, my staff, or others 

– Knowingly spreading false information or making unsubstantiated accusations 

– Posting personal details or sensitive information about myself, my staff, or others, including disclosing information such as surgery venues contrary to our security policies 

– Engaging in defamatory, threatening, or harassing behaviour 

 

If such behaviour occurs, I reserve the right to: 

– Hide or delete abusive comments 

– Block users who repeatedly breach these guidelines 

– Report serious threats or abusive content to the relevant platform or authorities 

 

Persistent or Unreasonable Requests for Information 

The following are considered unreasonable and may result in restricted communication: 

– Demanding large volumes of information within a short timeframe, especially when the information is already publicly available 

– Repeatedly requesting updates on the same matter when no new information is available 

– Insisting on responses to issues outside my remit or where no further action can be taken 

 

Equality and Reasonable Adjustments 

My office complies with the Equality Act 2010 and is committed to making reasonable adjustments for individuals with protected characteristics to ensure they can access our services. Adjustments may include: 

– Using alternative methods of communication 

– Providing information in accessible formats (e.g., large print, translation, easy read) 

– Giving clear warnings if conversations become unproductive 

– Allowing time for behaviour modification before action is taken 

However, adjustments do not excuse abusive or threatening behaviour. 

If an individual with a protected characteristic engages in unacceptable behaviour, we will consider how any restrictions might affect them and make appropriate adjustments where necessary. 

 

Response to Unacceptable Behaviour 

1. Verbal Warning 

Constituents will be warned if their behaviour is deemed unacceptable and given the opportunity to modify it. 

2. Escalation of Action 

If the behaviour continues or escalates, we may: 

– Place callers on hold 

– End telephone calls 

– Decline to reply to abusive letters or emails 

– Limit or end contact 

Note: If behaviour threatens the safety of staff or others, immediate action will be taken without prior warning. 

 

Recording and Investigation 

I may record incidents of unacceptable behaviour. I or my representative will investigate each case and decide on the appropriate course of action. This may include: 

– Limiting contact with the constituent to a single point of contact 

– Communicating only in writing or through a representative 

 

– Ceasing all direct contact or assistance 

 

Accessibility and Feedback 

We welcome feedback on this policy, especially from individuals who may require adjustments. 

Please contact our office if you: 

– Have suggestions for improving this policy 

– Need this policy in an alternative format (e.g., large print, translation, easy read) 

 

How to Complain 

If you have a complaint about a member of my staff, please email [email protected] so that I can investigate the matter. 

If your complaint is about me, please find information here on how to complain about an MP The Commissioner’s remit and contact details – UK Parliament 

 

[Review Date 30 June 2027]