Unacceptable actions

Organisations should aim to make their services as accessible as possible whilst protecting and supporting staff, and helping them to identify and manage unacceptable behaviour or actions proportionately and effectively. As part of their commitment to ensure that procedures remain user-focused, many organisations adopt an ‘unacceptable actions policy’ to manage unacceptable actions of customers.

If you would like to find out more about the SPSO’s approach to managing such actions please refer to our Unacceptable Actions Policy.

Organisations may also wish to consult our Complaints Handling Practice Guide: Dealing With Problem Behaviour (published July 2015).