Our Respect Policy is in place to ensure that communications between our customers and members of our team are conducted in a manner that ensures both parties are respectful to one another at all times.
Section 1. Abusive Language Will Not Be Tolerated
Language that is abusive, or can reasonably be perceived to be abusive, will not be tolerated by any member of the Twins.co.uk team.
As a business, we define abusive language to be any language that is used to upset, undermine, threaten or offend a member of our team. This can include:
It also includes language that targets, directly or indirectly, a person's:
This list is not exhaustive.
Twins.co.uk will not tolerate abusive language and adopts a zero tolerance policy towards it.
Section 2. The Right To Terminate A Conversation
The use of abusive language is a clear indication that respectful communication has broken down. In these circumstances, Twins.co.uk reserves the right to unilaterally bring a conversation to an immediate conclusion.
Where language used by a customer over the telephone is deemed to be abusive, we will usually take the following steps:
Section 3. The Right To Terminate Written Correspondence
Where language used by a customer in email or written correspondence is deemed to be abusive, we will usually take the following steps:
Section 4. Management Summary
This Respect Policy has been written by, and is fully supported by, the Senior Management Team of Twins.co.uk.
It is of the utmost importance to us that all members of our team are able to work without fear, and are not subjected to any form of abuse or insult.
We accept that we will be party to robust and direct communications from our customers on occasion. However, we are committed to protecting our colleagues from abusive language and behaviour which is indicative of a breakdown of mutual respect.
The full Twins.co.uk complaints procedure can be viewed here - Complaints Procedure