Unacceptable Behaviours Policy 

Purpose 

Railway Competence Group Ltd are committed to providing excellent customer service and a positive candidate experience.  

Railway Competence Group’s staff will ensure that candidates and customers are treated with respect and communicated with in a polite and professional manner.  

Railway Competence Group have a duty of care for the health and wellbeing of our staff and will not tolerate abusive, threatening, aggressive or disruptive behaviour. 

The purpose of this policy is to outline what is deemed unacceptable behaviour and the potential outcomes associated with failing to adhere to this policy.  

Introduction 

Railway Competence Group will ensure that our staff treat individuals fairly and with due respect and courtesy. The same courtesies are to be applied to our team by all individuals engaging with Railway Competence Group or any of our representatives.  

Aggressive, rude, offensive or disruptive behaviour will not be tolerated, and we reserve the right to refuse service to individuals in breach of this policy. 

Any threats of violence or violent behaviour will be reported to the Police, and we will pursue legal action. 

For clarity; 

The term ‘individual’ applies to any individual accessing our services or contacting Railway Competence Group in any format.

The term ‘staff’ applies to anyone working for or on behalf of Railway Competence Group.  

Scope  

The strategies proposed in this document are made on the understanding that they are relevant and applicable to all individuals engaging with Railway Competence Group. 

The definition of ‘unacceptable’ and ‘unreasonable’ customer behaviour may also be understood as ‘persistent’ and / or ‘vexatious’ behaviour and this applies to all verbal, physical and written contact with Railway Competence Group, as described above. 

Railway Competence Group will determine what we consider to be unacceptable or unreasonable behaviour and will implement this policy accordingly. 

Examples of what we consider to be ‘unacceptable’ and / or ‘unreasonable’ behaviour may include, but is not limited to:  

• Abusive communications including verbal or written communications using rude, abusive, foul language or remarks, personal remarks directed at individual members of staff or discriminatory language including in relation to any of the Protected Characteristics under the Equality Act 2010.  

• This includes and is not limited to using derogatory, threatening, abusive, demeaning, offensive or discriminatory language in written correspondence and online (including social media).  

• Threatening and / or the actual physical abuse of staff.  

• Damage to Railway Competence Group property. 

• Sending multiple correspondence to a variety of staff or services without allowing time for response.  

• Prolonged and repeated contact beyond the point at which the Railway Competence Group’s processes have been exhausted. Raising complaints outside of the processes/procedures to maintain extended contact.  

• Making defamatory, false and/or inflammatory claims about Railway Competence Group and/or our staff. 

•  A failure to comply with arrangements that have been made in line with this policy.  

• Attending calls, meetings and/or our offices whilst under the influence of drugs/alcohol.  

Examples of what we consider to be ‘unreasonable’ and/or ‘persistent’ communication may include but is not limited to:  

• Personal remarks/complaints about staff without providing evidence. 

• Refusing to adhere to Railway Competence Group Appeals/Complaints policy, not specifying the grounds for the complaint/appeal.  

• Repeatedly demanding responses within unreasonable timescales.  

• Attending Railway Competence Group offices to discuss issues, without an appointment.  

• Submitting false documentation.  

• Covertly recording meetings or conversations without the written consent of those involved. 

• Making serial allegations or complaints with excessive correspondence relating to the same/similar matters.  

• Vexatious behaviour. 

• Pre-mature threats that regulators will be informed, prior to Railway Competence Group undertaking internal review. 

• Refusal to engage in efforts to reach resolution 

Zero Tolerance 

We operate a zero tolerance policy to ensure a safe and respectful environment for our staff and the individuals we engage with. 

Any forms of abuse, threats, discrimination or aggression towards our staff will not be tolerated. Railway Competence Group reserves the right to withhold services and cease contact with individuals who are in breach of this policy. 

Any actions undertaken outside the scope of applicable laws and regulations will result in legal action.  

Railway Competence Group reserves the right to pursue all available legal remedies, including criminal prosecution. 

Policy Application 

If an individual’s behaviour is believed to be in breach of this policy a member of senior management will review the circumstances of the case and respond appropriately.  

If the decision is made that the individual is behaving in an unacceptable manner, potential actions may include (this list is not exhaustive): 

• Informing the individual that they are in breach of this policy, either verbally or in writing and the potential actions should this continue. Should it be deemed, that further correspondence may exacerbate the behaviour Railway Competence Group may decide to cease communication with the individual. 

• Informing the relevant regulators, concluding the matter as per our policies and ceasing to respond to the individual. 

• Withdrawal of access to our services for the individual. 

• Cease and desist letter. 

• Reporting the matter to the Police and pursuing Legal Action. 

Our priority is maintaining a safe working environment for our staff and individuals accessing our services.