This policy applies to clients of Alex & Matteo Ltd trading as Alex & Matteo Estate Agents, which includes members of the public, third parties and businesses.

1. Alex & Matteo Ltd is committed to dealing with all complaints fairly and impartially, and to providing a good service. We expect our staff to treat individuals with courtesy and respect. We also expect our staff to be treated in the same way. Where service users behave unacceptably or make unreasonable demands on our service, we will refer to this policy.
2. Unreasonable or unacceptable behaviour can include (but is not limited to):

• Rude, angry, or aggressive behaviour (for example, swearing, persistent interruption, name calling, threats of harm or general discourtesy);
• Manipulative behaviour;
• Requesting responses or call backs within unreasonable timescales;
• Unreasonably frequent contact, including multiple emails or phone calls within a short timeframe or repeatedly making long calls;
• Insisting on speaking to a particular member of staff;
• Refusing to deal with a member of staff based on that staff member’s protected characteristics;
• Refusal to accept explanations as to what Alex & Matteo Ltd can or cannot do, including persistently challenging processes, timescales or decisions;
• Sending repetitive and/or irrelevant emails or letters;
• Reiterating the same points in communications.

3. An individual staff member may terminate a phone call in the event that unreasonable or unacceptable behaviour occurs. Staff members will always warn a caller about their behaviour before terminating a call.
4. If the unreasonable or unacceptable behaviour occurs in written communication, we will ask the individual to refrain from such behaviour in future correspondence.
5. We may decide to restrict or limit communications with the individual if unreasonable or unacceptable behaviour persists and/or is of a serious nature. Such a decision will be made by a Senior Manager. The individual will be informed of the decision with reasons. Any restriction or limitation in contact will apply to all cases or enquiries raised by the individual.
6. An individual may ask for another Senior Manager to review that decision. Such a request must be received within seven days of being notified of the decision to restrict or limit communications. The outcome will be issued within 14 days of the receipt of the request for review.
7. Any limitations imposed will be appropriate and proportionate and may include:

• requesting contact in a particular form (for example letters only);
• limiting telephone calls to specified days and times;
• asking the individual to enter into an agreement about their conduct;
• asking that future contact is made through a third party representative;
• only acknowledging further correspondence where new information is provided.

8. Any decision will be proportionate to the behaviour of the individual and will take into account the impact on that individual as well as on the wellbeing of staff.
9. In rare cases, if the individual continues to behave in a way which is unacceptable, contact may be terminated and consideration of their dispute or enquiry (if relevant) may cease.
10. Limitations or restrictions on communications may be reconsidered by us if that individual commits to behaving with respect and courtesy and demonstrates (through tone and frequency of communication) that unacceptable and/or unreasonable behaviour will not be repeated. Should an individual wish to have limitations or restrictions lifted, they should contact Alex & Matteo ltd requesting a review of the same.
11. Where the behaviour is so extreme that it threatens the immediate safety and welfare of Alex & Matteo Ltd staff, other options will be considered, for example reporting the matter to the Police or taking legal action. In such cases prior warning of that action may not be given.