Kiteleys Solicitors. 7 St. Stephen's Court, 15-17 St. Stephen's Road, Bournemouth, Dorset. BH2 6LA. Telephone 01425 278866.
Kiteleys Solicitors is the trading style of Kiteleys Solicitors Limited registered in England and Wales, registered number 03113721. VAT Registration No: 658 8813 79.
This firm is authorised and regulated by the Solicitors Regulation Authority. A list of directors is available for inspection at our registered office.
Kiteleys believe in and support the ideal that all our clients have a right to be respected.
Equally however we also have a specific duty to our staff and other clients to protect them from unacceptable demands and behaviours that impact on them personally or impact their ability or the firm’s ability to deliver our services to other clients.
In a very small number of cases the actions of our clients or others with whom we come into contact become unacceptable because they involve abuse of our staff or our processes. We fully understand that people may act out of character in times of trouble or distress. We do not automatically view an action as unacceptable, just because a person is forceful or determined.
However, we do consider actions that result in unreasonable demands on our staff to be unacceptable. It is these actions that we aim to manage under this policy to avoid any misunderstanding.
This policy sets out how we will consider those actions and what actions we can and should take to protect our staff from abuse and ensure that they do not impact on our ability to do our work and to provide a service to others.
In all cases, where we adjudge that behaviour falls below an acceptable standard under this policy, we will consider that the client relationship has broken down and reserve the right to cease acting and immediately terminate our retainer unilaterally without liability. A client will remain liable for all costs and disbursements incurred or owed up to the date of termination of the retainer.
So, what types of situation are we considering?
Taking each in turn what follows is only a guide so that where possible we have a clear understanding of what could be treated as unacceptable and why.
1. Aggressive or abusive behaviour (verbal or physical)
We accept that it is natural that people can become frustrated when they feel that matters about which they feel strongly are not being dealt with as they wish, however if that frustration escalates into aggression towards any of our staff, we consider that unacceptable and it will not be tolerated.
How we may deal with this issue:
2. Unreasonable demands
We consider that a demand becomes unreasonable when compliance with such a demand does or could impact excessively on the work of our staff for that individual or where the demand would take up such an excessive amount of time such that it disadvantages other clients.
By way of example only such demands could include:
How we may deal with this issue:
3. Unreasonable levels of contact
Sometimes the volume, tone and/or duration of contact by an individual causes problems.
By way of example only such demands could include:
How we deal with this issue:
4. The process we follow to make decisions
Any member of staff who directly experiences aggressive or abusive behaviour from a client or other person contacting them, has the authority to deal immediately with that behaviour in a manner they consider appropriate to the situation and which is in line with this policy.
With the exception of such immediate decisions taken at the time of an incident, decisions to restrict contact with anyone will only be taken after careful consideration of the circumstances by a senior member of staff. Wherever possible, we will give the individual the opportunity to change their behaviour before such a decision is taken.
You can download this policy here: kiteleys-staff-protection-policy-2020-12
Kiteleys Solicitors. 40 Haven Road, Canford Cliffs, Poole, Dorset. BH13 7LP. Telephone 01425 278866. Calls may be recorded and monitored.
Kiteleys Solicitors is the trading style of Kiteleys Solicitors Limited registered in England and Wales, registered number 03113721. VAT Registration No: 658 8813 79.
This firm is authorised and regulated by the Solicitors Regulation Authority, SRA ID 401309. A list of directors is available for inspection at our registered office.