We do not expect our staff to tolerate behaviour that we consider to be unacceptable, and will take action to protect our staff from such behaviour. We will, for example, not accept communication that is:

• abusive, offensive or defamatory
• aggressive, threatening, coercive or intimidating
• unreasonably persistent or demanding

If a complainant’s (the person who is making the complaint) behaviour is deemed to be unacceptable, we will explain the reason(s) for this and will ask the complainant to modify his/her behaviour. If the unacceptable behaviour continues, we will be forced to take action to restrict the complainant’s communication with LAL.

This action could be the refusal to discuss the complaint or problem further, waiting for the complainant to calm down and re-evaluate his or her behaviour, and/or referring the matter to the individual’s third party agent, where relevant.

LAL also reserves the right for its staff to video the behaviour, prior to which, the complainant will be advised that this will happen.

Any decision on restricting access will be taken by the following senior staff:

• Summer Schools Centre Manager
• Summer Schools Operations Manager
• Operations Director

The complainant will be given a letter that sets out the reason(s) his/her behaviour has been deemed unacceptable and the actions we will be taking.

Where a complainant behaves unacceptably during a telephone conversation, we may, after advising that the behaviour is, in our opinion, unacceptable, terminate the call.

Where the behaviour is so extreme that it threatens the immediate safety and welfare of LAL staff or students, we will consider other options, e.g. reporting the matter to the police or taking legal action. In such cases we may not give the complainant prior warning of that action.