PPG, manufacture of automotive racing gearboxes, is committed to providing a fair, consistent and accessible service for our customers. However, we have to balance this by providing a safe working environment for staff to operate within, this ensure's that our work is undertaken in an efficient & effective manner. Our policy sets out PPG's approach to managing customers whose actions or behaviours are considered unacceptable because, either they are having a negative impact on our staff or their ability to deal with their business, or with customers complaints.

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There will be occasions when the behaviour or actions of individuals using our service makes it challenging for us to deal with their complaint. PPG recognises that people may act out of character in times of distress or that they may have special requirements according to personal circumstances, for instance due to reasons of disability or illness. Please feel free to make us aware if you are affected by such factors that might be relevant to our interactions.

 

We will aim to make reasonable adjustments to our approach to case handling and communications to take account of such circumstances. However, where any customer’s actions result in unreasonable demands on us, or unacceptable behaviour towards staff, we reserve the right to manage customer contact to protect our staff and to maintain the effectiveness of our service to other customers. PPG also reserves the right to temporarily limit customer access to our complaints process, where we consider that the volume of complaints from an individual is disproportionate or are otherwise vexatious.

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In no circumstances will we tolerate behaviours which involves abuse of, or threatening behaviour towards our staff.

 

Examples of unacceptable behaviour

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• Use of abusive, obscene or threatening language, or comments of a personal nature.

• Comments (directed at our staff) of a discriminatory nature. For example, age, disability, gender reassignment, pregnancy and maternity, marriage and civil partnership, race, religion or belief, sex and sexual orientation.

• Repeated unnecessary phone calls, social media messages or refusal to end telephone conversations.

• Persistent or lengthy letter writing (or contact by email) which is adding nothing new to any complaints.

• Aside from exceptional circumstances, large numbers of complaints in a short timescale from the same individual.

 

Types of restriction

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The types of restrictions that can be placed on communication include:

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• No further calls will be accepted, future contact must be in writing.

• Correspondence will only be replied to if it is raising new issues or concerns.

• Correspondence will not be replied to if it contains abusive, obscene or threatening language, or discriminatory comments (including related to protected characteristics).

• No further complaints will be accepted for a notified period.

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The level of restriction will be proportionate, where appropriate time limited.