Customer and Public Engagement Statement

Author information

Produced by: Director of Income Generation

Date created: October 2026

Approval by: CEO

Last updated: October 2026

Updated by: N/A

Audit date: October 2027

Version history

Introduction

InFocus Charity is committed to providing quality customer service to the public across its departments. The charity’s social media channels also provide an opportunity for members of the public to engage with our work.

We are committed to providing a working environment for all staff that is comfortable and free from all forms of bullying and harassment, including sexual harassment. This includes any form of bullying and harassment by third parties.

This statement explains how we expect our staff to be treated, and the action we will take to protect our staff and resources in the event of experiencing unacceptable behaviour.

Expectations

We expect people who engage with our staff to:

• Be courteous and respectful.
• Be truthful.
• Behave in a way that does not hamper our ability to carry out our charitable activities.

Types and examples of unacceptable behaviour

We will not accept behaviours that are abusive or aggressive, or which constitute vexatious or unreasonable demands. In this statement, we call these ‘unacceptable behaviours’. This section does not cover everything but gives some examples of these behaviours.

Aggressive or abusive behaviour

Behaviour or language (whether written, recorded or spoken) that could cause our staff to feel afraid, threatened, harassed or abused. This includes threating emails, telephone calls and comments on social media.

Examples include:

• Insulting, offensive, or degrading language, including malicious allegations and inappropriate banter or innuendo.
• Physical violence or threats of violence.
• Racist, sexist, ageist, homophobic, or other discriminatory remarks.
• Derogatory comments about a person’s disability, religion, beliefs, gender, or other personal characteristics.

Vexatious complaints and unreasonable demands

The InFocus Complaints Policy and Procedure exists to give members of the public an opportunity to make valid complaints about the charity and its services.

The following non-exhaustive list contains examples of unreasonable demands or vexatious complaints:

• Refusing to follow our complaints procedure (including persistently pursing a complaint where the procedure has been fully exhausted).
• Contacting us repeatedly and/or frequently without giving reasonable time for us to respond OR setting unreasonable timescales for a response.
• Using the complaints procedure to make malicious and/or unsubstantiated allegations against members of our staff (including but not limited to: issues already under investigation, matters related to a previous complaint that has since been passed to police).

Responses to unacceptable behaviour

Where a customer’s behaviour falls below acceptable standards, we will normally seek to address the issue by:

1. Advising the customer that their conduct is unacceptable and explaining the reasons why.
2. Setting clear expectations for how communication must proceed and informing the customer that continued inappropriate behaviour may lead to the termination of a call or meeting.
3. Documenting the incident and referring it to the appropriate manager for consideration. Depending on the circumstances, a written warning may subsequently be issued.

If a physical threat is made to either a member of staff or InFocus property then we will end a call or meeting immediately. Where a criminal offence has been threatened or committed, we will refer the matter to the police.

Ongoing communication restrictions and other actions

Where a customer exhibits unreasonable behaviour as described in this statement we may introduce a temporary or permanent communication restriction.

This may include:

• Blocking the customer on social media network(s).
• Blocking email addresses or telephone numbers from contacting InFocus Charity.
• Sharing information about the content or nature of malicious phone calls with staff (where the identity and/or contact details of a customer are not known).

We may also:

• Take any other action which we consider necessary or appropriate to make this policy effective.
• Remove messages or comments from our social media channels.
• Place correspondence on file without a further response.
• Refuse to consider a complaint or any further contact.
• Consider legal action to prevent further contact.