fbpx
Village Blinds and Shutters
Trustpilot
Call 0800 059 0747 Free Brochure
Call WhatsApp
Mutual Respect Policy

Professional service. Respect on both sides.

We are committed to treating our customers fairly, listening when something has gone wrong and working constructively to resolve concerns. We ask that the same professional respect is extended to the people who work at Village.

Our principle Customers deserve to be treated with respect. So does our team.
Our responsibility to customers Listen, communicate clearly, respond fairly and work towards reasonable solutions.
Our responsibility to our team Provide a workplace where people can do their jobs without abuse, intimidation, harassment or threats.
Our commitment

Fair, clear and professional.

We understand that customers can sometimes feel frustrated, disappointed or upset — particularly when something has not gone as expected.

Raising a concern, making a complaint or disagreeing with us does not breach this policy. Customers should feel able to tell us when they are unhappy, and our team should respond professionally.

The distinction is between expressing a concern and directing abusive, threatening or intimidating behaviour towards a member of staff.

✓
Treat customers with courtesy and respect Every customer should be spoken to professionally, including when there is a disagreement or complaint.
✓
Listen to concerns fairly We will give customers the opportunity to explain what has happened and what they are concerned about.
✓
Communicate clearly and honestly We aim to explain our position, what we can do and what happens next without unnecessary ambiguity.
✓
Work constructively towards a resolution Where there is a problem, we will consider the circumstances and work towards a reasonable outcome where possible.
✓
Support our staff We will not expect a member of our team to remain in an interaction that has become abusive, threatening or unsafe.
Where we draw the line

Behaviour our team should not be expected to accept.

A customer can be dissatisfied, disagree with us or make a complaint without breaching this policy. These standards apply when communication moves beyond the issue itself and becomes abusive, threatening, harassing or unsafe.

01

Abusive language or behaviour

Shouting, sustained swearing directed at a member of staff, personal insults, name-calling, aggressive behaviour or derogatory remarks.

02

Threats or intimidation

Verbal, written, physical or implied threats, intimidation, or behaviour that could reasonably cause a member of staff to feel unsafe.

03

Discrimination or harassment

Discriminatory, degrading or harassing comments or behaviour directed at a member of staff, including in relation to a protected characteristic or personal status.

04

Persistent unreasonable contact

Repeated hostile or disproportionate contact after a matter has been clearly addressed, particularly where communication becomes aggressive or prevents staff from carrying out their work.

05

Inappropriate physical behaviour

Physical aggression, unwanted contact or behaviour that could reasonably make a member of staff feel threatened or unsafe.

06

Online harassment or abuse

Abusive, threatening or harassing communication directed towards staff through social media, email, review platforms or other digital channels.

If an interaction becomes unacceptable

We will respond proportionately.

Our first priority is to allow concerns to be discussed and resolved constructively. Where behaviour crosses the line, the action we take will depend on the circumstances and the seriousness of what has happened.

01

End the interaction

A member of staff may end a call, appointment, visit or other exchange if they feel unable to continue safely or constructively.

02

Record what happened

Relevant details may be recorded so the incident can be reviewed and handled consistently.

03

Refer the matter to management

Where appropriate, further communication or decisions may be handled by a manager.

04

Give a clear warning

A customer may be advised that particular behaviour is unacceptable and that future contact must remain respectful.

05

Restrict contact or service

In serious or repeated cases, we may restrict communication, cancel an appointment, decline further service or take other reasonable steps to protect staff.

06

Escalate serious incidents

Threats, harassment, physical aggression or other serious incidents may be referred to the appropriate authorities where necessary.

Our intention is not to prevent legitimate complaints. This policy exists so that concerns can be raised and dealt with without individual members of staff being subjected to abuse, intimidation or unsafe behaviour.
Mutual respect A difficult conversation can still be a respectful one.
Respect works both ways

We do not expect customers to agree with us all the time.

Customers are entitled to ask questions, challenge a decision, raise a complaint and tell us when they believe we have got something wrong.

Equally, the people who work at Village are entitled to carry out their jobs without being personally abused, intimidated, harassed or threatened.

Keeping those two principles together allows difficult issues to be dealt with fairly while protecting the dignity and safety of everyone involved.

Questions about this policy?

Speak to the Village team.

If you have a question about this policy or believe an interaction should be reviewed, please contact us and the matter can be referred to the appropriate member of management.

Contact Village →

Village Blinds and Shutters · Mutual Respect Policy · 10 Pennybridge Industrial Estate, Ballymena, BT42 3HB