SafeDeposits has a duty to ensure the safety and welfare of its staff.
We are committed to dealing with all customers fairly and impartially and to providing a high standard of service. As part of this service, we do not normally limit the contact customers have with us. However, we do not expect our staff to tolerate behaviour by customers which is clearly unacceptable and will take action to protect our staff from that behaviour.
When we consider that a customer’s behaviour is unacceptable, we will tell them why that is so and will ask them to change it. We do not expect our staff to tolerate abusive, derogatory, offensive, or threatening telephone conversations; calls of this nature will be ended by us. The same applies to email transmissions, our staff will not respond.
Where unacceptable behaviour continues, we will take action to restrict the customer’s contact with us. Any restrictions imposed will be appropriate and proportionate for example:
Where it is necessary for us to restrict how we deal with a customer, we will write to tell the customer why we believe their behaviour is unacceptable, what action we are taking and the duration of that action.
Where a customer continues to behave in a way which is unacceptable, we may decide to terminate contact with that customer.
Where the behaviour is so extreme that it threatens the immediate safety and welfare of SafeDeposits’ staff, we will consider other options, for example reporting the matter to the police or taking legal action. In such cases, we may not give the customer prior warning of that action.
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SafeDeposits Scotland Limited is a company registered in Scotland with number 405020
