1.01   We are committed to dealing with everyone fairly and impartially and providing a high quality service to all.  As part of this service, we do not normally limit the contact that Users have with our team.  We know that people may act out of character in times of anxiety, trouble or distress.  We do not view behaviour as unacceptable just because a person is forceful or determined.  However, we do consider actions that result in unreasonable demands to be unacceptable.  Equally, it is important to distinguish between a User who makes a number of complaints because they genuinely believe that we are at fault, and Users who are simply being difficult.​

1.02   Occasionally, the behaviour of some can make it very difficult for our team to deal with their enquiry.  In a small number of cases the actions of some become unacceptable because they involve abuse of people or processes.  When this happens, we have to take appropriate steps.  On other occasions we must consider whether an individual’s actions are having an impact on our ability to do our work and to provide a service to others.

2.01   If you require this policy in an alternate format (large print, braille, etc), please email our Support Team at: accessibility@ureva.co.uk.

3.01   Abusive Behaviour includes, but is not limited to – any actions, communications or conduct by a User that is threatening, offensive, harassing, defamatory, discriminatory or harmful to any individual or entity, including The Ureva Group Ltd, our employees or any of our Users.  This also includes any actions that may violate applicable laws, regulations or the terms and conditions of our Products and Services.

4.01   Whilst dealing with Users, we will consider the duty under the Equalities Act 2010 and be mindful to take into account any mitigating circumstances.  Every User will be treated fairly and equal, with no favouritism given to anyone who breaks this policy.

5.01   We define abusive or aggressive behaviour as any behaviour which produces damaging or hurtful effects, physically or emotionally on other people.  This definition is not exhaustive but would include:
a.  using offensive or derogatory language towards our organisation, any of our staff or our Users;
b.  engaging in any form of harassment, including cyber-bullying, stalking, or repeated constant communications;
c.  any form of physical assault;
d.  inappropriate references to any protected characteristics under the Equality Act 2010, including racial, religious, cultural or gender;
e.  attempting to disrupt or compromise our Network, Systems, Platform or Services;
f.  spreading false rumours, misleading information, or defamatory content about us or any member of our team; or
g.  violating the privacy of any of our team members or our Users.

5.02   Aggressive or abusive behaviour includes language (whether verbal or written) or actions that may cause our team to feel afraid, threatened or abused and may include threats, personal verbal abuse, inflammatory statements, remarks of a racial or discriminatory nature, maliciously unsubstantiated allegations, derogatory remarks and use of obscenities.

6.01   Any threat or use of physical violence, verbal abuse, intimidation or harassment towards our team is likely to result in the termination of all direct contact with the User, as well as their services.  Such incidents may also be reported to the relevant authorities.  This will always be the case if we believe that a criminal offence has or may take place.

6.02   In cases of Abusive Behaviour, we reserve the right to take suitable action, which may include, but is not limited to:
a.  issuing a written warning to the individual involved;
b.  suspending the User’s Account and Services;
c.  termination of the User’s Account and Services, without notice or refund; or
d.  legal action to prosecute the individual involved either in criminal or civil court.

7.01   Behaviour can become unreasonable when it starts to impact excessively on the work of our organisation and/or team members or when dealing with the matter takes up an excessive amount of staff time and in so doing, disadvantages other Users.  A list of examples include:
a.  refusing to specify the grounds of an enquiry, despite offers of assistance;
b.  repeatedly demanding responses within an unreasonable timescale;
c.  demanding responses from several staff on the same subject;
d.  making unjustified statements about staff who are trying to deal with the issues and seeking to have them replaced;
e.  refusing to deal with staff and unreasonably wanting to speak to another staff member;
f.  overtly or covertly recording meetings and conversations and publishing them online through social media channels;
g.  using social media to contact staff on their private accounts such as Facebook, Twitter or LinkedIn;
h.  submitting falsified documents from themselves or others;
i.  impersonating someone else or falsifying their identity;
j.  repeatedly changing the substance of an enquiry;
k.  repeatedly asking a question when a satisfactory response has already been given; or
l.  inundating our support centre with emails, telephone calls or copies of information that have already been submitted or that are irrelevant to the enquiry.

8.01   Any of our Team Members who experience any form of abusive behaviour, already know our internal channels to report this behaviour to management.

8.02   Users who witness or experience abusive behaviour from any other User, are encouraged to report it to our Support Team immediately.

8.03   To report any abusive behaviour, you can report it to our Support Team at: abuse@ureva.co.uk. Please provide as much detail and evidence as possible to enable a full investigation to take place.

8.04   We take all reports extremely seriously and will respond to you with our findings, once a full investigation has taken place.

9.01   We reserve the right to amend, modify or update this Abusive Behaviour Policy at any time.  Changes to this policy will be communicated to Users via their registered email address.

9.02   This policy was last updated on Monday 3rd August 2026.