Zero Tolerance Policy – Abuse Towards Staff

1. Purpose

This policy sets out the firm’s zero tolerance approach to abusive, threatening, harassing, discriminatory, or otherwise unacceptable behaviour directed towards any individual working for or on behalf of the firm.

The firm is committed to maintaining a safe, respectful, inclusive, and professional working environment in accordance with:

• The regulatory requirements of the Solicitors Regulation Authority (“SRA”);
• The SRA Standards and Regulations, including the SRA Code of Conduct for Firms and the SRA Code of Conduct for Solicitors, RELs and RFLs;
• The Equality Act 2010;
• Health and safety obligations; and
• The firm’s duties to protect the wellbeing, dignity, and safety of staff.

The firm recognises that abusive behaviour towards legal professionals and support staff is incompatible with professional standards and will not be tolerated.

2. Scope

This policy applies to conduct involving:

• Clients and prospective clients;
• Barristers, experts, suppliers, agents, and third parties;
• Partners, solicitors, consultants, trainees, paralegals, and support staff;
• Visitors to firm premises; and
• Any individual communicating or interacting with the firm.

The policy applies to conduct occurring:

• In person;
• By telephone;
• By email or written correspondence;
• Via video conferencing platforms;
• Through social media or online platforms;
• At work-related events; or
• In any context connected with the firm’s business activities.

3. Regulatory and Professional Obligations

The firm has regulatory obligations to:

• Act in a way that upholds public trust and confidence in the solicitors’ profession and in legal services;
• Encourage equality, diversity, and inclusion;
• Protect the health, safety, and wellbeing of staff;
• Ensure that staff are treated fairly and with dignity; and
• Maintain effective governance, systems, and controls.

Nothing in this policy prevents the firm from complying with its professional obligations to clients, the court, tribunals, regulators, or law enforcement agencies.

4. Zero Tolerance Statement

The firm will not tolerate any form of abuse, harassment, intimidation, discrimination, bullying, or threatening behaviour directed towards staff.

No member of staff is expected to tolerate abusive behaviour as part of their role, including in contentious or emotionally sensitive matters.

Where unacceptable conduct occurs, the firm reserves the right to take immediate and proportionate action, including:

• Ending meetings, telephone calls, or communications;
• Requiring communications to be conducted in writing only;
• Restricting contact to nominated representatives;
• Refusing appointments or meetings;
• Removing individuals from firm premises;
• Ceasing to act for a client, subject to professional and regulatory obligations;
• Reporting conduct to appropriate authorities where necessary.

5. Examples of Unacceptable Behaviour

Unacceptable behaviour includes, but is not limited to:

• Verbal abuse, shouting, swearing, or aggressive language;
• Threatening, intimidating, or coercive behaviour;
• Harassment or bullying;
• Discriminatory conduct or language relating to any protected characteristic under the Equality Act 2010;
• Sexual harassment or inappropriate comments;
• Physical intimidation, assault, or threatening gestures;
• Repeated unreasonable demands or excessive communications;
• Offensive, abusive, or defamatory correspondence;
• Deliberate attempts to undermine, humiliate, or distress staff;
• Recording staff without consent where inappropriate, unlawful, or contrary to firm policy;
• Online abuse, harassment, or publication of malicious content relating to staff or the firm.

Legitimate complaints, expressions of dissatisfaction, or robust legal discussions will not in themselves constitute abusive behaviour, provided they are conducted appropriately and respectfully.

6. Staff Responsibilities

All staff are expected to:

• Conduct themselves professionally and courteously at all times;
• Treat colleagues, clients, and third parties with dignity and respect;
• Report incidents of abusive behaviour promptly;
• Escalate concerns where there is a risk to safety, wellbeing, or regulatory compliance;
• Maintain appropriate records of serious incidents.

Managers and partners are responsible for ensuring concerns are addressed appropriately, fairly, and promptly.

7. Responding to Incidents

Where abusive behaviour occurs, the firm may take such action as it considers appropriate and proportionate, including:

• Issuing a warning regarding conduct;
• Ending communications immediately;
• Limiting future methods of communication;
• Reallocating matters internally;
• Declining or terminating instructions, subject to the firm’s professional obligations;
• Implementing security or safeguarding measures;
• Reporting incidents to:
• the police;
• the SRA;
• courts or tribunals;
• insurers; or
• other relevant authorities.

Any decision to cease acting for a client will be made in accordance with the firm’s professional obligations, including duties relating to confidentiality, ongoing proceedings, and orderly termination of the retainer.

8. Support for Staff

The firm is committed to supporting staff subjected to abuse or harassment.

Support may include:

• Management support and supervision;
• Wellbeing support measures;
• Adjustments to client-facing responsibilities where appropriate;
• Assistance with reporting incidents;
• Escalation to external authorities where necessary.

The firm will take all reports seriously and will not tolerate retaliation against individuals who raise concerns in good faith.

9. Confidentiality and Record Keeping

Reports and investigations under this policy will be handled sensitively and confidentially, so far as reasonably practicable and consistent with the firm’s legal and regulatory obligations.

The firm may retain records of incidents for:

• Regulatory compliance;
• Risk management;
• Insurance purposes;
• Safeguarding;
• Legal proceedings; and
• Internal governance.

Personal data will be processed in accordance with applicable data protection legislation.

10. Related Policies

This policy should be read alongside the firm’s:

• Equality, Diversity and Inclusion Policy;
• Anti-Harassment and Bullying Policy;
• Complaints Procedure;
• Health and Safety Policy;
• Data Protection and Confidentiality Policies;
• Staff Conduct and Disciplinary Policies.

11. Review

This policy will be reviewed periodically to ensure ongoing compliance with applicable legal, regulatory, and professional obligations, including the SRA Standards and Regulations.