Respectful interactions

We know that money matters can be stressful. Our colleagues will always listen, try to understand your circumstances, and do their best to help.

We’re committed to supporting customers who may be experiencing difficult circumstances and will always try to understand your needs and, if we can, offer you additional support.

To help us provide a friendly, professional, and supportive service for all our customers, please ensure that you:

• Treat colleagues and other customers with kindness and respect.
• Give our colleagues time to understand and help resolve your query.
• Communicate with us in a considerate manner.
• Respect the wellbeing and comfort of our colleagues and other customers.
• Not film or photograph colleagues, customers, or Society premises.
• Help us maintain a welcoming and positive environment for everyone.

We understand that customers may sometimes feel upset, frustrated, or distressed. Our colleagues are trained to listen, provide support, and help find a resolution wherever possible. We have a zero-tolerance approach to any form of abuse, harassment, intimidation, or inappropriate behaviour towards our colleagues and our customers.

If an interaction affects the wellbeing of our colleagues or customers, we may:

• Ask for the conversation to continue in a more respectful manner.
• Suggest an alternative way for you to contact us.
• Arrange to have the conversation at another time.
• Restrict how we communicate with you about a particular matter.
• End the interaction or, in exceptional circumstances, take further action.