Better conflicts, Better outcomes, Better world

Unacceptable Behaviour Policy
Overview
CEDR is dedicated to creating and maintaining a safe, welcoming, inclusive and diverse community.
CEDR nurtures a healthy environment and culture of mutual respect and consideration, allowing all
members of the organisation to thrive without fear of abuse, aggression, threats of violence, acts ofdiscrimination or associated microaggressions, harassment and/or related misconduct.
CEDR is committed to providing excellent customer service to consumers, clients and businesses(collectively referred to as individuals) that use our services and we will always do our best to support
parties that refer disputes to CEDR for resolution. In return, we expect people to treat our staff withthe respect and courtesy that will allow them to carry out their work efficiently and without being
subject to harm.
We understand that individuals may act out of character at times, given that they are engaging with
CEDR about a dispute that may be upsetting for them. However, in a few cases this behaviour canbecome inappropriate and unacceptable, despite CEDR’s best efforts to help.
Therefore, CEDR has created this policy document to set out the different types of unacceptablebehaviour that staff may experience when carrying out their daily duties, and the steps we can taketo respond to this.

What does this policy do?
This policy enables CEDR to deal with unacceptable behaviour in a professional and structured way.
It lets individuals and CEDR staff know what we consider to be unacceptable behaviour and the steps
we will take to address such behaviour. The policy applies to all individuals that use our services.

What is Unacceptable Behaviour?
CEDR employees have the right to decide when an individual’s behaviour has become unacceptable,using this policy as their guide. If they feel an individual’s behaviour is unacceptable, and they feelharmed by it, then they are encouraged to tell the individual. It is irrelevant whether the individual
who presented the behaviour intended to cause offence or harm. Instead, what matters is how theCEDR employee was affected by the behaviour and how it made them feel.

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.

Better conflicts, Better outcomes, Better world

Therefore, it is not easy to give a comprehensive list of what CEDR considers to be unacceptablebehaviour because it will depend to some degree on the circumstances of the event. We provide,
however, broad examples in this policy document of what CEDR considers to be unacceptablebehaviour, but this list is not exhaustive.

When can Unacceptable Behaviour occur?
Unacceptable behaviour can occur in any interaction between CEDR staff and individuals, which caninclude:
oTelephone and video conversations

oFace to face conversations

oOnline case management systems and portals

oEmails

oEvidence submitted for a caseoOnline review websites

oLetters

oWebchatoSocial media platforms such as Facebook, LinkedIn and Twitter

What are the types of Unacceptable Behaviour?
CEDR has broken down unacceptable behaviour into five categories:
1.

Aggression, rudeness and abuse

2.

Threats of violence

3.

Intimidation

4. Acts of discrimination and associated microaggressions
5.
1.

Vexatious behaviour

Aggression, rudeness and abuse

Aggression, rudeness and abuse encompasses behaviour that is hostile and disrespectful. For
example, individuals being dismissive towards CEDR employees or raising their voices/shouting on
the phone would constitute behaviour under this heading.
Further examples of such behaviour include, but are not limited to:oSwearing or using offensive language in conversations or written communications

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.

Better conflicts, Better outcomes, Better world

oUsing insults or condescending languageoDisrespectful or aggressive written communication

It is worth noting that if an individual is excessively using offensive language, but the language is notdirected at the staff member, this can still be considered unacceptable behaviour.
2. Threats of violence
Threats of violence involve intentionally putting another person in fear for their safety. We all say
things we regret at times, but CEDR has a responsibility to protect its employees and take any threatsof violence very seriously. Being threatened with physical violence can be very frightening, particularly
when the recipient is not sure whether the individual making the threats is serious.
Examples of such behaviour include, but are not limited to:oMaking statements on social media that the individual will seek out and attack someone, evenas a jokeo

The individual saying they will harm the employee they are communicating with or one of
their colleaguesoThe individual saying they will damage the company’s or an employee’s property

oThreatening confrontation, such as the individual saying they will come to the office toconfront staff members

3. Intimidation
Intimidation is acting to frighten or threaten somebody so that they will do what you want. In orderto provide our services independently and impartially, CEDR’s employees must be able to do theirjobs without worrying that an individual will target them as a result.
Examples of such behaviour include, but are not limited to:oThreatening to ‘name and shame’ an employee on social media or in the press

oThreatening to start legal action against an employee or CEDRo

The individual saying they will engage in vexatious behaviour, such as nuisance calling

It is worth noting that notifying CEDR of legal action or making press enquiries does not necessarily
constitute unacceptable behaviour. It is only if such actions are threatened by an individual in orderto get what they want in relation to a case that it will be considered to be intimidation.

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.

Better conflicts, Better outcomes, Better world

4. Acts of discrimination and associated microaggressions
Discrimination involves the unjust or prejudicial treatment of different categories of people on thegrounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy andmaternity, race, religion or belief, sex, and sexual orientation (collectively referred to as ‘protectedcharacteristics’).
Associated microaggressions can be defined as statements, actions or incidents that illustrate anindirect, subtle or unintentional discrimination against members of a marginalised group, such as a
racial or ethnic minority. It is worth noting that microaggressions are usually more indirect and subtler
in comparison to discrimination.
CEDR will not tolerate any acts of discrimination or associated microaggressions made against CEDRemployees, whether made verbally or in written correspondence.
Examples of such behaviour include, but are not limited to:oRequesting to speak to an employee from a specific racial backgroundo

Using a slur or derogatory term that relates to one or more protected characteristics, whether
directed at an employee or noto

Repeated and intrusive questioning of an employee in relation to their racial background

oRequesting for adjudications to be conducted by someone different after seeing the name of
the adjudicator on the caseoRequesting to speak to someone else because of an employee’s accentoRequesting to change the pronunciation of an employee’s name to make it easier for theindividual to pronounceoIndividuals negatively changing their attitude or tone towards an employee once they becomeaware of an employee’s protected characteristic(s)oAscribing intelligence or competence on the basis of an employee’s protected characteristic(s)oMaking remarks related to being impressed with a woman’s expertise/roleoNegatively commenting on the staff of a company that the individual is in dispute withbecause they are based in a different country

5. Vexatious behaviour
Vexatious behaviour includes excessive levels of contact, consistently making unreasonable demandsof CEDR or its employees, and harassing CEDR or its employees. For example, an individual contacting
CEDR multiple times a day in relation to their case would be considered vexatious behaviour. CEDR
staff will endeavour to have productive and proportionate conversations with individuals to help them

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.

Better conflicts, Better outcomes, Better world

understand the process.

However, staff cannot provide individuals with unlimited time as thisimpacts our ability to provide a quality service to all individuals.
Further examples of such behaviour include, but are not limited to:oSeeking to repeatedly discuss the same issueoRepeatedly attempting to file a complaint without following the published complaints
procedureoConsistently demanding immediate escalation to a manager, or immediate resolution ofissues

oRepeatedly seeking contact from staff outside of office hours

oRepeatedly seeking unjustified prioritisation over other individuals

oRefusing to accept that an individual is unable to speak directly with an adjudicator, despite
having been advised of thisoMaking frivolous complaints about staff and repeatedly seeking to have them replacedoRepeatedly asking for a discountWhat can an employee do in response to Unacceptable Behaviour?
Employees are empowered to take any of the actions below that they consider to be appropriate in
the circumstances in order to effectively respond to unacceptable behaviour.
oThe employee is encouraged to alert an individual to any unacceptable behaviour beingdisplayed.

oThe employee should give a warning to allow the individual the opportunity to adjust their
tone or behaviour, to retract any statements made in order to avoid any further instances ofunacceptable behaviour.

oThe employee may also seek assistance from their colleagues or their manager, which may
include transferring the call or contact to another employee.

oIf the behaviour persists, the employee is able to terminate the call or contact. If this happens,
the employee will advise the individual that the call or contact is to be terminated and thereasons why, and the employee will then notify their manager immediately.

oA copy of the Unacceptable Behaviour Policy will be provided to the individual where possible.

It is worth noting that an employee is not required to use each of these actions in a particular order.
The action(s) that the employee chooses to take will depend on the severity of the unacceptablebehaviour that the individual has displayed.

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.

Better conflicts, Better outcomes, Better world

What can CEDR do in response to persistent Unacceptable Behaviour?
CEDR management will seek to support employees in taking actions in line with this Policy. In somesituations, an employee may deal with an individuals’ unacceptable behaviour without the need forthis to be escalated. However, when escalation is required, CEDR management will take any actionthat they consider to be appropriate in the circumstances in order to effectively respond to
unacceptable behaviour. These actions may include:o

The individual’s contact may be limited to a particular format (e.g. written correspondenceonly).

oContact from the individual’s telephone number and/or email address may be blocked.

o

The individual’s contact may be limited to a specific employee of CEDR.

o

If the individual’s unacceptable behaviour is of a particularly severe nature, the individual’scase may be closed and all services withdrawn without a resolution.

oIf the individual’s unacceptable behaviour is of a particularly severe nature, the individual’s
access to CEDR’s services in the future may be refused.

oThe individual may be reported to the police, or legal action may be taken against them, if webelieve that any aspect of their unacceptable behaviour raises serious concerns for the safetyof our staff.

oThe individual may be reported to an industry regulator or another relevant organisation(especially if the behaviour is from one of their members).

oIf an individual makes unacceptable comments on social media about CEDR and/or its
employees, action may be taken to seek to have such comments removed.

CEDR management will write to the individual where possible to explain any steps that have beentaken as a result of the individual’s behaviour. Where possible, a copy of the Unacceptable Behaviour
Policy will also be provided to the individual, if this has not previously been done.

What happens if an individual disagrees with the content of this Policy or the way inwhich CEDR or its employees has applied it?
Generally, CEDR and its employees have sole discretion as to the content of this Policy and how it isapplied. It is worth noting that individuals are not obliged to use CEDR’s services, and always have theright to withdraw from the process and take their disputes to an alternative forum, such as the courts.
If an individual has a complaint about the quality of service they have been provided with by CEDR orits employees, they are able to make a complaint through our complaints procedure.

CEDR Services Limited

www.cedr.com

100 St. Paul’s Churchyard
London, EC4M 8BU

Registered in England & Wales No. 3271988.