Policy on Unacceptable Actions by Customers

A customer can appeal a warning letter, on the grounds of factual inaccuracy. They can do so, in writing only, to the Corporate Customer Care Team, within 10 working days of receipt of the letter.

A customer can appeal a decision to restrict contact. This must be done within 10 working days of receipt of the letter. A senior member of staff who was not involved in the original decision will consider the appeal. They advise the customer in writing that either the restricted contact arrangements still apply or a different course of action has been agreed. This should be done within 10 working days.