NFU Mutual's Unacceptable Behaviour Policy

At NFU Mutual, we aim to be a great company to do business with and support customers when they need us most. We welcome feedback and always aim to be as open and accessible as possible. We also strive to be a great place to work, which includes prioritising the best interests of our employees, through an environment of inclusivity and diversity. We therefore expect all customers to act with dignity and respect, ensuring any interactions do not amount to any form of bullying, harassment or discrimination.

On the occasion that a customer’s behaviour is deemed to be unacceptable, we want to ensure people feel confident and empowered to act. This Policy sets out what we consider to be unacceptable behaviour and confirms the actions we may take if it is felt that an individual’s behaviour has exceeded what we consider to be acceptable.   

Being a Mutual means NFU Mutual is owned by, and run for, members. Therefore, NFU Mutual has a duty to act in the best interest of all members and ensure undue disruption ultimately does not impact others. When applying this Policy, individuals will be treated consistently, honestly and proportionately whilst ensuring that others suffer no detriment.  

Prior to decisions being made under this Policy, thorough investigations will take place and take into account each customer’s individual circumstances. If a decision is made to act, the reason why will be clearly communicated.  

This policy applies to: 

  • customer facing interactions.
  • anyone who contacts NFU Mutual including existing or potential customers, representatives, and businesses.
  • all methods of contact whether this be telephone, face-to-face, letters, e-mails, social media, and other digital channels.

Unacceptable Behaviour Definition 

Unacceptable behaviour from an individual is conduct that repeatedly seeks to harass or act vexatiously without justified reasons. This may be in a repetitive or unwanted manner or may demonstrate behaviours that aim to disrupt normal activities.

Examples of this may include, but are not limited to: 

  • Abusive and derogatory language: Continued use of profanity or using an employee’s sex, gender, race, religion, ethnicity, regional accent, or sexuality in an inappropriate and/or discriminatory way. 
  • Threats or intimidation: Any verbal, physical or sexual threats. 
  • Harassment: Repeated contact demands on matters already resolved, or other forms of harassment which may be deemed to be excessive contact which impacts our ability to provide service to others. This may also include repeated and unnecessary visits to our offices, without a prior appointment and demanding to be seen.
  • Disruption of service: Behaviours that delay or interfere with normal processing of claims or services. Examples may include, but are not limited to, insisting on a response within an unacceptable timeframe, insisting on speaking to a particular person when not available and refusing to co-operate or clarify issues necessary to allow for the handling of a complaint. 
  • Social Media Content: Unjustified and excessive social media posts about an experience or specific person. Information on what is deemed unacceptable behaviour when posting directly on our channels can be found in the Social Media Community Guidelines Social Media Community Guidelines.

Actions that may be taken: 

Actions may be taken if NFU Mutual deems a customer to be acting unacceptably, following an investigation. Whilst not exhaustive, the below list provides some of the actions that may need to be taken, in these circumstances: 

  • Stop communicating directly with the individual via a specific communication method. This may result in communication in writing only, either via emails or by letter sent by post.
  • Restrict all communication with the individual on a specific matter or topic.
  • With the individual’s consent, communicate with them through a representative or third party such as a relative, friend or community advocate.
  • Restrict the individual’s ability to enter offices without an invitation.
  • In exceptional circumstances, termination of a policy (mid-term or at renewal) may occur, or notification made to any relevant public authorities, for safeguarding reasons.