Zero Abuse Policy

Max and Min Veterinary Practice is committed to providing a safe, respectful and compassionate environment for our clients, their animals, and our team. In line with RCVS Guidance, UK Health & Safety legislation, and our duty of care to staff and clients, we operate a Zero Abuse Policy. We will not tolerate any form of abusive, aggressive, violent, or discriminatory behaviour.

Scope

This policy applies to all:

- Clients and visitors attending our premises or home visits
- Individuals communicating with the practice by phone, email, letter, or social media
- Staff, veterinary surgeons, veterinary nurses, students, volunteers, and contractors working on behalf of the practice

Our Commitment

We will:

- Treat clients, animals, and colleagues with dignity, kindness, and professionalism
- Communicate clearly, respectfully, and honestly
- Prioritise animal welfare at all times
- Address concerns through a fair complaints procedure
- Provide care without discrimination (Equality Act 2010)

Unacceptable Behaviour

We will not tolerate:

Verbal or written abuse – including:

Shouting, swearing, insults, intimidation, harassment, slurs, defamatory statements, or discriminatory language (Equality Act protected characteristics)
Physical aggression or threats – including:
Violence, intimidation, threatening behaviour, stalking, or damage to property (reportable to police under the Protection from Harassment Act 1997)

Online abuse – including:

Abusive, defamatory or harassing comments on social media, review platforms or online messages
Persistent unreasonable behaviour – such as:
Vexatious complaints, excessive demands, refusal to cooperate, or obstructive behaviour

Consequences of Abuse

Depending on the severity of the incident, the practice may:
- Issue a verbal or written warning
- Terminate a phone call or consultation immediately
- Ask the individual to leave the premises
- Restrict communication to writing only
- Deregister the client from the practice (RCVS allows termination of the VCPR except in emergency situations)
- Report the incident to the police
- Take legal action, including defamation claims where applicable

Protecting Our Team

- Staff may end any phone call or consultation if they feel unsafe or abused
- Staff will report and document all incidents in an incident log
- CCTV may be used for safety and evidence where legally compliant (Data Protection Act / GDPR)

Complaints

Concerns must be raised through our official complaints procedure. We will respond professionally and fairly — disrespectful communication will not be engaged with. We can provide a copy of this if requested.

Policy Review

Reviewed annually or following relevant changes in UK law or RCVS guidance.

Statement on Zero Tolerance

We are here because we care. We will treat you with respect and ask the same in return. Abuse of our team will not be tolerated under any circumstances.