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.

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Scope

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This policy applies to all:

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- 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

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Our Commitment

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We will:

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- 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)

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Unacceptable Behaviour

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We will not tolerate:

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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

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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

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Protecting Our Team

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- 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)

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Complaints

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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.

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Policy Review

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

Statement on Zero Tolerance

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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.