Abusive Behaviour Policy

Policy Statement

We appreciate that when you contact Hampton Mortgage Servicing Limited (HMS), you have phoned with a purpose that is important to you and we are here to assist you as much as we can.
However, HMS recognises the rights of staff to be able to conduct their business in a safe and non-threatening environment. Therefore, while we will do our best to assist, HMS will not tolerate abusive behaviour or acts of harassment towards staff, verbal or otherwise. This behaviour could include:

• Verbal abuse such as threats, swearing, personal abuse directed at employees, or offensive remarks;
• Any act of written or verbal abuse, including those of a discriminatory nature;
• Threatening behaviour,
• Intimidation; or
• Unsubstantiated, vexatious and defamatory allegations about our employees.

All instances of abuse will be documented and all calls to HMS are recorded, these calls may then be used as evidence in a court of law in respect of your account.
While we will allow you a chance to correct your abusive behaviour, please be aware that any continuing abusive or threatening behaviour could result in the call being terminated. In cases of continual abuse, HMS may only deal with an appropriate third party at your cost or via another medium such as email.