Our Unacceptable Behaviour Policy
In September 2025, we asked for your thoughts and feedback on our Unacceptable Behaviour Policy. Here's our round-up...
Just so you know - following customer feedback, our Unacceptable Behaviour Policy has now been renamed to 'Fairness and Respect Policy'.
Why did we ask for feedback?
We're reviewing our Unacceptable Behaviour Policy, and we wanted to improve it using your feedback.
We asked a few questions; Did you know about the Policy? Would you know where to find it? Are we missing something? Here's what you told us...
Who did we ask for feedback?
We asked 721 customers on our Commentator Panel.
We posted a letter to 92 customers on our Commentator Panel.
19 customers responded to our survey.
What you said and what we will do
Following feedback from our online survey and our customer Challenge Group - our Unacceptable Behaviour Policy is now called the Fairness and Respect Policy.
You told us that this makes it clearer to customers what the Policy is all about.