Zero tolerance for abuse (in shop, email, and chat)

We want every customer to feel heard, understood, and respected — and our staff deserve the same.

We take a zero-tolerance approach to abuse of any kind towards our team. Our staff will always aim to be polite, helpful, and sensitive to your needs and circumstances, and we ask that you treat them with the same respect.

We do not tolerate physical, verbal, or written abuse, whether it happens in store, on the phone, by email, via live chat, or on social media.

If behaviour becomes aggressive, violent, or abusive, we may end the interaction immediately and restrict access to our services or communication channels. In extreme cases, we may report to Police.

What we consider unacceptable behaviour

This includes (but isn’t limited to):

• swearing at or using abusive language towards our staff

• any physical violence or intimidation (e.g., pushing, shoving, threatening behaviour)

• insults, shouting, or verbal abuse of any kind

• racist language or behaviour, discrimination, sexual harassment, or unwanted sexual comments

• abusive messages by email or chat, or harassment through repeated contact

• abuse aimed at staff on our social media channels

• abusive behaviour during telephone calls.