At TrustMark, we are committed to providing excellent service. Everyone who contacts us has the right to be heard, understood, and treated with respect. We work to ensure our services are accessible to all and expect our staff to treat everyone professionally and courteously.

We understand that some situations, like disputes or work to put things right, can be stressful. If you are feeling upset or anxious, we encourage you to let us know what we can do to better support you.

However, we have a responsibility to protect our staff’s safety and well-being. Everyone interacting with our team must treat them with respect. Unacceptable behaviour—such as threats, abuse, harassment, or discrimination—is not tolerated under any circumstances.

This policy was last updated on 19th November 2024.

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Our team will always:

• Provide fair, open, and accessible services
• Listen to and understand your concerns
• Treat you with respect, empathy, and dignity

If we believe your behaviour is unacceptable, we will inform you and give you an opportunity to change it. However, in serious cases—like physical threats—we may act immediately to protect our staff.

Our staff have the right to:

• End calls or leave a situation if they feel threatened
• Not respond to abusive emails or messages (these will only be reviewed for new issues)