ASL Vets  Zero Tolerance Policy on Abuse, Aggression & Unacceptable Behaviour

  1. Our Commitment

ASL Vets is committed to providing a safe, respectful, and professional environment for our clients, their pets, and ”critically”our team. We uphold the highest standards of care and conduct in line with the RCVS Code of Professional Conduct and expect the same level of respect in return.

We operate a strict zero tolerance approach to any form of abuse or unacceptable behaviour.

 

  1. What We Consider Abuse or Unacceptable Behaviour

The following behaviours will not be tolerated under any circumstances: 

Verbal or Written Abuse 

  • Shouting, swearing, insults, or raised voices
  • Threatening or intimidating language
  • Derogatory, discriminatory, or defamatory comments
  • Aggressive or hostile tone in person, by phone, email, SMS, or social media

Physical or Threatening Behaviour 

  • Any form of physical intimidation or violence
  • Blocking access, invading personal space, or refusing to leave
  • Threats of harm to staff, other clients, or animals

Harassment 

  • Persistent or repeated complaints intended to intimidate
  • Bullying, personal attacks, or targeted harassment of any team member
  • Filming or photographing staff without consent

Online Abuse 

  • Negative or defamatory posts targeting individual staff
  • Coordinated harassment or attempts to damage reputation 
  • Abusive comments on social media or review platforms

Unacceptable Demands 

  • Insisting on treatment that is clinically inappropriate
  • Pressuring staff to breach RCVS standards or legal requirements
  • Refusing to follow practice protocols or safety instructions

  1. Our Response to Abuse

ASL Vets will act  immediately  and decisively to protect our team and uphold professional standards. Depending on the severity of the behaviour, actions may include: 

Immediate Actions

  • Ending a phone call or consultation
  • Asking the individual to leave the premises
  • Refusing further communication until behaviour improves

Formal Actions 

  • Issuing a written warning
  • Restricting communication to written channels only
  • Requiring another adult to accompany the client to appointments 

Permanent Actions

  • Removal from the practice and termination of the client practice relationship
  • Refusal of future services across all ASL Vets locations

Legal & Regulatory Actions

  • Reporting threats, harassment, or violence to the police
  • Seeking legal protection or civil action where appropriate
  • Reporting behaviour to relevant authorities if required
  1. Protecting Our Team

Our staff have the absolute right to:

  • Work without fear, intimidation, or abuse
  • End any interaction where they feel unsafe
  • Be supported by management in enforcing this policy
  • Report incidents without fear of repercussion

ASL Vets will always prioritise the well-being, safety, and dignity of our team.

  1. Client Responsibilities

By registering with ASL Vets, clients agree to:

  • Treat all staff with courtesy and respect
  • Communicate calmly and appropriately
  • Follow practice protocols and safety instructions
  • Accept clinical decisions made in line with RCVS standards

Failure to meet these expectations will result in action under this policy.  

  1. Our Right to Decline or Withdraw Services

In accordance with RCVS guidance, ASL Vets reserves the right to:

  • Decline non emergency treatment
  • Withdraw services
  • Transfer ongoing care to another veterinary provider

This will always be done with  appropriate notice  and, where  required, clinical handover.  

  1. Final Statement

Abuse is never justified.

Stress, worry, or emotion surrounding a pet’s health does not excuse harmful behaviour. 

ASL Vets will always act to protect our team, uphold professional standards, and maintain a safe, respectful environment for everyone.