Zero Tolerance Policy on Abuse, Aggression and Unacceptable Behaviour

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

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

2. Our response to abuse

ASL Vets will act promptly to protect our team and uphold professional standards. Depending on the severity of the behaviour, our response 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 relationship
• Refusal of future services across all ASL Vets locations

Legal and 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

3. Protecting our team

Our staff have the right to:

• work without fear, intimidation, or abuse;
• end any interaction where they feel unsafe;
• be supported by management in enforcing this policy; and
• report incidents without fear of repercussion.

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

4. 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; and
• accept clinical decisions made in line with RCVS standards.

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

5. Our right to decline or withdraw services

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

• decline non-emergency treatment;
• withdraw services; and
• transfer ongoing care to another veterinary provider.

This will always be done with appropriate notice and, where required, clinical handover. Emergency first aid to relieve pain and suffering will not be withheld, in line with the RCVS Code of Professional Conduct.

6. Reasonable adjustments

We recognise that behaviour which appears aggressive or unreasonable can sometimes be connected to a disability, acute distress, or a mental health condition. Where we reasonably believe this may be the case, we will consider what reasonable adjustments can be made — for example, adjusting how we communicate, offering a quieter space, or involving a support person — without compromising the safety of our team or other clients. This does not remove our right to act under this policy where behaviour remains unsafe or unacceptable, but we will take a considered, individual approach rather than an automatic one wherever we reasonably can.

7. Records and review

Decisions to formally warn, restrict, or permanently remove a client are recorded and reviewed by a Director or the Practice Manager before being actioned as permanent across all ASL Vets locations. Records of such decisions are kept in line with the retention periods set out in our Privacy Policy.

This policy is reviewed annually, or sooner if the law or our procedures change.

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.