Respectful contact and unacceptable behaviour policy

Published 5 February 2026

Purpose

The Infected Blood Compensation Authority (IBCA) recognises the profound trauma, injustice and loss experienced by people infected and affected by the infected blood scandal.

Many individuals contacting IBCA may be grieving, unwell, exhausted by decades of campaigning, or managing the psychological, social or financial consequences of their experiences.

IBCA has a ‘flexible tolerance’ approach and is committed to handling all contact with dignity, respect, compassion and fairness. At the same time, we have a responsibility to ensure a safe working environment for our staff.

This policy sets out:

• how IBCA approaches communication with people making a claim
• what constitutes unacceptable contact or behaviour
• how we will respond when contact becomes harmful, intimidating or unsafe
• how we identify and escalate safeguarding concerns
• how we balance empathy and trauma-awareness with staff safety
• how we make and review decisions relating to contact restrictions

Scope

This policy applies to:

• all IBCA employees
• contractors, agency workers and volunteers
• all contact from people making a claim, their representatives or members of the public
• all communication channels, including telephone, online channels, email, letter and in-person interactions

Policy statement

IBCA’s approach to communication is trauma-informed, compassionate and person-centred. We understand that people may express:

• anger
• grief
• frustration
• fear
• exhaustion
• confusion
• loss of trust in public bodies

These feelings are understandable and valid. Distress is not abuse.

However, IBCA also has a duty of care to protect staff from:

• personal insults or attacks
• discriminatory or hateful language
• threats or intimidation
• aggressive or unsafe communication
• continuous, vexatious lines of communication
• behaviour that prevents staff from carrying out their duties safely

This policy ensures that we respond in a way that is:

• fair
• consistent
• proportionate
• trauma informed
• safeguarding conscious
• transparent

Principles

Trauma-informed care

IBCA acknowledges:

• many callers may live with post-traumatic stress disorder (PTSD), complex post-traumatic stress disorder (CPTSD), chronic illness, anticipatory grief or trauma linked to decades of systemic failure
• communication may be influenced by medication, health needs, bereavement or anxiety

Staff will therefore:

• listen with empathy
• allow time and space for emotion
• avoid judgement
• respond calmly and with clarity
• be aware of trauma triggers
• use grounding communication techniques where appropriate

Professional boundaries

Staff are entitled to:

• work free of personal abuse
• end an unsafe or abusive interaction
• be supported after distressing contact
• have behaviour escalated or restricted where needed

Proportionality

IBCA will:

• consider the context of the caller’s behaviour
• acknowledge distress as a legitimate response
• use restrictions only as a last resort
• regularly review any imposed restrictions

Safeguarding

IBCA will follow its internal safeguarding process and will clearly communicate any concerns we have if it’s safe to do so. Where required, we will make referrals to emergency services and/or safeguarding agencies if any contact suggests:

• risk of self-harm or suicide
• risk to another person
• abuse or neglect of a child or adult at risk
• domestic abuse or coercive control
• significant mental health deterioration

Definitions

Distressed or frustrated caller (not abusive)

This behaviour may include:

• raised voice
• crying or overwhelmed emotion
• strong language about institutions or events
• anger at historic failings
• trauma-triggered responses
• rapid or repetitive communication
• expressions of frustration or despair

This behaviour is not considered abusive when it is not directed at a staff member personally.

Unmannerly or abusive behaviour

This includes:

• personal insults directed at staff
• profanity aimed at the individual rather than the situation
• blaming or attacking staff personally
• aggressive or demeaning comments
• demands that are coercive or hostile
• deliberate attempts to intimidate
• talking over staff repeatedly after boundaries have been set

Discriminatory or hateful language

This includes any language containing:

• racism
• sexism
• homophobia
• transphobia
• ableism
• faith-based hate
• other discriminatory remarks

Threatening behaviour

Any reference to:

• harm to staff
• violence
• “coming down there”
• threatening to sabotage or disrupt services
• implied or explicit intimidation

Sexual harassment

Any behaviour relating to the following:

• commenting on IBCA staff’s looks, dress, sexual orientation or gender in a derogatory or objectifying manner or a manner that makes them uncomfortable
• insinuating, proposing or demanding sexual favours of any kind
• stalking, intimidating, coercing or threatening behaviour in relation to trying to illicit sexual activity
• sending, requesting or displaying sexually explicit objects or messages
• engage in online sexual harassment, including harassment via social media platforms
• make obscene comments, jokes or gestures that humiliate or offend

Intoxicated caller

Signs include:

• slurred or slow speech
• repeating questions
• emotional volatility
• disinhibition
• confusion

Intoxication may indicate highly increased vulnerability. Staff should remain calm, speak slowly and clearly and consider safeguarding implications.

We may escalate this type of contact to the police where appropriate and required.

Safeguarding responsibilities

Staff must remain alert to safeguarding indicators such as:

• a caller expressing suicidal thoughts
• statements about overdose, self harm or hopelessness
• concern for an adult at risk
• signs of coercion or undue influence in financial decision-making
• indicators of domestic abuse
• concern for a child in the household
• a person who appears intoxicated in a way that suggests they are unsafe

Where safeguarding concerns arise, staff will follow internal safeguarding procedures. We will contact emergency services if there is an immediate risk to life, even if this means without consent.

Communication expectations

What IBCA staff will do

Staff will:

• remain calm and professional
• listen actively
• use trauma-informed language
• explain clearly what they can and cannot do
• maintain professional boundaries
• end unsafe interactions if needed
• seek support from managers when required

What IBCA expects from callers

Callers are asked to:

• treat staff with respect
• allow staff to speak and explain
• express dissatisfaction without personal attacks
• avoid threats, intimidation or discriminatory comments
• communicate safely when able

We understand that this may not always feel easy, and we will work with compassion first.

IBCA responses to unacceptable behaviour

Stage 1 – Verbal warning

Clear, calm boundary setting during contact.

Stage 2 – Ending the contact

If behaviour remains abusive after a warning.

Stage 3 – Written warning

A letter outlining unacceptable behaviour and expectations for future contact.

Stage 4 – Temporary contact restrictions

Examples include:

• written-only communication
• communication through a named officer
• scheduled-only telephone appointments
• temporary pause in communication

Stage 5 – Full contact restrictions

Introduced when behaviour is severe or repeatedly unsafe. Reviewed regularly.

Stage 6 – External escalation

Where behaviour involves:

• threats of harm
• harassment
• criminal behaviour

IBCA may contact police or other agencies.

All decisions are:

• recorded
• reviewed
• proportionate to risk
• time limited wherever possible

Staff wellbeing

IBCA will:

• provide immediate support after distressing incidents
• offer wellbeing breaks
• encourage reflective supervision
• refer staff to internal or external support
• monitor staff impacted by repeat incidents
• promote a culture of psychological safety

Monitoring and review

IBCA will:

• track all incidents via the communication risk log
• analyse trends to identify learning
• review restrictions regularly
• use data to improve safety and service quality
• review this policy annually or sooner if needed