we will ask customers to modify their behaviour and explain why if the behaviour continues to be unacceptable, our employees will remove themselves from the situation. If the communication is by telephone, the caller will be told that the call will be ended the employee will inform their manager who will keep a record of the incident. In all cases a manager will investigate the situation and decide what action to take. This could include limiting a customer’s contact with us we will refer the matter to the police where a criminal offence has been threatened or committed