Scottish Canals believes that complainants have a right to be heard, understood and respected. We work hard to be open and accessible.
Occasionally, the behaviour or actions of individuals makes it very difficult for us to deal with their complaint. In a small number of cases the actions become unacceptable because they involve abuse of our staff or our process.
When this happens we have to take action to protect our staff. We consider the impact of the behaviour on our ability to do our work and provide a service to others.
Our Unacceptable Actions Policy explains how we will approach these situations.