Scope’s customer promise

To help us provide the best service possible, we ask that you:  

• treat our staff and other customers with respect and courtesy 
• use appropriate language and behaviour  
• attend appointments on time and let us know if you need to cancel or reschedule 
• be open and honest so we can support you
• respect professional boundaries

We understand that some enquiries can be frustrating, especially when they involve challenges. We are here to help. That works best in a respectful environment.

You are welcome to express frustration, and we will listen. But we will not tolerate abusive or aggressive behaviour.

If you use offensive language, behave in a discriminatory, rude or aggressive way, we may end the session.

Examples of unacceptable behaviour include:  

• swearing, yelling or name-calling 
• discriminatory remarks, including microaggressions 
• asking for personal staff details (which we are not able to share) 
• harassment of any kind

Microaggressions are subtle insults or actions, spoken, unspoken or environmental. They may be intentional or unintentional. They can send negative or hurtful messages to people based on their identity or membership in a marginalised group.

People may not be aware that they have committed a microaggression. So, it can help to challenge it. Even if someone did not have bad intentions, it is the impact that matters. 

If a customer has committed a microaggression, we may challenge this language and behaviour.

If a conversation becomes abusive, we may ask you to change your language or tone.

If the behaviour continues, we may issue a second and final warning

If the abuse persists, we will end the session.

We will make a record of any instance of abuse or unacceptable behaviour in line with our privacy policy.

We will report the incident to a manager for review and follow-up. 

We reserve the right to restrict access to our services where behaviour breaches our expectations. 

This supports us in our duty of care to our customers and colleagues.

We want to help everyone, but we ask that you:  

• avoid making repeat contact about topics we have already supported with, unless your situation has changed
• act on any signposting or advice we have provided

We may inform you when we have provided all the support we can on that topic.

Continued repeat contact may lead us to limit further interactions on that issue.

Where appropriate, we may contact you to confirm how you can use our service. 

• Be kind, civil and supportive of others. 
• Avoid offensive, misleading or inappropriate content. 
• Respect others’ privacy and avoid sharing personal information. 
• Remember that our online space is not a place for medical advice, advertising or fundraising.

We operate a “3 strikes” moderation policy: 

• a gentle reminder or caution 
• a final warning 
• a ban from the online community 

We reserve the right to remove any posts or content, or restrict access, without notice, to protect the safety and wellbeing of our members and staff. 

 Online community rules 

Our staff have the right to:  

• work in an environment free from abuse, harassment or intimidation 
• end a call or session if they feel threatened, unsafe or disrespected 
• decline to engage in conversations that cross personal or professional boundaries 

Please note: We do not provide personal information about our team members. We operate solely in a professional capacity. 

Our goal is to support you in a safe and respectful way. By working together, we can ensure the best possible experience for you and all those who use our services. 

If you have any concerns or feedback, we welcome you to raise them through the appropriate channels. We will do our best to address them.

Thank you for helping us maintain a respectful and supportive service environment.

• Contact us 
• Safeguarding policy 
• Privacy policy 
• Terms and conditions 
• Accessibility 
• Making a complaint 
• Feedback about our website 
• Helpline