Change of https://www.gov.uk/government/publications/customer-conduct

Change description : 2025-06-13 16:00:00: Updated guidance to tell line managers how to record and report an incident of abuse or threats and to inform the site Security Liaison Officer (SLO) if a customer has been physically abusive to a member of staff in a public facing area. A full list of changes are detailed in the changes from last version of this guidance section within the document. [Guidance and regulation]

Showing diff : 2022-10-28 08:55:17.468657804 +00:00..2025-06-13 15:00:19.342070508 +00:00

Guidance

Customer conduct conduct: caseworker guidance

Guidance Tells forHM staffPassport onOffice staff how to handle customers who exhibit threatening, abusive or violent behaviour.

From:
HM Passport Office
Published
13 January 2012
Last updated
2813 OctoberJune 20222025 — See all updates

Documents

Customer conduct (accessible)

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Customer conduct

PDF, 269214 KB, 18 pages

Details

GuidanceThis forguidance stafftells onHM Passport Office staff how to handle customers either face to face, over the phone or in correspondence, who exhibit threatening, abusive or violent behaviour.

Updates to this page

Published 13 January 2012
Last updated 2813 OctoberJune 2022 + show2025 href="#full-history">+ show all updates

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Update history

2026-07-29 15:25
This guidance has been updated to change who needs to receive a copy of a customer misconduct letter from ‘Grade 7 manager where the application was dealt with’ to ‘Grade 7 manager responsible for counters and interviews’, in the sections: • How to bar a customer from a CSC• Face to face interviews: behaviour does not improve• Microsoft Teams: behaviour does not improve• Customer conduct: abusive written communications• Written communications: customer continues to be abusive

2025-06-13 16:00
Updated guidance to tell line managers how to record and report an incident of abuse or threats and to inform the site Security Liaison Officer (SLO) if a customer has been physically abusive to a member of staff in a public facing area. A full list of changes are detailed in the changes from last version of this guidance section within the document.

2022-10-28 09:55
Updated the guidance to the latest version.

2022-09-26 16:54
Accessible version added.