Customer conduct: caseworker guidance
Tells HM Passport Office staff how to handle customers who exhibit threatening, abusive or violent behaviour.
Documents
Details
This guidance tells HM 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
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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.
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.