Zero Tolerance Policy

Children’s Development UK
Last updated: 20th March 2026
Policy Owner: Clinical Director

1. Purpose

Children’s Development UK is committed to providing a safe, respectful, and supportive environment for:

  • Children and young people
  • Parents and carers
  • Staff and clinicians

We acknowledge parents/ carers may have stressors from various reasons that may not be obvious to clinicians. We aim to work in mutual respect with our families, children and young people. Kindly share/ ask if you require specific reasonable adjustments (outside our usual practice) to be made when you use our service. Whilst we may not always be able to meet every need, we will work towards finding a suitable solution.

This policy sets out our zero-tolerance approach to unacceptable behaviour, including abuse, aggression, and harassment.

2. Scope

This policy applies to:

  • Parents and carers
  • Family members
  • Visitors
  • Professionals interacting within the service

It applies to:

  • In-person appointments and other in-person contact,
  • Telephone and email communication,
  • Online or virtual consultations,
  • Social media interaction.

3. Statement of Zero Tolerance

We do not tolerate behaviour that compromises:

  • Safety
  • Dignity
  • Respect

Unacceptable behaviour will be addressed promptly and proportionately.

4. Examples of Unacceptable Behaviour

Verbal Abuse

  • Shouting, swearing, or offensive language
  • Threatening, intimidating behaviour or repeated microaggression.

Physical Aggression

  • Any form of physical violence towards another person
  • Damage to property.

Harassment or Discrimination

  • Racist, sexist, or discriminatory remarks
  • Bullying and repeated unwanted (unwarranted) contact.

Inappropriate Communication

  • Excessive, aggressive, or abusive emails/messages
  • Social media harassment
  • Persistent unreasonable demands.

5. Safeguarding Considerations

Where behaviour raises concerns about a child’s safety:

  • Safeguarding procedures will take priority
  • Information may be shared with appropriate agencies
  • Actions will be documented.

6. Managing Unacceptable Behaviour

In all circumstances we hope to reach a resolution that allows us to carry on delivering an excellent service to the child, young person and their family. We follow a staged approach:

Stage 1 – Early Intervention

  • Calm explanation of expected behaviour
  • Reminder of boundaries

Stage 2 – Formal Warning

  • Clear statement that behaviour is unacceptable
  • Warning that continued behaviour may affect service provision

Stage 3 – Action Taken

Depending on severity:

  • Restriction of communication methods
  • Requirement for another adult to attend
  • Termination of appointments
  • Discharge from service

Immediate Action (Serious Incidents)

For serious or threatening behaviour:

  • Appointment may be ended immediately
  • Children (where relevant), other service users and staff safety prioritised
  • Relevant authorities including the police may be contacted.

7. Impact on Service Provision

We aim to continue supporting children wherever possible.

However, we may:

  • Modify how services are delivered
  • Limit contact
  • Discontinue services where safety cannot be maintained

8. Documentation

All incidents are:

  • Recorded in an incident log
  • Reviewed within governance processes
  • Used to inform risk management

9. Staff Support

We support staff by:

  • Providing training in managing difficult situations
  • Offering supervision and debrief
  • Ensuring a safe working environment

10. Equality and Fairness

We will:

  • Apply this policy consistently
  • Consider individual needs and circumstances
  • Make reasonable adjustments where appropriate

11. Communication of Policy

This policy is:

  • Available on request
  • Shared with families where needed
  • Referenced in Terms and Conditions

12. Review

This policy is reviewed:

  • Annually
  • After serious incidents
  • Following changes in guidance

13. Contact

Children’s Development UK
Email: [email protected]
Address: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF