Customer Care Policy Template
Customer Care & Code of Conduct Policy Template (UK)
Approx. 8 pages · 15 sectionsBranded PDF + editable WordLast reviewed:
What is a customer care & code of conduct policy and who needs one?
A customer care and code of conduct policy sets the standards your staff follow when dealing with customers, building occupants and the public: behaviour, identification, appointments, clear communication, accessibility and respect for property. Buyers of services in homes, schools and public buildings ask for it to assess how your people represent them.
Sets out standards of conduct, identification, communication, respecting property, accessibility and handling concerns while delivering services.
Why buyers ask for this
When your staff work in occupied buildings or with the public, they represent the buyer, so buyers commonly ask what standards of behaviour you expect and how you handle concerns.
Who needs it
Service providers whose staff deal with customers, building occupants or members of the public.
Where it comes up in a PQQ, SQ or PSQ
Under the Procurement Act 2023, supplier selection uses the Procurement Specific Questionnaire (PSQ) plus each buyer's own conditions of participation and quality questions. Typical questions this policy supports:
- "Describe the standards of conduct your staff will follow on our premises"
- Questions on staff identification, uniforms and appointment arrangements
- Accessibility and reasonable adjustment questions for customer-facing services
- – Often requested for services delivered in occupied buildings or public spaces
What's inside
The full customer care & code of conduct policy runs to about 8 pages (including the branded cover and document control page) across 15 sections:
- Purpose
- Scope
- Roles & Responsibilities
- Core Behaviour & Conduct Standards
- Entry to Service users’ Homes & Access Protocols
- Conduct Around Children, Young People & Adults at Risk
- Confidentiality, Data Protection & Conversations
- Equality, Diversity & Non-Discrimination
- Unacceptable Behaviour by Staff or Contractors
- Managing Challenging Behaviour from Service users / Third Parties
- Cleanliness, Housekeeping & Leaving the Site Safe
- Feedback, Complaints & Learning
- Training & Awareness
- Monitoring, Enforcement & Non-Compliance
- Review
Key points covered
- Standards of conduct
- Identification and appointments
- Communication and accessibility
- Respect for property
- Handling concerns
- Monitoring feedback
Every document carries your logo, company name, version number, approval signatory and next review date, in branded PDF plus editable Word.
UK legislation, standards and guidance it references
Excerpt preview
[Your Company Ltd] (“the Company”) is committed to delivering services in and around service users’ homes in a way that is safe, respectful and professional at all times. The purpose of this Policy is to: This Policy applies to: This Policy should be read alongside: Compliance with this Policy is mandatory.
Get your customer care & code of conduct policy in minutes
£19.99 per policy, or £199 for all 39 policies. One-off payment.
Tender deadline this week? Download in 10 minutes.
How to adapt it
- Read every section and remove anything that doesn’t reflect how your organisation actually works.
- Complete the bracketed [ADAPT] prompts with your own arrangements, people and data.
- Have the policy approved and signed by a director or equivalent, and communicate it to staff.
- Keep evidence that you follow it, and review it by the date shown.
Customer Care & Code of Conduct Policy FAQs
Why do buyers care about staff conduct?
Your staff often represent the buyer to residents, pupils or patients. A written code shows you set clear expectations and deal with breaches consistently.
Does the policy cover accessibility?
Yes. It covers clear communication and making reasonable adjustments for disabled customers, reflecting the Equality Act 2010.
How should staff identify themselves?
The policy sets expectations for photo ID, uniforms and branded vehicles where used, and for confirming appointments so residents and occupants can verify who is visiting.
How much does the Customer Care & Code of Conduct Policy template cost?
£19.99 per policy, or £199 for all 39 policies. It is a one-off payment with no subscription, and you download branded PDF and editable Word files straight away.
General information, not legal advice. Requirements differ between buyers and change over time; always check the tender documents.