Please be kind to our team
Our Customer Behaviour Policy
We understand that sometimes people may be having a bad day. However, we will not tolerate abusive language, name calling, shouting, or any other unacceptable behaviour, whether verbal or written. Neither will we tolerate any unacceptable or inappropriate conduct.
Threats of any kind and abusive behaviour may include shouting, swearing, name calling, intimidation, or threats of retribution towards any member of our team or our business.
We reserve the right to close any account immediately if we receive threatening, abusive, or inappropriate calls, emails, or messages.
Verbal or written abuse of any kind will be taken seriously and may be reported to the appropriate authorities.
How We Respond to Unacceptable Behaviour
- During a phone call, if the customer allows us to speak, we will explain that we are trying to understand their concerns.
- We will advise if communication is becoming inappropriate or upsetting, allowing the customer an opportunity to adjust their behaviour.
- If the behaviour continues, we will inform the customer that we will end the call.
Our Process
Where unacceptable behaviour occurs, we may:
- Record the language used and any threats made.
- Retain copies of abusive emails or messages on the customer's account.
- Process any refunds that are due.
- Confirm by email that the account has been closed.
Ongoing Communication
If abusive or inappropriate communication continues:
- We reserve the right not to respond to messages, emails, or online comments.
- We may restrict further communication.
This may include:
- Blocking email addresses or telephone numbers.
- Blocking social media accounts.
- Removing comments that are untrue, threatening, or abusive.
Professional Boundaries & Inappropriate Conduct
We pride ourselves on offering a professional shopping experience and great customer service to all of our customers.
For this reason, we operate a strict zero-tolerance policy towards any form of inappropriate, abusive, or indecent behaviour, including calls, emails, including imagery, or online communication.
- Respectful
- Appropriate
- Relevant to the service we provide
Any behaviour that breaches these professional boundaries will result in immediate action.
Unacceptable Conduct Includes
The following behaviours will not be tolerated under any circumstances:
- Repeated prank or time-wasting calls.
- Harassment via phone, email, or social media.
- Inappropriate or sexual comments.
- Indecent behaviour or requests.
- Cyber flashing (sending unsolicited sexual images), which is a criminal offence under UK law (Online Safety Act 2023).
- Threatening language or any form of intimidation.
Any behaviour that causes discomfort, distress, or concern will be treated as unacceptable.
Our Response
- We reserve the right not to respond to inappropriate or abusive communication.
- Communication may be ended immediately without warning.
- Incidents may be formally recorded and, where appropriate, reported to the police.
We are not obliged to continue communication where behaviour is deemed inappropriate.
Prank Calls & Indecent Contact
We operate a strict zero-tolerance approach to prank calls and indecent contact.
- Repeated nuisance contact will result in immediate blocking.
- Inappropriate or sexual behaviour will be treated as harassment.
Legal Position
We have taken guidance and advice regarding this matter.
Where behaviour meets the threshold of harassment or indecent communication, we reserve the right to escalate the matter to the police in line with current legislation, including:
- Harassment
- Threats
- Indecent behaviour
- Cyber flashing (sending unsolicited sexual images), which is a criminal offence under UK law (Online Safety Act 2023).
Where necessary, we will:
- Retain records of communication, including call logs, emails, and messages.
- Block telephone numbers, email addresses, and social media accounts.
- Report indecent communication, including cyber flashing, to the police where appropriate.
Additional Information ~ Your Account Privacy
Lindsey Brown Resort Wear only retains information necessary to process and dispatch your order. As a UK business, we are required to retain digital and printed order and payment records for seven years. After seven years, order copies are shredded. Please refer to our full Privacy Policy for further details.
Worn Items
On rare occasions where returned items are believed to have been worn, the goods will be returned to the customer and no refund will be issued.
Items are deemed worn if, for example, they carry odours (such as perfume, smoke, or tanning products), have had tags removed or replaced, or show signs of washing or use.
We will contact the customer to discuss any concerns. If the matter cannot be resolved, the item will be returned and no refund will apply.
Fraud
We reserve the right to share data and information where necessary, where and if required by law or court order.
By placing an order with us, the customer agrees to pay for and accept delivery of goods. We reserve the right to cancel orders at our discretion.
Data Protection
Lindsey Brown Resort Wear complies with the Data Protection Act 1998. Any stored data is held securely and will not be shared without consent.
Customers may request copies of their order information in writing.
Complaints
Behind every message you send is a real person.
If you have a genuine complaint, please contact us via our official contact form, or the email address you received from ourselves and your enquiry will be reviewed.
Our Service Record 2025 January - December
- Missing or lost parcels: 0
- Incorrect size received: 1
- Incorrect colour received: 2
- Faulty items received: 0
Our Behaviour Policy Updates
This policy has been updated as of March 2026.