Our Approach
At MFMac, we’re committed to creating a respectful and professional environment for everyone who interacts with us – whether you’re a client or engaging with our team for another reason.
Communicating With Us
We understand that some of the matters you may need to discuss with us – especially those involving disputes – can be stressful or upsetting. Our team is here to support you, and we ask that all communication remains courteous and respectful.
Supporting Our People
Our team members have the right to work in an environment free from:
- Aggression or threatening behaviour.
- Derogatory or offensive language.
- Harassment of any kind, including sexual harassment.
- Unreasonable demands or persistent communication.
This applies across all forms of interaction – whether in person, by phone, e-mail, letter or online.
When Behaviour Becomes Unacceptable
While most interactions are positive, there are occasions when behaviour towards our team falls short of
what’s acceptable. If this happens:
- We’ll let you know why the behaviour or communication is concerning.
- We’ll ask you to adjust how you engage with us.
- If you need any support or adjustments to help you communicate effectively, please do let us know.
Changing How We Communicate
If the behaviour continues after we’ve raised concerns:
- We may limit communication to written correspondence.
- We may end phone calls if necessary.
- In serious cases, we may stop communication altogether, including blocking calls or e-mails.
If you’re a client and the behaviour persists, we may need to withdraw from acting on your behalf, in line with our terms of engagement.
Escalation & Reporting
In extreme cases, we reserve the right to report unacceptable behaviour to the relevant authorities.
If You’re Unhappy With Our Response
If you’re dissatisfied with how we’ve handled a situation, you’re welcome to contact us at: complaints@mfmac.com