At Aspire, our goal is to resolve your concerns efficiently and professionally. To achieve this, we believe in fostering respectful and constructive communication. Disrespectful behavior can hinder this process, so we’ve outlined the expectations for all interactions and the steps we may take if those expectations are not met.
Who does this apply to
This applies to all interactions with Aspire, regardless of the method of communication:
Channels: Email, phone, face-to-face interactions, social media, and other digital platforms
Parties: Any individual or entity communicating with Aspire employees
Before implementing any measures, Aspire conducts a thorough assessment of each situation. If action is deemed necessary, we will provide clear explanations, outlining the reasons for our decision.
What is expected
Aspire values open, honest, and professional communication. While we understand financial matters can be sensitive and stressful, mutual respect is essential to resolving issues effectively.
Examples of unacceptable behavior include:
Use of offensive, vulgar language or personal insults
Discriminatory remarks based on race, gender, religion, or other personal characteristics
Threats of violence or intimidation
Raising one’s voice or adopting a confrontational tone.
We also consider certain excessive behaviors unreasonable, such as:
Repeatedly contacting multiple team members or channels about the same issue, which can slow down investigation efforts.
Escalating concerns persistently through formal complaints without providing new or relevant information.
Making demands outside our stated Service Level Agreements (SLAs) or outside the scope of our services.
Why this matters
Respectful communication allows us to focus on resolving your issues efficiently and ensures that our employees feel safe and supported while assisting you. By maintaining professionalism in interactions, we can work together to achieve faster and better outcomes.
Aspire is committed to delivering a fair, transparent, and satisfactory service experience for all customers. Our Terms and Conditions outline the standards you can expect from us and your rights as a customer. If you ever feel that our service does not meet these standards, we are dedicated to addressing the issue promptly and finding a resolution that works for you.
When necessary, Aspire also works with relevant law enforcement or government authorities to ensure the safety and well-being of everyone involved.
How we address disrespectful or unreasonable behaviour
If behavior negatively impacts communication or the resolution process, Aspire may take the following steps:
Clarifying expectations: We will explain why the behavior is inappropriate and how it affects our ability to help.
Limiting communication: In certain cases, we may restrict discussions to specific topics or channels to streamline resolution.
Restricting access: For serious or repeated incidents, we may temporarily limit access to our services.
Account suspension or termination: In severe cases, Aspire reserves the right to suspend or permanently close accounts to protect employees and maintain service quality.
Notifying authorities: If necessary, we will involve law enforcement or relevant regulatory bodies.
Our actions will always be proportionate to the situation, to maintain a positive and productive environment for all parties involved.
Let’s work together
At Aspire, we’re here to help you achieve great outcomes. By fostering mutual respect, we can resolve issues more effectively and deliver the service you deserve. Thank you for your understanding and cooperation in creating a professional and respectful environment.
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