Customer Code of Conduct


As an integral part of Central YMCA’s commitment to ethical and inclusive practices, we extend our values to our customers. This Customer Code of Conduct outlines our expectations for customers, ensuring a harmonious and respectful environment for Central YMCA staff, volunteers and the wider community. By adhering to these principles, we collectively contribute to the wellbeing of all involved.

At Central YMCA, we prioritise the wellbeing and safety of our staff members. We recognise their rights to work in an environment that promotes their continued wellbeing, safety, and overall health. Consequently, we have a zero-tolerance policy towards any form of violence, aggression, or unacceptable behaviour directed at our staff. We expect all communications to be conducted with courtesy and respect by all parties involved. 

The term ‘customer’ applies to any individual who contacts the charity in relation to our products and services and does not only apply to those who have paid money to the Charity. For example, this can include those who have contacted us about a product or service but are not yet booked on to a programme, or individuals who are accessing a free programme.


This Customer Code of Conduct reflects Central YMCA’s values and outlines expectations for customers in the following key areas:

1. Respectful Behaviour:

  • Treat all individuals associated with the organisation, including staff, volunteers, and fellow customers, with kindness, empathy, and respect. • Avoid engaging in any discriminatory behaviour, including but not limited to discrimination based on race, gender, age, ethnicity, religion, or any other characteristic.
  • Avoid engaging in any discriminatory behaviour, including but not limited to discrimination based on race, gender, age, ethnicity, religion, or any other characteristic.

2. Inclusive Communication:

  • Communicate in a manner that promotes a sense of inclusion and respect for diversity.
  • Refrain from using offensive language, derogatory remarks, or engaging in any form of cyberbullying or online harassment.

3. Safety and Wellbeing:

  • Prioritise the safety and wellbeing of everyone within our community.
  • If you spot any safety concerns or incidents, please report these promptly to the designated staff or authorities. This will help us to ensure appropriate intervention or support is provided and help prevent future issues.

4. Compliance with Policies:

  • Familiarise yourself with and adhere to all organisation policies and guidelines which can be found on the Charity’s website: Policies and Procedures
  • Seek clarification from staff if you have any questions or concerns regarding the organisation's policies.

5. Responsible Use of Resources:

  • If you are accessing the Charity’s resources (including premises or equipment), use these responsibly, considering the intended purpose of each resource.
  • Report any damages, malfunctions, or issues with resources promptly to the designated personnel.

6. Community Building:

  • Contribute actively to the development of a supportive and collaborative community atmosphere.
  • Share feedback and ideas constructively, fostering a culture of continuous improvement and growth.

7. Event Participation:

  • Respect and follow event guidelines and rules when participating in organisation-sponsored activities.
  • Be considerate of others' experiences during events and activities, promoting a positive and inclusive environment.

8. Ethical Engagement:

  • Engage with the organisation and its initiatives with honesty, integrity, and transparency.
  • Avoid any actions that may compromise the organisation's reputation or ethical standing.

Unacceptable Behaviour 

Unacceptable behaviour encompasses any action or language, whether written, online, or verbal, that may cause our staff to feel intimidated, upset, afraid, offended, threatened, or abused. This includes all forms of communication, such as in-person interactions, telephone conversations, emails/online messages, or social media interactions, that we deem unreasonably demanding or unnecessarily persistent in frequency, type, and nature.

Response to Unacceptable Behaviour

If a customer is deemed to be behaving in an unacceptable manner, Central YMCA will take the following steps:


Request for Behaviour Change or Cessation:

  • Our initial response will involve requesting the individual or group to change or cease their behaviour, accompanied by an explanation of why it is unacceptable.
  • If the behaviour persists or continues to be unacceptable in other ways, our staff members are empowered to remove themselves from the situation or conversation with immediate effect and without further explanation.

Report to Line Manager:

  • Any incidents involving unacceptable behaviour will be promptly reported to the staff member's line manager.
  • The line manager will conduct a thorough investigation to understand the situation, evaluate the impact on the staff member, and determine appropriate next actions.

Escalation and Seeking Compensation:

  • Depending on the severity of the incident, the line manager may escalate the matter to an external authority for further investigation and resolution.
  • Central YMCA reserves the right to seek compensation for any harm caused to its staff members because of the unacceptable behaviour.
  • These measures are in place to uphold a culture of respect, ensuring that our staff can work in an environment that prioritises their wellbeing. Central YMCA remains committed to addressing any incidents of unacceptable behaviour swiftly and effectively, reinforcing our dedication to providing a safe and supportive workplace for our valued staff members.