At Phoenix Software, we want everyone who works for and with us to feel safe and respected. That includes our employees, customers, partners, suppliers, and visitors.
We expect everyone who interacts with our people to behave professionally and respectfully. This applies in every setting, including meetings, calls, emails, online platforms, our offices, and events.
We do not tolerate harassment, discrimination, bullying, or abusive behaviour. This includes behaviour from people outside our organisation.
Feedback and complaints are always welcome, we simply ask that they are made respectfully.
We take all reasonable steps to prevent harassment, and review our policies, training, and risk assessment regularly. Every concern raised with us is taken seriously and handled confidentially.
Raising a concern
Speak to your usual Phoenix contact, email our People Team at [email protected], or use our independent, confidential reporting service at phoenixs.ethicspoint.com. For more detail, read our frequently asked questions below.
Respectful conduct and third-party harassment frequently asked questions (FAQ)
Phoenix values open, honest and professional relationships with its customers, partners, and suppliers. This FAQ explains recent legislative developments, our commitment to maintaining a respectful workplace, and how customers can raise concerns or seek further information. Our objective is to ensure that everyone can work together in a safe, inclusive and professional environment.
1. What is changing?
From 30th October 2026, the Employment Rights Act 2025 requires employers to take all reasonable steps to prevent harassment of their employees, including harassment by third parties such as customers, partners, and suppliers.
As part of our commitment to meeting these requirements, we have reviewed and strengthened our policies, procedures, training and reporting arrangements.
2. What is third-party harassment?
Third-party harassment occurs when an employee experiences unwanted behaviour from someone who is not employed by their organisation, such as a customer, supplier, contractor or visitor.
This behaviour may be verbal, written, physical or online and can occur during meetings, telephone calls, emails, customer visits, events or any other business interaction.
3. What behaviour is considered unacceptable?
We expect everyone engaging with Phoenix employees to behave professionally and respectfully. Harassment, sexual harassment and any form of inappropriate conduct will not be tolerated. The examples below outline behaviours that are considered unacceptable.
Harassment
Harassment is unwanted physical, verbal or non-verbal conduct that has the purpose or effect of:
- Violating a person’s dignity.
- Creating an intimidating, hostile, degrading, humiliating or offensive environment.
Harassment may relate to a protected characteristic including:
- Age
- Disability
- Gender reassignment
- Marriage or civil partnership
- Pregnancy and maternity
- Race, nationality, ethnic or national origin
- Religion or belief
- Sex
- Sexual orientation
Our stance is that harassment is unacceptable even if it does not fall within any of these categories.
A single incident can amount to harassment. It is the impact of the conduct and not the intent of the action that determines whether harassment has taken place.
A person may be harassed even if they were not the intended target. For example, a person may be harassed by racist jokes about a different ethnic group if the jokes create an offensive environment.
Harassment also includes situations where someone is treated less favourably because they have submitted to or refused to submit to harassing behaviour in the past.
The examples are illustrative only and are not intended to be exhaustive:
- Offensive comments, jokes, banter, taunts or pranks.
- Verbal abuse or intimidation
- Ridiculing, belittling or humiliating an individual
- Excluding or disadvantaging someone because they have raised a concern or complaint
- Physical conduct such as pushing, grabbing, touching or horseplay
- Offensive emails, messages or social media content
- Displaying offensive, inflammatory or inappropriate material
- Gossip, malicious rumours or exclusion
- Derogatory comments relating to a protected characteristic
- Deliberate misuse of an individual’s name, pronouns or gender identity
- Threats or suggestions that employment opportunities may be influenced by race, sex or other protected characteristics
- Excluding or making derogatory comments about someone because of a perceived protected characteristic, or because they are associated with someone with a protected characteristic
Sexual Harassment
Sexual harassment is unwanted conduct of a sexual nature that has the purpose or effect of violating a person’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment.
A person may also be subjected to sexual harassment if they are treated less favourably because they have either submitted to or rejected sexual conduct.
The examples are illustrative only and are not intended to be exhaustive:
- Sexual comments or jokes
- Leering, staring or suggestive looks
- Sexual advances or propositions
- Unwelcome touching, hugging, kissing or massaging
- Intrusive questions about a person’s private life
- Sharing sexually explicit images or messages
- Spreading sexual rumours
- Offering benefits in exchange for sexual favours
4. Does this mean customers cannot raise concerns or complaints?
Not at all.
We welcome feedback and encourage customers to raise concerns when service standards have not been met.
The legislation does not prevent customers from:
- Challenging decisions.
- Raising complaints.
- Escalating issues.
- Expressing dissatisfaction with services.
We simply ask that all communications remain respectful and professional.
5. How will Phoenix respond if a concern is raised about customer behaviour?
Any concerns reported by our employees will be taken seriously and reviewed in accordance with our policies and procedures.
Depending on the circumstances, Phoenix may:
- Discuss concerns with the customer.
- Seek clarification of events.
- Agree appropriate corrective actions.
- Implement measures to protect employees.
- Escalate serious matters to senior management.
Each situation will be considered on its individual facts. Please note that serious or repeated behaviour may lead to us restricting or ending engagements.
6. How can a customer report concerns about a Phoenix employee?
Customers may continue to raise concerns through their usual Phoenix contact.
Alternatively, concerns can be reported through our independent confidential reporting service (Navex EthicsPoint – see below) or via [email protected]:
NAVEX EthicsPoint
- Web: phoenixs.ethicspoint.com
- Mobile: phoenixsmobile.ethicspoint.com
All concerns will be reviewed and investigated in accordance with our policies.
7. Will complaints be handled confidentially?
Yes. Information relating to complaints and investigations will be handled sensitively and shared only with those who need to be involved in reviewing and resolving the matter, subject to legal and regulatory requirements.
8. Who does this apply to?
Our expectations regarding respectful conduct apply to all individuals who work for or on behalf of Phoenix and all third parties who interact with them, including:
- Customers.
- Visitors.
- Partners.
- Contractors.
- Consultants.
- Suppliers.
9. Does this apply at Phoenix events and when visiting our offices?
Yes. Our expectations apply wherever people interact with Phoenix employees. This includes Phoenix events, hospitality, and visits to any of our offices.
Attendees are asked to confirm they have read our respectful conduct statement when registering for Phoenix events. Visitors to Blenheim House receive it as part of their sign in at Reception. We also share it with speakers, performers, and entertainers booked for our events.
Our employees are held to the same standard when they represent Phoenix at third-party conferences and events.
10. What should I do if I witness inappropriate behaviour?
If you witness behaviour that may be inappropriate, we encourage you to raise the matter with your usual Phoenix contact or through the reporting channels set out in question 6.
Prompt reporting helps us address concerns quickly and appropriately.
11. Will this affect our existing relationship with Phoenix?
We do not anticipate any impact on our day-to-day working relationships.
These measures are intended to support a positive working environment and reinforce the mutual respect that already exists between Phoenix and its customers.
12. Where can I find more information?
If you have any questions regarding Phoenix’s approach to respectful conduct, harassment prevention or reporting arrangements, please contact our People Team at [email protected].
Last revised: 20 October 2026