Code of Conduct

  Last updated: 3rd January 2025

At Annie and The Hooks we are committed to creating a positive, respectful, and safe environment for all of our customers and staff. We expect all individuals interacting with our business—whether in person, online, or through any of our services—to adhere to high standards of behaviour. This  Code of Conduct Policy outlines our expectations and the actions we will take in the event of inappropriate behaviour.

We encourage all customers to be respectful and polite when interacting with our business, staff, and other customers. Disrespectful or abusive behaviour will not be tolerated. This includes, but is not limited to:

• Verbal abuse: Offensive language, threats, or discriminatory remarks.
• Harassment: Bullying, unwanted attention, or behaviour that creates a hostile environment.
• Aggression or violence: Any form of physical aggression or intimidation.
• Discrimination: Any behaviour that discriminates based on race, gender, sexual orientation, disability, religion, or other protected characteristics under UK law.
• Inappropriate comments or actions: This includes harassment or any form of offensive behaviour that makes others feel uncomfortable or unsafe.

We have a zero tolerance policy towards:

• Violence and Aggression: Any threatening, abusive, or violent behaviour toward any member of staff or other customers will result in immediate action, including possible banning from the premises, suspension from online services, or reporting the matter to the relevant authorities.
• Discriminatory Behaviour: We do not tolerate any form of discrimination, whether in-person or online. This includes discrimination based on race, gender, religion, disability, age, or any other protected characteristic.
• Harassment: Any form of harassment, bullying, or intimidation will not be tolerated. If we find that a customer is engaging in any form of harassment, we reserve the right to refuse service and, if necessary, report the matter to the authorities.

Any behaviour deemed inappropriate, as outlined above, will be dealt with swiftly and may result in:

• Immediate suspension or termination of access to our website, services, or events.
• A permanent ban from attending workshops or using any of our facilities or services.
• Reporting to relevant authorities if the behaviour breaches the law.

If any customer violates our Code of Conduct Policy, we may take the following actions:

• For Online Interactions:
  We reserve the right to block or ban users from accessing our website, online shop, or social media pages. We may also suspend or cancel any active orders or transactions if a customer is found to be engaging in inappropriate behaviour.
• For In-Person Interactions:
  Any inappropriate or abusive behaviour at our physical location (such as during a class, workshop, or event) may result in being asked to leave immediately. Depending on the severity of the incident, we may refuse future service or attendance to any of our events or workshops.
• Legal Action:
  In extreme cases, or if we feel there is a risk to the safety or wellbeing of our staff or customers, we may take legal action or involve law enforcement.

We take our responsibility to follow UK laws seriously. All customers are entitled to be treated with respect and dignity. Discriminatory, abusive, or violent behaviour goes against the principles outlined in several key pieces of UK legislation, including:

• Equality Act 2010: Protects individuals from discrimination based on protected characteristics such as race, gender, disability, age, religion, and more.
• Protection from Harassment Act 1997: Ensures that no individual is subject to harassment, which includes any unwanted or aggressive behaviour that causes distress.
• The Public Order Act 1986: Provides guidance on preventing disorderly conduct and abusive behaviour in public spaces.

If you encounter inappropriate behaviour or feel unsafe in any way, please report it immediately to Annie and The Hooks. We take these matters seriously and will investigate all reports of misconduct.

You can report any incidents via:

• Email: annieandthehooks@outlook.com
• In-Person

We will ensure that all reports are handled confidentially and promptly.

We strive to create a welcoming and inclusive environment for all of our customers. We appreciate your cooperation in maintaining the highest standards of behaviour, which contribute to a positive experience for everyone involved.

By engaging with our business, whether through online or in-person transactions, you agree to adhere to our  Code of Conduct Policy. We reserve the right to modify this policy at any time, and any changes will be updated on this page.