Issued by: Westshore Group Limited (Globally Award-Winning Company)
Trading As: Westshore VA Services
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Effective Date: 24 August 2025
Last Updated: 24 August 2025
Westshore Group Limited is globally recognised for its commitment to professionalism, integrity, and excellence. As part of this commitment, Westshore VA Services upholds strict standards of client behaviour to ensure respectful, safe, and legally compliant interactions between our team members and clients worldwide.
1. Purpose of This Policy
1.1 This policy defines the standards of conduct required when clients engage with Westshore VA Services.
1.2 It is designed to:
- Protect the health, safety, and well-being of our team members and contractors.
- Ensure compliance with UK laws, including the Equality Act 2010 and Health & Safety regulations.
- Promote trust, respect, and clear communication between Westshore VA Services and clients.
- Provide a framework for dealing with inappropriate or unlawful client behaviour.
1.3 All clients must read, understand, and agree to this policy before services commence.
2. Our Commitment to Professionalism
Westshore VA Services commits to:
- Delivering services with integrity, discretion, and respect.
- Providing staff who are DBS-checked and trained in data security and safeguarding.
- Handling all client matters with strict confidentiality and professionalism.
- Offering clear communication channels and responsive service.
3. Client Responsibilities
Clients agree to:
- Treat all Westshore VA Services staff and contractors with respect and courtesy at all times.
- Provide a safe and lawful environment for any in-person activities, meetings, or events.
- Comply with all applicable UK laws, including:
- Equality Act 2010 (anti-discrimination and harassment).
- Modern Slavery Act 2015.
- Health & Safety at Work Act 1974.
- Data protection laws (UK GDPR).
4. Zero Tolerance for Abuse or Harassment
4.1 Unacceptable Behaviour Includes:
- Physical, verbal, or written abuse of any kind.
- Harassment, intimidation, or bullying.
- Discriminatory comments or actions based on:
- Gender
- Age
- Sexual orientation
- Religion or belief
- Disability
- Race or ethnicity
4.2 Immediate Action:
- Any instance of abuse or harassment will result in:
- Immediate suspension of services.
- Termination of the client contract without refund.
- Potential reporting to law enforcement or relevant authorities.
5. Safe Work Environments
5.1 If Westshore VA Services staff are required to attend a physical location such as:
- A client’s office,
- Private residence,
- Venue for an event, or
- Business premises,
The client is responsible for ensuring the location is safe, hazard-free, and compliant with UK Health & Safety standards.
5.2 Unsafe Conditions Include:
- Lack of basic safety measures (e.g., fire exits, first aid provisions).
- Exposure to illegal substances or hazardous environments.
- Situations where violence, abuse, or threats are present.
5.3 If a location is deemed unsafe, Westshore VA Services staff are authorised to:
- Leave immediately.
- Report the incident internally and, if necessary, to local authorities.
- Suspend or terminate services without refund.
6. Illegal or Unethical Requests
6.1 Clients must not request Westshore VA Services to engage in illegal or unethical activities, including:
- Fraud or misrepresentation.
- Breaches of data protection laws.
- Financial misconduct or money laundering.
- Misuse of confidential information.
- Discrimination or harassment on behalf of the client.
6.2 If a client makes such a request:
- The service will be immediately terminated without refund.
- The incident may be reported to law enforcement or regulatory bodies.
7. Passwords and Sensitive Data
7.1 Strict Security Protocol:
- Clients must never share passwords or access credentials via:
- Email
- WhatsApp or messaging apps
- SMS or text message
- Telephone (verbal communication)
7.2 Approved Method:
- All sensitive data must be shared exclusively through Westshore VA Services’ encrypted, secure password wallet.
7.3 Breach of Protocol:
- Any breach of this rule will result in immediate contract termination without refund, to protect both the client and Westshore VA Services.
8. Handling Disputes
8.1 Westshore VA Services encourages open and respectful communication to resolve issues quickly.
8.2 If a client has concerns:
- They should raise the matter directly with their designated point of contact.
- If unresolved, the matter will escalate to senior management.
- If still unresolved, the Complaints Policy will be followed.
9. Breach of This Policy
Breaches of this policy will result in immediate action, which may include:
- Suspension or termination of services without refund.
- Legal action, where appropriate.
- Reporting to regulatory or law enforcement authorities.
10. Examples of Termination Scenarios
To ensure clarity, services will be immediately terminated if:
- A client is abusive towards staff in any form.
- Passwords are shared via unapproved methods.
- Illegal requests are made.
- Unsafe work environments are created or maintained.
- Discriminatory behaviour occurs.
- AML compliance rules are deliberately breached.
11. Client Behaviour in Third-Party Engagements
11.1 When Westshore VA Services engages third-party providers (e.g., travel companies, property contractors) on behalf of a client, the client must:
- Treat those third parties with the same respect and professionalism expected of Westshore VA Services staff.
- Understand that Westshore VA Services is not liable for the behaviour of external providers.
12. Client Awareness & Agreement
By engaging Westshore VA Services:
- Clients acknowledge that they have read, understood, and agreed to this policy.
- Clients understand that non-compliance will result in immediate termination of services without refund.
13. Governing Law
This policy is governed by the laws of England and Wales, and any disputes will be handled exclusively by the courts of England and Wales.
Summary of Key Points
- Respect and courtesy are mandatory at all times.
- Zero tolerance for abuse, harassment, or discrimination.
- Clients must ensure safe, legal working environments.
- Passwords and sensitive data must only be shared via encrypted secure wallet.
- Any breach of these rules results in immediate service termination without refund.
This policy is issued under the authority of Westshore Group Limited, the globally award-winning parent company of Westshore VA Services, Westshore Escapes, Westshore Property Care, and future subsidiaries. It reflects our Group-wide commitment to integrity, professionalism, and client safeguarding.
