"our culture would never let that happen"

A client made a comment to your customer success rep on a call today — the kind that made her want to mute herself and take a breath before responding.

She let it go. Didn't flag it. Didn't want to be "difficult" with a client who signs a six-figure contract.

From 30 October, that's not just an awkward call anymore. It's your legal responsibility.

The Employment Rights Act extends harassment protection to third parties — clients, customers, anyone your team deals with — not just colleagues. Employers now have to take "all reasonable steps" to prevent it, whoever's on the other end of the Zoom call.

Here's the part that catches people out: the law doesn't define "reasonable." A tribunal decides that after the fact, based on what you'd already put in place before anything happened.

No policy. No training. No clear way for someone to report a client without fearing for the relationship — or their job. That's not neutral anymore. It's evidence.

The startups that get caught out here aren't the ones with bad intentions. They're the ones who assumed "our culture would never let that happen" counted as a plan.

So — genuine question: if a client crossed a line with someone on your team tomorrow, would they know what to do? Would you?