At CJ’s Little Pickles we believe that we have a strong partnership with our parents and an open door policy to discuss any matters arising (if applicable).
If as a parent, you have any concerns or issues you wish to raise with the nursery then please follow the complaints procedure.
In the case of a parent emailing, calling or using social media to complain the nursery will direct them to the correct procedure for raising a complaint. We have a zero tolerance on abusive calls, emails, social media contact and face to face confrontation.
Abusive Calls:
The call taker receiving an abusive call will ask the caller to follow the complaints policy. If the abuse continues the call taker will end the call. Any abusive calls will be logged with an outline of the conversation.
Abusive Emails:
The responder will ask the parents to come into the setting to speak in person, as per our complaints policy. If the emails persist the manager may seek legal action. All emails will be kept as evidence until the matter is resolved.
Social Media:
If slanderous or abusive messages appear on any social media sites we will address these immediately with a request to follow our complaints procedure. We will endeavour to resolve any issue raised through our complaints procedure. If slanderous/abusive messages continue we will seek legal action against the complainant.
In the unlikely event that a parent starts to act in an aggressive or abusive way at the nursery, our policy is to:
• Direct the parent away from the children and into a private area, such as the office (where appropriate)
• Ensure that a second member of staff is in attendance, where possible, whilst continuing to ensure the safe supervision of the children
• Act in a calm and professional way, ask the parent to calm down and make it clear that we do not tolerate aggressive or abusive language or behaviour
• Contact the police if the behaviour escalates
• Once the parent calms down, the member of staff will then listen to their concerns and respond appropriately
• The incident will be recorded on the settings CCTV
• Management will provide any support and reassurance that staff may need following the experience, and seek further support where necessary
• Management will also signpost parents to further support where applicable
• Staff will protect the privacy of the children in our care and ensure that information regarding the incident is kept confidentially