At Loving Hands International Nursery Schools 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.
Aggression, verbal and/or physical abuse towards members of Nursery staff or the wider school community are unacceptable, no matter what the circumstances are. Examples of behaviour that are considered serious and unacceptable and will not be tolerated include:
A raised voice or shouting, either in person or over the telephone.
Inappropriate posting on Social Networking sites deemed as bullying.
Speaking in an aggressive/threatening tone.
Aggressive or threatening text messages.
Physically intimidating, e.g. standing very close.
The use of aggressive hand gestures/exaggerated movements.
Shaking or holding a fist towards another person.
Hitting e.g. slapping, punching or kicking.
Derogatory, racist or sexist comments made about the ‘protected characteristics‘ of Equality Act 2010: age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
This is not an exhaustive list but seeks to provide illustrations of such behaviour.
Unacceptable behaviour will generally result in the police being informed of the incident.
Action of staff when facing unacceptable behaviours
The Nursery expects and requires its members of staff to behave professionally in difficult situations and attempt to defuse the situation where possible, seeking the involvement as appropriate of other colleagues.
However, all staff and children have the right to feel safe in the Nursery environment at all times. All members of staff have the right to work without fear of violence and abuse, and the right, in an extreme case, of appropriate self-defence. All incidents should be recorded ASAP, including the names of any witnesses
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.
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.
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 event that any person inside the nursery starts to act in an aggressive manner at the nursery, our policy is to:
- Ensure that a second member of staff is in attendance, where possible, whilst continuing to ensure the safe supervision of the children
- Remain calm and professional in order to calm the aggressive person, making it clear that we do not tolerate aggressive or abusive language or behaviour
- If the aggressive behaviour continues or escalates we will contact the police in order to ensure the safety of our staff team, children and families
- If the person calms down and stops the aggressive behaviour a member of staff will listen to their concerns and try to resolve the issue
- Following an aggressive confrontation an incident form will be completed detailing the time, reason and any action taken
- Any aggressive behaviour from a parent could result in the withdrawal of a place for the child/ren. Parents will be informed, by the management team , in writing within 3 days of any incident that involved aggressive or threatening behaviour to their staff
- Management will provide support and reassurance to any staff member involved in such an incident
- Management will signpost parents to organisations/professionals that can offer support if applicable