Accidents Involving Customers

There are many regulations under Health & Safety Legislation which you are obliged to comply with concerning accidents involving members of the public within your property and indeed outside. (EG. Slips, Trips, Falls, Burns, Cuts, Trauma Etc.)

You must keep an Accident Report Book. Details of the incident, a note of all staff members on duty at the time and name and contact details of the injured party are all crucial. Witness Statements should also be taken from all relevant staff and a copy of any CCTV Footage of the incident must be made and retained for at least 2 years following the incident.

We apply a simple rule which serves well. Remember, it costs nothing to be a nice person. Very often we have found that when you engage with the victim in a manner which shows genuine concern the victim is in a far more positive mind set and this often avoids them feeling as though they were ignored or worse, considered to be "chancing their arm!"

As we said previously accidents do happen and in the vast majority of cases they are genuine.

Call the victim the following day. Consider sending flowers or some other modest gesture. Showing concern is not an admission of liability and may prevent an incident becoming a claim against you!
 
As always remember – call us to discuss any/every incident. We will advise and guide you.