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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To write a letter of complaint

46 replies

Shadowboy · 27/04/2017 12:15

Yesterday I took both children to local garden centre and needed to use the baby change facilities. On leaving my daughter got her finger stuck in the door. It's now been x rayed and the bone is so damaged it will require surgery. She's only 2.5 years old.

To leave the baby change I had to push the baby's pushchair out whilst holding the door open as it's a heavy fire door with a strong heavy closing mechanism. Due to the angle of the corridor I needed to tightly turn the pushchair round and although my daughter was right next to me she got her finger caught in the door hinge but the door shut so heavily and abruptly i didn't have time to pull her away. I've never heard her scream like that so hard.

Would it be unreasonable to write a letter to ask them to loosen the return mechanism on the door so it doesn't snap back/slowly closes or to put a door hinge protective cover on bearing in mind it's an area that's commonly used by small children. Or should I just leave it? It's probably my fault for not watching where she had her hand but I was watching where I turned the pushchair - I feel so guilty for her. It's probably just my emotions and my own guilt that make me want to complain.

OP posts:

catkind · 27/04/2017 17:12

Yes you should definitely let them know, it is a H&S issue and they will at very minimum want to log the injury (no the duty manager won't be in trouble, you understandably didn't inform them at the time so they couldn't know) and all probability add precautions. If you don't sue OP the next person to be injured easily could.

MrsTwix · 27/04/2017 17:15

For a few pounds this could have been prevented.

www.screwfix.com/p/firestop-little-fingers-slimline-front-protector/7856j#product_additional_details_container

Pentapus · 27/04/2017 17:35

Well summarised by MrsTwix. The salient point being this incident was both forseeable and easily and cheaply preventable by the occupier. The failures to forsee and / or prevent has resulted in quite a serious injury to a 2 year old.

user1469914265 · 27/04/2017 17:45

Apart from the fact that screwing things into a fire door renders it unfit for purpose.

Also, since I've been called ignorant, a troll and told to fuck off and die (lovely, pleasant and reasoned response btw) despite not having done any name calling I shall leave this alone.

All for my pointing out that talking to the management like actual humans would be a better first step than going hung ho and writing complaints.

Sassparilla · 27/04/2017 18:03

User - you do realise no one has asked you to fuck off and die as that would be nearly as nasty as you've been.

ODFOD = Oh Do Fuck Off Dear. HTH

RhodaBorrocks · 27/04/2017 18:08

User that's not quite what ODFOD means, but you're close. You really have been incredibly rude here to someone who is already blaming herself.

OP, definitely write to them a factual account with some suggestions/recommendations to prevent future incidents. Years ago when I was young my family was at a restaurant. We witnessed someone throwing open the (heavy solid wood) door to the toilets, which opened outwards onto one of the main walkways in the restaurant, just as a child was running up. Child ran straight into the door, which as it continued to open flung the child backwards so they fell and hit the back of their head.

The person who opened the door was mortified but couldn't have seen the child, the parents were alternately telling the child off for running and the (general) staff for having a badly placed door, the staff tried to say the person should have opened the door more carefully. There were several contributing factors meaning no one was solely to blame, nor wholly innocent.

My DF jumped up and offered his business card - he was HSE trained for his job (engineering). He spoke with the manager and offered to write an independent report based on what he witnessed. The manager jumped at the chance. DF recommended that the door be fitted with a strip window if it was going to still open outwards. The report made it to head office and from shortly afterwards the main door between the restaurant and toilet area in almost every restaurant in the chain that I've visited has had a window. Small suggestions can have big impacts.

DF also got the local council to always ensure that in public areas the parts of scaffolding that are bolted together were always padded and taped if they were 6ft or under after DSis almost took her eye out not looking where she was going as a small child - bolts were at 3.5ft on scaffolding that was jutting out into a busy pedestrian precinct.

Sometimes it's irritating growing up with the safety police, but I can't be too harsh on him - I ended up going into an area relating to risk management because of it!

stayathomegardener · 27/04/2017 18:22

I had my fingers shut in the head teachers door in primary school and DD shut hers in the car door when she was 10.
Please don't blame yourself you can't see everything nor predict door speed/movements.
Sounds like you had your hands full.
Definitely report so it doesn't happen again.
Best wishes to you DD for her swift recovery.

2014newme · 27/04/2017 18:24

I would.

Keepthebloodynoisedown · 27/04/2017 19:36

Well aren't you lovely user
Don't be too hard on yourself op, accidents happen. My mum shut my finger in the car boot when I was young, and I've managed to forgive her for it (although I am still cautious around them).
I'd write and report it, it might stop it happen to anyone else. I hope you dds

Keepthebloodynoisedown · 27/04/2017 19:37

Posted to soon.
I hope you dd feels better

kirstxx · 27/04/2017 19:53

I wondered how long it would take for someone to mention claiming compensation

I definitely agree with PP that it's worth contacting them via phone or letter to let them know what happened. They can try and make the door safe.

It was no ones fault so don't blame yourself.. all the best to your little one

Pentapus · 27/04/2017 20:50

Why the raised eyebrow kirst? Don't you think a company should be held accountable for avoidable harm occurring to people on their premises, as the law provides for?

The shop had a duty of care, which they failed in.

The incident was forseeable, since children trapping their fingers in doors is a common accident.
The door was sited in an area heavily used by children.
There are devices in the market that can be used to prevent such an accident occurring.

Just because there is an accident and someone suggests compensation does not mean it is unwarranted or spurious claim.

Pentapus · 27/04/2017 20:57

Besides, it's not like she has a bruised fingernail that's going to come off, this is a two year old with a crushed finger bone who now needs surgery FGS.

If you don't think that's a pretty serious injury, where do you draw the line as to corporate accountability for safety in public places?

I don't think it unreasonable to take the issue further.

seastargirl · 27/04/2017 21:41

The management need to be informed, they should then be reporting the incident under RIDDOR regulations. I think it's really important that you tell them.

Hope your little girl recovers quickly.

AngryGinger · 27/04/2017 21:48

If it's a fire door they have to have a certain hinge etc, we had a disabled toilet that slammed shut so aggressively. People complained all the time but there was nothing we could do. Luckily no knew she injured, not that they told us anyway but the chances are that there's nothing they can do other than sympathise. It was an accident so don't blame yourself and just be wary of future heavy doors

AngryGinger · 27/04/2017 21:50

Sorry don't don't read that dd needs surgery now! I wouldn't so much as complain, it's gone past a complaint at this stage but make them aware!

Pentapus · 27/04/2017 21:54

Product on the market that prevents this type of incident and is suitable for use on fire doors. Also gives some interesting stats on such accidents, showing that the incident was forseeable.

Specifically mentions retail environments.

norseal.co.uk/blog/preventing-trapped-fingers-with-norsound-finger-protection

Pentapus · 27/04/2017 21:55

I am sure there are others. That's just a quick google.

C4Envelope · 27/04/2017 22:02

Fire doors in my work have hinge covers.. could be easily remedied

SalemSaberhagen · 27/04/2017 22:04

user why would you be so unnecessarily nasty? If this had happened to my DD and someone bluntly told me it was my fault I would be so upset. You aren't just words on a screen. You are talking to a real person. You should be ashamed.

for you OP. It isn't your fault. Accidents happen.

melj1213 · 27/04/2017 22:29

If it was me, before I wrote a letter, I'd be going into the centre to speak to the manager. In the supermarket I work in we have specific procedures/paperwork that has to be filled in as part of any incidents. At the very least someone would have taken your name/contact details so we could get back to you after you had got your DD assessed at A&E, but the manager would be the one dealing with it with Head Office.

Before you write to head office I'd go into the centre and either ask about the incident report/paperwork or how to get it reported ... if they won't/don't deal with it then I'd write a factual letter to Head Office.

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