Dining - Rude staff

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Restaurants should take customer service very seriously and strive to provide their customers with a pleasant dining experience. If you have encountered rude staff in a restaurant, you should firstly ask to speak to their supervisor or manager and ask them to address your concerns.

If you are unsatisfied with their response, Resolver recommends that you ask what the complaints procedure is and take a note of the offending member of staff’s name, as well as the manager’s. You will most likely need to write a formal complaint to the manager of the restaurant, detailing the incident, providing names and citing any evidence you have collected.

You should know

Always try to resolve your issue while you're still at the restaurant
Notices limiting the restaurant's liability must be prominently displayed
The food should be of a ‘satisfactory quality, fit for purpose, and as described’
Service must be carried out with ‘reasonable care and skill’ and ‘within a reasonable time’
Restaurants are only responsible for damage to personal items if it is due to negligence on the part of the restaurant

The Consumer Rights Act

The majority of your rights come from the Consumer Rights Act 2015. The Consumer Rights Act sets out what you should expect when you pay for a restaurant meal. It also outlines what you should expect when things aren't up to a reasonable standard.

ADR

Certified third-party mediators, called Alternative Dispute Resolution (ADR) providers, are available to all businesses to help when a dispute cannot be settled directly with the consumer. The system offers a quicker and cheaper way of resolving disputes than going via the courts. Once the internal complaint process is exhausted, businesses must give the consumer details of a certified ADR provider and tell the consumer if it is willing to use them. However, businesses do not have to use ADR unless they operate in a sector where existing legislation makes it mandatory, such as in financial services.

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