Last updated: 1st October 2023

We are committed to providing a high-quality food service and customer care. When something goes wrong, we need you to tell us about it so we can try to resolve any problems.

If at any point you become unhappy with the service we provide to you, or you have concerns about your food, then you should inform us immediately so that we can do our best to resolve the problem for you and improve our standards.

We will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

If you remain dissatisfied with any aspect of our service, even after speaking with a member of staff or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to the Manager with the full details.

Email us at [email protected]

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will normally involve passing your complaint to the Manager and Director, who will review your complaint and speak to the member of staff who acted for you.
3. You will then be invited to a telephone or in-person meeting to discuss and hopefully resolve your complaint. This will be done within 14 days of sending you an acknowledgment letter.
4. Within 3 days of the meeting, we will write to you to confirm what took place and any solutions that has been agreed with you.
5. If you do not want a meeting or it is not possible, we will send you a detailed written reply to your complaint, including suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. If you consider taking legal action against us, we confirm we have Professional Indemnity Insurance to meet any relevant claims.