Complaints Policy

Complaints, Compliments & Feedback Handling Policy

Section 1Purpose of This Policy

Somerset Sizzlers Ltd is committed to delivering high-quality food, reliable service and a positive experience at every event. Feedback from customers helps us recognise areas of success and identify opportunities for improvement.

This policy should be read alongside Somerset Sizzlers Ltd’s Booking Terms & Conditions and Privacy Policy.

This policy sets out how we manage, respond to and learn from:

• Complaints
• Compliments
• General feedback and suggestions

It ensures that all feedback is handled consistently, fairly and in accordance with UK GDPR and good practice guidelines.

Somerset Sizzlers Ltd recognises that on occasion things may not go as planned, and we are committed to resolving any issues fairly, promptly and with a focus on learning and improving our service.

Section 2Scope of This Policy

This policy applies to:

• All customers and event organisers using Somerset Sizzlers Ltd services
• Any individual providing feedback through forms, email, social media, or verbal communication
• All staff members responsible for handling or responding to feedback

This policy does not apply to internal staff performance concerns, which are managed separately.

Section 3How We Receive Feedback

Feedback may be received through:

• The Somerset Sizzlers Compliments & Complaints Form
• Email communication
• Written letters
• Verbal comments at events
• Social media messages or reviews
• Telephone conversations

All complaints received verbally must be documented by the staff member and referred to management for review.

Complaints, Compliments & Feedback Handling Policy

These may still be reviewed as part of our service improvement process, but they will not enter the formal complaints procedure unless the customer requests it.

3.1 What Is Not Considered a Complaint

The following are not treated as formal complaints:

• General feedback or suggestions for improvement
• Requests for information or clarification
• Issues outside Somerset Sizzlers Ltd’s control (e.g., venue restrictions, third-party suppliers)
• Dissatisfaction arising from circumstances previously explained to the client and accepted through

contract or booking terms

• Anonymous comments lacking sufficient detail for investigation

Anonymous feedback will be reviewed for service improvement, but where no contact details are provided, we may be unable to investigate or respond fully.

3.2 Time Limit for Submitting Complaints

To ensure complaints can be properly investigated, we ask that concerns are raised:

• Within 14 days of the event for minor service issues
• Within 48 hours for food safety, allergen or health and safety concerns

Requests made outside these timeframes may still be reviewed; however, the ability to investigate fully may be limited.

Section 4Compliments Handling Process

Somerset Sizzlers Ltd welcomes all positive feedback acknowledging our food quality, customer service, staff professionalism or event experience.

When a compliment is received:

1. It will be recorded internally for quality monitoring.

2. Staff involved may be informed or acknowledged where appropriate.

3. The compliment may be used in staff meetings or internal training to reinforce good practice.

4.1 Using Compliments for Marketing (Testimonials)

We may request consent to use positive feedback for promotional purposes, including:

• Website testimonials
• Social media posts
• Printed marketing materials
• Advertising campaigns

We will only publish a compliment if:

Complaints, Compliments & Feedback Handling Policy

• The customer hasprovided clear written consent, and
• They have chosen how their name should be displayed (full name, first name only, or

anonymous)

Consent may be withdrawn at any time by emailing: somersetsizzlers@outlook.com.

We will stop using the testimonial in future materials wherever reasonably possible.

Where appropriate, we may send a brief thank-you message to customers who provide positive feedback

4.2 Our Complaints Process (Step-by-Step)

Somerset Sizzlers Ltd handles all complaints fairly, consistently and in accordance with our customer service standards. When a complaint is received, the following process will be followed:

Step 1 – Acknowledgement

• We will acknowledge receipt of the complaint within 3 working days.
• If further information is required, we may contact the customer for clarification.

Step 2 – Review and Investigation

• The complaint will be reviewed by an authorised representative.
• All relevant information will be considered, including staff accounts, event records, timings and any

supporting evidence provided.

• The investigation will be carried out impartially and respectfully.

Step 3 – Response

• We aim to provide a full written response within 10 working days.
• If more time is required due to the complexity of the matter, we will notify the customer and provide an

expected timeframe.

Step 4 – Resolution

• Where appropriate, we may offer an explanation, apology, corrective action or alternative solution.
• Any agreed resolution will be confirmed in writing.

Step 5 – Record Keeping

• All complaints are logged internally for quality monitoring and service improvement.
• Complaint records are retained in line with Somerset Sizzlers Ltd’s Privacy Policy and legal obligations.

4.3 How We Prioritise Complaints

Complaints are assessed upon receipt to determine urgency and potential impact. Priority may be increased where the issue involves:

• Food safety or allergen concerns
• Health and safety risks
• Customer vulnerability
• Repeated or escalating issues
• Events where future bookings may be affected

This helps us ensure that matters with the greatest potential risk are addressed promptly and appropriately.

Complaints, Compliments & Feedback Handling Policy

Food safety or allergen-related complaints will be escalated immediately and investigated as a priority due to their potential risk to health.

4.4 Fair Investigation & Respectful Communication

Somerset Sizzlers Ltd is committed to handling all complaints professionally and respectfully. To support a fair and transparent process:

• Investigations will remain impartial and based on evidence.
• Staff will be treated with respect throughout the process.
• We will not tolerate abusive, threatening or discriminatory behaviour towards staff.

If communication becomes aggressive or unsafe, we may: pause the investigation, request written communication only, or withdraw further engagement where necessary for staff safety.

Our aim is always to resolve concerns constructively while safeguarding the wellbeing of all involved.

All responses to complaints will be communicated in a respectful, clear and solution-focused manner, ensuring customers feel heard and supported throughout the process.

4.5 Supporting Evidence

Customers may provide supporting information to help us review their complaint effectively. This may include:

• Booking confirmations or written communication
• Photographs or videos
• Screenshots of messages
• Statements describing what was observed
• Names of witnesses (if relevant)

Providing evidence is optional, but it may help us reach a clearer and faster understanding of the issue.

Section 5General Feedback & Suggestions

General feedback is valuable for shaping future decisions and improving customer experience.

When general feedback is received:

• It will be logged and reviewed by management
• Suggestions will be considered during service planning and menu development
• Where appropriate, the customer may be contacted for clarification or further insight

Feedback does not require a formal response unless the customer requests one.

Section 6Complaints Handling Procedure

Somerset Sizzlers Ltd takes all complaints seriously and aims to resolve concerns promptly, fairly and transparently.

6.1 Making a Complaint

Complaints, Compliments & Feedback Handling Policy

Customers may submit complaints through:

• The Compliments & Complaints Form
• Email
• Written letter
• Telephone (followed by written confirmation if needed)
• Social media messages (redirected to our formal process)

To investigate properly, complaints should include:

• Details of what happened
• Date, time and location
• Any staff involved (if known)
• How the issue affected your experience
• Preferred outcome (optional)

6.2 Acknowledgement of Complaints

If a customer requests a response, we aim to:

• Acknowledge receipt within 3 working days
• Provide a full response within 10 working days

If more time is required due to the complexity of the issue:

• The customer will be informed
• An estimated timescale will be provided

6.3 Investigation Process

Complaint investigations may include:

• Reviewing event records, booking forms or service logs
• Speaking with staff members involved
• Reviewing photographs, communications or social media correspondence
• Identifying any service failures or procedural issues

6.4 Outcomes of Complaints

Where a complaint is upheld, outcomes may include:

• A written apology
• Explanation of what went wrong
• Corrective action (e.g., staff training, process change)
• A goodwill gesture (where appropriate)

Where a complaint is not upheld, the customer will receive a clear explanation of how the conclusion was reached.

Providing an apology or explanation does not constitute an admission of liability. It is part of our commitment to transparency and customer care.

6.5 Escalation

Complaints, Compliments & Feedback Handling Policy

If a customer is dissatisfied with the outcome, the complaint may be escalated to a senior manager for a secondary review.

6.6 Vexatious or Unreasonable Complaints

Somerset Sizzlers Ltd is committed to treating all customers with respect and handling complaints fairly.

However, we reserve the right to limit or withdraw further engagement where a complaint becomes unreasonable.

A complaint may be considered vexatious if the customer:

• Repeatedly raises the same issue after it has been addressed
• Uses threatening, abusive or discriminatory language
• Makes accusations without evidence or refuses to provide information needed for investigation
• Attempts to intimidate staff or damage the reputation of Somerset Sizzlers Ltd unfairly

Where this occurs, we may:

• Request written communication only
• Limit the scope of the investigation
• Close the complaint where further progress is not possible
• Take steps to protect staff wellbeing if required

This does not affect the customer’s right to raise genuine concerns.

Requests for refunds, discounts or compensation will only be considered where evidence demonstrates that the service provided did not meet the standards agreed in the booking terms. Compensation will not be granted in circumstances unrelated to service delivery.

6.7 Safeguarding and Vulnerable Individuals

If a complaint involves a child, young person or vulnerable adult, Somerset Sizzlers Ltd will handle the concern with additional care and may take further steps where safety is at risk.

Where necessary, we may:

• Seek additional information to ensure the individual’s wellbeing
• Follow relevant safeguarding guidance
• Inform appropriate authorities if there is a risk of harm or a legal requirement to do so

This ensures safety-related matters are prioritised appropriately.

Section 7Confidentiality & Data Protection

All information provided in complaints or feedback will be handled in accordance with:

• UK GDPR
• The Data Protection Act 2018
• Somerset Sizzlers Ltd’s Privacy Policy

This means:

• Personal data is stored securely
• Only authorised staff will access the information

Complaints, Compliments & Feedback Handling Policy

• Details will not be shared with third parties unless legally required
• Data will be retained only for as long as necessary for investigation and record-keeping

Staff statements provided during complaint investigations will be treated confidentially and used only for the purpose of reviewing the complaint or improving internal processes. Staff identities will not be disclosed unnecessarily.

Section 8Record Keeping

To ensure transparency and ongoing improvement, Somerset Sizzlers Ltd will maintain secure internal records of:

• All complaints received
• Key findings from investigations
• Actions taken or improvements implemented
• Customer compliments and testimonials (if consent is granted)

Records will be retained in line with our Data Protection Policy and legal obligations.

Complaint records are generally retained for up to 3 years, unless linked to an ongoing legal, insurance or safeguarding matter requiring a longer retention period.

Section 9Continuous Improvement

Feedback and complaint analysis will be used to:

• Identify recurring themes
• Improve service quality
• Develop staff training
• Evaluate customer satisfaction
• Update policies and procedures

Periodic reviews of feedback trends help ensure Somerset Sizzlers Ltd continues to offer a high standard of service.

Where a complaint identifies a failure in our process, Somerset Sizzlers Ltd will take steps to prevent recurrence.

Section 10Policy Review

This policy will be reviewed annually or sooner if:

• Legislation changes
• Service processes change
• Trends in feedback require procedural updates

Complaints, Compliments & Feedback Handling Policy

10.1 Accessibility of This Policy

A copy of this policy is available on request and may also be provided in alternative formats where required to support accessibility needs.

Customers may ask for clarification on any part of this policy by contacting Somerset Sizzlers Ltd.

This policy is informed by general hospitality and catering industry standards and reflects Somerset Sizzlers

Ltd’s commitment to maintaining good practice in customer care.

Section 11Staff Responsibilities & Training

All Somerset Sizzlers Ltd staff involved in handling complaints or feedback will receive appropriate guidance and training to ensure:

• Complaints are managed consistently and respectfully
• Customers are treated fairly
• Investigations follow the procedures outlined in this policy
• Sensitive information is handled in line with UK GDPR and company policies

Staff are expected to report all complaints promptly and cooperate fully during investigations.

Section 12Contact Details

For all compliments, complaints or feedback enquiries, customers can contact:

Email: somersetsizzlers@outlook.com

Privacy, Data Protection & Confidentiality Statement