Pubs unsure of legal rights over customer complaints

Pubs and other hospitality businesses are unsure of their rights when dealing with awkward or disgruntled customer says new research from purchasing consortium Beacon.

Almost half (43 per cent) of those surveyed think the level of complaints is increasing, showing that the British consumer is becoming less afraid of making a scene.

One in 10 (12 per cent) of businesses say customers refuse to pay for food, drinks or accommodation if they are unhappy.

Almost one third (32 per cent) of businesses are unsure where they stand in terms of the law if someone refuses to pay.

Beacon advises this is a civil matter not a criminal offence, so calling the police should not be our first step.

Managers should take down the names and addresses of any complainants and fill in a small claims track form to claim the money back.

However, despite customers becoming more vocal, around two thirds (65 per cent) of businesses surveyed believe that standards of service in the industry are actually getting better.

Diane Webster, head of sales and marketing at Beacon, said: "The perception of the British shying away from making a scene and accepting poor standards of service seems to be changing.

"However, as the general consensus is that standards are rising, the hospitality industry should be careful to differentiate between genuine complaints, and dishonest claims.

"It is essential that business-owners and managers know where they stand and what their rights are, in the same way that customers are beginning to."