Dining - Misled over price
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You should only have to pay the price listed on the menu and any other listed charges, such as service charges. If the restaurant tries to charge you more than the advertised amount (or if they have no prices listed at all) they may have committed a criminal offence. In the case that no prices are displayed, you only have to pay a reasonable amount for your meal. First raise the issue with your waiter/waitress. If you aren't satisfied with the waiter/waitress's response, then raise the issue with the Manager to explain that you expected a discount.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.
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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