Dining - Kitchen dirty
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You are entitled to expect that the restaurant and kitchen is safe, clean and of an acceptable standard as part of your contract with the restaurant. Having to eat food prepared in unclean surroundings is totally unacceptable and often leads to extra expenses being incurred if you feel forced to eat elsewhere. You should report your concerns to the restaurant manager as soon as possible.
If you are not satisfied with their response, tell them you will take the matter further and claim compensation. With that in mind, do take photographs, video footage and keep a record of times and dates of action taken. You should keep receipts of any reasonable ‘out-of-pocket’ expenses you wish to claim back. You could also refer the matter to your local food standards department of your local council.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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