A complaints procedure and set of record forms for complaints, accidents, injuries and disorder, with a step-by-step allergic reaction emergency procedure and investigation record.
Hospitality & food
Customer Complaints and Incident Record
About this document
A complete system for dealing with customer complaints and recording incidents at a café, restaurant, pub, bar or takeaway – from a cold meal to a fall, an assault, a suspected food poisoning or a serious allergic reaction. Good records help you put things right, defend unfair claims, satisfy your insurer and show inspectors that you act on problems.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Hospitality & food
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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