Ramsay's Kitchen Nightmares How to complain in a restaurant and get results

Date Published:

30/10/2007

Complaining in a restaurant can be a daunting prospect. But help is at hand. Here is our guide to dealing with your very own kitchen nightmare.

Service issues

If the service is appalling, it's probably worth going straight to the manager. The trick here is to be as factual as possible. There's no point saying that you were convinced that the waiter took an irrational dislike to you, or that you didn't like the way that he acted, without solid proof. Just state, as straightforwardly as possible, the flaws with the service; for example, if it was too hurried or too slow.

When dealing with the manager, be polite, conciliatory and firm. State precisely what the problem was with your meal, and precisely what you like done about it. You are not going to be given a full refund of the bill because you had a starter you disliked; on the other hand, a decent restaurant will apologise immediately, offer a partial discount on the bill and more often than not a complimentary drink or dessert.

Taking it further

If the matter is not handled to your satisfaction, at the very least, you shouldn't tip; if service is automatically charged, make a point of asking for it to be removed, and explain why if necessary. In more serious cases, such as gross negligence, it's best to take a note of the manager's name, register a complaint and then discuss it further the next day when they are likely to be less busy and more able to focus their full attention on your problem.

Remember that you will not be the first or last person to complain, and that every restaurant, from those with three Michelin stars to the humblest neighbourhood eatery, is going to make occasional mistakes. If it's any good, it will welcome customer feedback, as ultimately no restaurant can survive without its clientele. However, if you don't get any joy from this, the best bet is either to contact the Consumer's Association (020 7830 6000, www.which.net or the Citizens Advice Bureau at www.nacab.org.uk, both of which will be able to advise you the best way of obtaining reparations as quickly and effectively as possible.