Restaurant Customer Complaint Response Letter

Restaurant Customer Complaint Response Letter Template for Hong Kong

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Key Requirements PROMPT example:

"I need to draft a Restaurant Customer Complaint Response Letter addressing a customer's complaint about food poisoning from January 15, 2025, including our investigation findings and offering compensation, while ensuring compliance with Hong Kong food safety regulations."

Document background

The Restaurant Customer Complaint Response Letter is a crucial document used in Hong Kong's food service industry to address and resolve customer grievances professionally and legally. This document is typically prepared when a formal complaint is received from a customer regarding food quality, service, hygiene, or other restaurant-related issues. It must comply with Hong Kong's consumer protection laws, including the Trade Descriptions Ordinance (Cap. 362) and Food Safety Ordinance (Cap. 612). The letter serves multiple purposes: acknowledging the customer's concerns, documenting the restaurant's investigation and findings, outlining corrective actions taken, and maintaining a formal record for potential legal or regulatory purposes. It should be drafted carefully to balance customer satisfaction with legal protection for the establishment.

Suggested Sections

1. Letter Header: Restaurant's letterhead including business name, address, and contact information

2. Date: Current date of the response letter

3. Customer Information: Customer's name and address/contact details

4. Reference Line: Reference to the original complaint (date and complaint number if applicable)

5. Acknowledgment: Opening paragraph acknowledging receipt of the complaint and expressing appreciation for feedback

6. Investigation Summary: Details of the investigation conducted and findings regarding the complaint

7. Resolution/Response: Clear explanation of how the issue has been or will be addressed

8. Closing: Professional closing with apology if warranted and commitment to customer satisfaction

9. Signature Block: Name, title, and signature of the responding manager or authorized person

Optional Sections

1. Compensation Offer: Details of any compensation, refund, or goodwill gesture being offered to the customer

2. Corrective Actions: Description of specific changes implemented to prevent similar issues in the future

3. Follow-up Invitation: Invitation for the customer to return to the restaurant with special arrangements

4. Legal Disclaimers: Required when the complaint involves potential legal issues or liability concerns

5. Quality Assurance Statement: Information about the restaurant's commitment to food safety and service standards

Suggested Schedules

1. Copy of Original Complaint: Attachment of the customer's original complaint for reference

2. Relevant Receipts/Documentation: Copies of bills, service records, or other relevant documentation

3. Compensation Voucher: If applicable, any vouchers or certificates for future visits

4. Investigation Report: Detailed findings from internal investigation (for serious complaints)

5. Food Safety Certificates: Copies of relevant health and safety certificates if complaint relates to food safety

Authors

Alex Denne

Head of Growth (Open Source Law) @ ��Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Food & Beverage

Hospitality

Restaurant Services

Catering

Food Service Management

Customer Service

Retail Food Service

Relevant Teams

Customer Service

Operations

Legal

Quality Assurance

Food Safety

Guest Relations

Management

Communications

Compliance

Relevant Roles

Restaurant Manager

Customer Service Manager

Food Safety Officer

Quality Assurance Manager

Operations Director

Guest Relations Manager

Restaurant Owner

General Manager

Customer Experience Director

Legal Compliance Officer

Food and Beverage Manager

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