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.
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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
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
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
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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