Introduction

At Cafe @ Highgate we are committed to providing high-quality food and service to all our customers. However, we understand that there may be occasions where our service may not meet your expectations. This policy outlines how we will handle complaints to ensure your satisfaction.

Aim

Our aim is to resolve any complaints quickly, fairly, and amicably, to ensure your satisfaction and continuous improvement of our services.

How to Make a Complaint

Complaints can be made in person to any member of our staff, by phone at 07766317676, by email at [email protected], or in writing to Unit 1D Highgate, Over Road , Willingham, United Kingdom, CB24 5EU.

Receipt of Complaints

Upon receipt of a complaint, we will acknowledge it within 2-3 working days, providing the name and contact details of the person handling your complaint.

Investigation

We will conduct a thorough investigation to understand the nature of the complaint and how it occurred.

Response

We aim to resolve complaints within [e.g., 5 working days]. We will provide a full response explaining our findings and, where necessary, detailing the steps we will take to rectify the issue.