For our English unit we wrote letters of complaint on behalf of Mrs Wenden and we're celebrating that we got results for her. Our letters we outstanding and we showed off all the grammar that we've learnt during the year. A copy of the letter, written by a member of Kites class, which was sent is below. And so a copy of the response from the CEO of the company.

 

I am writing on behalf of my teacher, Mrs S. Wenden, to bring her unacceptable dining experience to your attention. On Tuesday 17th March 2026, she, with five other guests, dined at the ******* , Peterborough. The experience, which should have been lovely, was horrific.

Whilst I can accept that accidents happen, she has a tray of three drinks poured all over her on arrival and she was drenched. You may think this was just a little spill but even her underwear was soaked. This situation has caused significant distress and meant having to leave the restaurant to get a change of clothes.

In addition to this, the waiter, who served the table for the evening was unprofessional. He pointed at them to receive their orders rather than speaking to them. After leaving them with the dessert menus for half an hour he came back and said, “Oh I forgot you were here.” She felt that this level of service was outrageous and not what she would have expected from one of your restaurants.

They had been sitting with their dessert menus for over thirty minutes, which I mentioned previously. In this extended period, they each chose a delicious sounding dessert only to be disappointed again. They received the disappointment of the selection being largely out of stock. She was completely upset.

When the bill arrived, there was no compensation for this experience. After complaint they only got the drinks taken off the bill. I expect a prompt response on her behalf and full compensation for this experience.

 

Response:

 

Thank you for your communication regarding your recent experience.  Also thank you for your patience, allowing us time to look into this matter for you.

As the Holding Area Manager in charge of the pub, I wanted to write to you personally today.

I would firstly like to offer my personal apologies for any disappointment or distress caused to you. May I assure you that your experience does not reflect the normal high standards of quality, hospitality, and attention to detail that we set ourselves here.

Having spoken with the General Manager and reviewed the events of the evening, including speaking with the rest of the Team and reviewing CCTV footage, it is clear that we fell well below our usual standards of service on this occasion.

I am extremely sorry that drinks were spilled over you on arrival. While accidents can happen, I fully appreciate how upsetting and uncomfortable this must have been. This alone is unacceptable and not the welcome any guest should receive.

I am equally disappointed to learn of the poor standard of service you encountered throughout the remainder of your visit. I would like to assure you that the importance of accommodating and supporting our guests has since been reinforced with the Team to ensure the high standards of service we expect are consistently delivered.

I would like to provide you with a full refund.

Once again, I would like to apologise and assure you that we will and have taken necessary steps so stop this sort of situation arising again. I would like to thank you for your feedback and taking the time to contact us.