The Church Inn, Llanishen

Jayne Chivers
Llanishen
Cardiff
Mitchells & Butlers plc
27 Fleet Street
Birmingham
B3 1JP
UK

17th January 2010

To whom it may concern,

Re: Formal Complaint regarding recent visits to the Church Inn, Llanishen, Cardiff - on the 24.12.09 and 16.01.10.

I wish to register a formal complaint and note of concern about the recent behaviour of the Landlady Mrs Elizabeth Webber.

On the above date I, along with my partner and his family purchased a �2.00 ticket for the Christmas Eve event, something I have done for at least the last 4 years.

The evening was proceeding in a fairly uneventful manner when between (approx) 8.30 -9.00pm Mrs Webber used the pubs microphone/tannoy equipment to announce to everyone present that "if they were unhappy with the length of time it was taking them to get served they should complain to the brewery, as it was their fault they would not allow her to have any more staff on duty" - everyone present just looked at each other and a few people commented that 'they thought it rather uprofessional'. That moment passed and we continued to chat as normal.

A short while later, I offered to purchase the next round of drinks for myself, my partner and his brother - I took my place at the bar which was very busy - and I appreciated that it may take sometime for me to be served. After waiting (approx) 20 minutes I called to Mrs Webber who had finished serving the customers at the Snug Bar (approx 4-6 people) and enquired if she could serve myself or some of the other customers on the main bar (approx 10-14) as we had all been waiting. Her reply to me was 'screamed in my face' - "Do you think I want to be working behind this bar, I would rather be over that side enjoying myself like you - if you want to complain write to the brewery". She then turned around and went back to the Snug end of the bar and continued serving customers immediately, as they walked up. After waiting another (approx) 5 - 10 minutes and when the Snug Bar had cleared, I again asked Mrs Webber if she could help out the other younger member of staff who was clearly under pressure at my end of the Main Bar. Her reply was again 'screamed in my face' - "If you think its easy or you can do a better job then get around this side of the bar".

After waiting (approx) 30 minutes to be served, (and being the only female customer at the bar), it was at this point that I felt I had been so verbally abused and deliberately ignored that I decided to leave the premises - as the mood of my evening had been completely ruined!

I collected my coat and "tried to leave the premises" (see next paragraph) - I was angry at my treatment and I did use a swear word to express my annoyance at what I felt was Mrs Webber's deliberate effort to make a point about the lack of staff - (the brewery's problem) - when in actually fact it appeared to me to be a lack of team work and support on her part for the junior members of staff struggling to man much larger bars. I admit that I do not have any experience of pub work - and would not know what the protocols are in such cirmcustances.

It has always been known that on Christmas Eve and New Years Eve - the front main doors/fire exits are locked inorder to restrict entry to the "ticket only" event. However, on this occassion as I tried to leave via the rear doors/fire exits it transpired that they were also locked - as Mr Webber (doorman) had gone for a toilet break. I attempted to unbolt them and leave, as by now I was extremely upset. In the end I had to stand and wait a few minutes, alongside several other customers who wished to leave or go outside to smoke.

I have been an Area Manager for 14 Charity shops and I understand only too well the serious Health and Safety implications of locked or blocked fire exits.

I do believe that Mrs Webber is on the verge of a nervous breakdown - (as I recognise the symtoms - uncharacteristic outburts, etc) - but that does not give her the right to publically abuse her customers. I believe she should have been addressing this staffing situation with the brewery representative not taking out her frustrations on myself and other customers.

I had been willing to put this incident behind me, i.e. Not make a formal complaint and just put it down to the stress of the season. However, my hand has been forced by Mrs Webber's decision to 'Not serve me' last night (16.1.10 - my first visit since 24.12.09). Indeed she did this very indiscreetly infront of a full bar of people addressing her comments to my partner as if I was not there - Saying " I am not going to serve Jayne, after her perfomance on Christmas Eve". I replied to her as she walked away with her back towards me "that I had simply been enquiring if I could be served and that if anything it was her that owed me an apology for the way she had spoken to me". She did not reply. I left the premises having been further publically embarrassed and my reputation tarnished. Llanishen is a very small village and other customers gave me knowing looks as if they had known what was coming before I did.

I appreciate that you will need to speak to Mrs Webber and gather information from her but I would appreciate an acknowledgement of this complaint at your earliest convenience and a personal apology from Mrs Webber, unless of course you agree with her actions.

Yours faithfully,

Jayne Chivers (Mrs)

15 Nov 2010 06:09