The Fig Tree, Uxbridge

I recently visited this pub and found the staff including management and bouncers to be rude and unhelpful. After pointing out on the 19th Dec 2004 that there was broken glass on the floor due to a member of staff lifting the hatch and knocking numerous glasses to the floor causing them to break i was told that a member of staff had gone downstairs to get a dustpan and brush. When i said that considering the nature of this business i was surprised that the suitable appliances were not available in the immediate vicinity the person who claimed to be the manager said that somebody was getting the appropriate tools for the job in hand. I admit that i had sworn once to the person concerned and apologised for this and would not do this again which i did not, however i was threatened with my removal from the premises ( the old bill) in this instance. I then said that i was satisfied with the action that was apparently being taken but as 5 minutes had already passed and 3 members of staff had already walked past the site in question including the member of staff at fault, i said that if no action was taken in the next 5 mins i would complain again. The so called manager told me that if i looked around the pub i would find broken glass in other areas, i pointed out that this was a breach of health and safety particularly in a public area and was met with a very icy and negligent response. I then returned to my friends and drink only to be told by the manager concerned that it was time to drink up and leave, as it was only 5 past 12 and the bar shut at 12, i pointed out that normally customers are allowed 20 mins drinking up time and that when other customers were told the same i would follow as i felt i was being singled out. My friends also pointed this out to the manager in question, and were met with the same hostile response that i received previously. About 1 minute later we were all approached by 4 bouncers and asked to leave, as there was only 4 of us in our group and myself being a 4'11" woman, i thought this was rather unnecessary but i understand the bouncers were only adhering to what they had been told i do not hold them responsible for their unnecessary actions as myself and my friends had not become hostile and violent although we had good reason to be very angry and humiliated. I myself, spoke to one of the bouncers who pointed out that the management had the right to eject anyone from the pub they thought were a threat although i explained the situation and that i recently had been on a course for discrimination and victimisation which this was may i hasten to add, i also work in a customer service related atmosphere and have also worked in the licensing trade for a number of years in various areas. I am appalled at the treatment i received from the management in this pub although it has nothing special to offer, and having already made a registered complaint to the local police, i will also be making a complaint and expecting a follow up visit from the health and safety department as i feel that the response i received from the management from this pub was not only disgusting but also violated my personal safety and that of every other person present on the night/morning of 18th/19th December 2004. As i do not go out very often and was only out because my brother-in-law was over from the States for Christmas, I was very disappointed that this incident had marred what was an enjoyable evening. I do hope that my vigilance would have served as only good but obviously i was seen as nothing but an inconvenience and a nuisance even though had someone injured themselves due to this negligence, it would have cost this pub far much more in compensation. I hope if nothing else this will serve as a lesson to those concerned in future and perhaps the pub/brewery concerned will actually send all their staff for retraining in customer service and health and safety so this lack of commitment does not happen in future.

19 Dec 2004 01:41