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Customer Safe scheme

Eat and Drink Safe logos

Eat and Drink Safe logos

We have all experienced a time when out shopping, buying a takeaway, eating or drinking out that we want to praise the business or express our dissatisfaction or concerns about something we have seen.

Sometimes it’s not easy to know who to contact or how to submit a report. If it’s left until the day after, then we are less likely to report our concerns or praise the business.

The Customer Safe scheme provides a quick and simple way to leave feedback.

What is the scheme?

The project is a customer assurance scheme for a range of different business types such as takeaway food businesses, restaurants, retails shops, bars and pubs.

The scheme invites customers to provide general feedback – good or bad – based on their experience.

How does it work?

Participating businesses will display a poster in the window and a QR code that consumers can scan to be taken to a brief survey. This will include the opportunity to provide comments and feedback, both positive and negative, from their shopping/customer experience.

What makes this different to other customer assurance schemes?

The results of the survey will not automatically be made public and will not be passed onto the business operator until they have been reviewed and verified. Lancaster City Council will manage all survey returns so there is no danger the information will be misused or misrepresented.

This is good for the business because it removes the risk of vexatious or bogus negative reports unfairly tarnishing the company and it’s good for the customer because it avoids the risk of false positive reports from being created by the business.

What happens to the customer survey reports?

Positive comments will be recorded and passed to the business operator directly by the council’s public protection team but only when we are satisfied the report is genuine.  Negative comments or complaints will be passed to the Public Protection team for consideration before passing back to the business operator – this is to allow time for the team to determine an appropriate response to the issue raised.

What should I look out for?

The Lancaster City Council Customer Safe scheme will be promoted under a number of different banners following a similar theme. The first two will cover pubs/bars (Drink Safe) and food/catering businesses (Eat Safe).

Which businesses have signed up?

I’m a business, how can I join?

Great, we want you on board! Joining is very simple, just email environmentalhealth@lancaster.gov.uk

Last updated: 14 June 2022

Lancaster City Council logogram

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