Rodi is committed to providing every guest with a positive experience. Where something has not met your expectations, we want to be told about it so that we can put it right.
- 1Tell usDuring your visit, or using the form below
- 2We contact youWithin 2 working days
- 3Our full responseWithin 14 days
Reporting
If something does not seem right during your visit, please tell your server or the manager on duty straight away. Most issues can be resolved there and then, for example by replacing a dish or correcting the bill, and we would much rather put things right while you are still with us.
Paying your bill
Payment for all food, drinks and services ordered or served is due in full before you leave the premises.
Where a concern has not been resolved by the end of your visit, we ask that you settle your bill in full in the usual way. You may tell us that payment is being made under protest, and you may then submit a written complaint using the form below. This allows your complaint to be considered fully and fairly, rather than in a hurried discussion at the table, and helps to maintain a calm environment for all guests.
Any discount, refund or other gesture of goodwill is at the discretion of management and cannot be made a condition of payment. Nothing in this policy affects your statutory rights.
Failure to pay for food or drink that you knew was payable at the time may constitute a criminal offence.
If a bill is not settled, or a serious incident occurs, we will ask for your name and contact details, make a written record of the incident and retain any relevant evidence in accordance with data protection law. Where appropriate, the matter will be reported to the police as a potential criminal offence.
How to make a complaint
Please use the form below, which asks for all the information we need: the date and time of your visit, your booking reference (if you have one) and details of what happened. If you have photographs or a receipt, please reply to our acknowledgement email and attach them. If you are unable to use the form, you may write to us at 1 Church Street, Welwyn AL6 9LN.
What happens next
When you submit the form, we will email you straight away to confirm that we have received your complaint. A manager will contact you within 2 working days. Every complaint is investigated thoroughly, including speaking to the team on duty, and we aim to provide a full response within 14 days. Complaints concerning an allergy, or feeling unwell after eating, are reviewed on the same day.
Our commitment
All complaints are reviewed by management and are treated seriously, respectfully and consistently, irrespective of who raises them.
Thank you for helping us to continually improve.
Send us your complaint
The form takes about three minutes to complete. Fields marked optional may be left blank.
