catering services for House of Lords

stian alexander made this Freedom of Information request to House of Lords

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The request was successful.

stian alexander

Dear House of Lords,

Can you please let me have a copy of any log/comments book or
similar which allows customers and or staff/visitors to register
comments about food and drink they receive at any outlet (bars,
restaurants, shops catering services) in the House of Lords for
the most recent 12-month period.

Also, can you send me copies of any written complaints from
staff/customers about any aspect of the catering service or
hospitality on offer with any replies to these complaints
(including emails).

How many complaints did you receive in the most recent 12-month
period in relation to food and drink served in the House of Lords
dining facilities? Please provide copies of the letters of
complaint.

Additionally can you provide me with all details of complaints
about the food/restaurants/bars/catering services in the House of
Lords.

If the 12-month timescale would cost too much, can you please restrict search to last six months.

Yours faithfully,

Stian Alexander

HL FOI & Information Compliance, House of Lords

7 Attachments

Dear Mr Alexander,

 

I am writing in response to your request (copied below) to the House of
Lords Administration.

 

1.      Can you please let me have a copy of any log/comments book or
similar which allows customers and or staff/visitors to register comments
about food and drink they receive at any outlet (bars, restaurants, shops
catering services) in the House of Lords for the most recent 12-month
period.

 

The House of Lords Administration does not hold this information as we do
not maintain a log/comments book matching your description.

 

We have identified records of six complaints or expressions of
dissatisfaction regarding various aspects of catering, hospitality, food
and drink which fall within the scope of the remainder of your request
(parts 2, 3 and 4). Please note that there is some overlap between these
sections.

 

2.      Also, can you send me copies of any written complaints from
staff/customers about any aspect of the catering service or hospitality on
offer with any replies to these complaints (including emails).

 

The House of Lords Administration holds this information. We have noted
that this part of your request refers specifically to “written
complaints”, and have therefore not included records of any complaints or
expressions of dissatisfaction received via other media such as a verbal
conversation or telephone call in this section.

 

Please see the attached documents:

 

+ FOI 3067.1 - Complaint
+ FOI 3067.2 - Complaint
+ FOI 3067.3 - Complaint & Reply

 

3.      How many complaints did you receive in the most recent 12-month
period in relation to food and drink served in the House of Lords dining
facilities?

 

The House of Lords Administration holds this information. We have noted
that this part of your request refers specifically to complaints about
food and drink.

 

We hold a record of five complaints relating to food and drink that were
received within the requested timeframe.

 

Please provide copies of the letters of complaint.

 

Please see the first two documents listed under our response to Part 2
above. The other three complaints that relate to food and drink were not
made in writing, and we therefore do not hold the requested “copies of the
letters of complaint”.

 

4.      Additionally can you provide me with all details of complaints
about the food/restaurants/bars/catering services in the House of Lords.

 

The House of Lords Administration holds this information. Please note that
we consider that all of the documents listed under our response to Part 2
above fall within the scope of this part of your request.

 

In addition, please see the following documents:

 

+ FOI 3067.1 - Email exchange*
+ FOI 3067.4 - Email exchange
+ FOI 3067.5 - Email exchange
+ FOI 3067.6 - Reply

 

*This email exchange relates to the first complaint listed under our
response to Part 2 above (document title: FOI 3067.1 - Complaint).

 

As you will see, some information has been redacted from the attached
documents. The redacted information constitutes personal data within the
provisions of the General Data Protection Regulation (the “GDPR”),
supplemented by the Data Protection Act 2018 (“the DPA”). This data
relates to names and contact details of customers and junior catering
staff, and any other information that would enable identification of
individuals.

 

We consider that disclosure of this information would breach the first
data protection principle (i.e. that data “should be processed lawfully,
fairly and in a transparent manner in relation to the data subject”). We
consider that this information is exempt from disclosure under section
40(2) of the Freedom of Information Act 2000 (“the FOIA”).

 

You may, if dissatisfied with the treatment of your request, ask the House
of Lords to conduct an internal review. This should be addressed to
[1][email address] or to the Freedom of Information Officer, House
of Lords, London SW1A 0PW and explain clearly the nature of your complaint
in terms of compliance with the Freedom of Information Act 2000.
Arrangements will be made for someone who has not been involved in dealing
with your request to conduct an internal review within 20 working days.
You should note that we will not normally accept an application for
internal review if it is received more than two months after the date our
response was sent. Any such request received after this time will only be
considered in exceptional circumstances.

 

If, following this review, you remain dissatisfied with the House’s
treatment of your request for information you may then take your complaint
to the Information Commissioner at Wycliffe House, Water Lane, Wilmslow,
Cheshire, SK9 5AF.

 

Yours sincerely,

 

Kimberley Swift

Information Compliance Team

House of Lords

 

 

 

From: stian alexander
[[2]mailto:[FOI #494517 email]]
Sent: 28 June 2018 11:11
To: HL External Communications Office
Subject: Freedom of Information request - catering services for House of
Lords

 

Dear House of Lords,

Can you please let me have a copy of any log/comments book or
similar which allows customers and or staff/visitors to register
comments about food and drink they receive at any outlet (bars,
restaurants, shops catering services) in the House of Lords for
the most recent 12-month period.

Also, can you send me copies of any written complaints from
staff/customers about any aspect of the catering service or
hospitality on offer with any replies to these complaints
(including emails).

How many complaints did you receive in the most recent 12-month
period in relation to food and drink served in the House of Lords
dining facilities? Please provide copies of the letters of
complaint.

Additionally can you provide me with all details of complaints
about the food/restaurants/bars/catering services in the House of
Lords.

If the 12-month timescale would cost too much, can you please restrict
search to last six months.

Yours faithfully,

Stian Alexander

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