Complaints Procedure for Friel’s Bar & Restaurant


What is a complaint?

A complaint according to Friel’s Bar & Restaurant is defined as:

“a statement that a service provided by Friel’s Bar & Restaurant is unsatisfactory or unacceptable”.


How to complain

If you are dissatisfied with any aspect of the service you receive from Friel’s Bar & Restaurant please get in touch with us.  Equally, if you have a suggestion to make, or are pleased with our services we would like to hear from you.  You can make your complaint via email, telephone, or in writing, whatever form is most convenient to you. Please provide as much detail as possible as to the exact nature of your complaint and what action you expect to be taken to remedy the matter.  Our contact details are below.


What will happen when you complain?

Your complaint(s) and comments will then be recorded on a standard form by Friel’s Bar & Restaurant.  All correspondence and supporting information you supply and this form is a permanent record of your concerns and will also detail how the matter has been resolved.

Complaints, where reasonable possible, will be responded to within seven working days.  When a matter is very complex and a full response cannot be given in 7 working days, you will be informed of the progress made with your complaint.


Who will deal with your complaint?

Complaints should be dealt with immediately by the member of staff who receives it, where possible.  If the complaint cannot be dealt with by the person receiving the call, or letter, then the details will be passed directly to the appropriate staff member for action.  In their absence, it will automatically be directed to the relevant senior member of staff.  The owner, Dermot Friel, accepts full responsibility for effective complaint handling.


What you can expect from Friel’s Bar & Restaurant in terms of redress

Friel’s Bar & Restaurant will seek to restore, as far as possible, the relationship between you and Friel’s Bar & Restaurant in dealing with your complaint.

When trying to reach a solution, we will also consider the action you would like to see taken.


Friel’s Bar & Restaurant aims in dealing with you complaint are to:

  • Make it easy for you to voice your concerns;
  • Handle your complaint quickly and without undue fuss or bureaucracy;
  • Maintain confidentiality;
  • Be fair and objective; and
  • Inform you of the outcome.


Monitoring the effectiveness of complaints

All complaints and comments received on its services, and the subsequent action are systematically recorded by Friel’s Bar & Restaurant.  All complaints are monitored including, their nature and the speed with which they are dealt.


How to lodge a Complaint

If you wish to lodge a complaint or can:

Write or Email the Owner, Dermot Friel at:

2–4 Kilrea Road, Swatragh, Maghera, BT46 5LE

Tel: 028 7940 1206


Please enclose the following information as this will help us to respond fully to your complaint and advise you of the action taken to resolve it:

  • Your name
  • Your address and postcode
  • Your phone number


How Friel’s Bar & Restaurant uses complaints

Friels Bar & Restaurant analyse and monitor all complaints in order look for problem areas and identify solutions to minimise the number of complaints.  We record and all complaints we receive and take action to provide a better quality of service.  We encourage to express your ideas on how we may improve that service.