Doing the Right Thing Isn’t Enough. You Need to Prove It.

Why every caterer should review their paperwork before the summer season gets into full swing.

June is a busy month for caterers. The weather improves, events start filling the diary, and suddenly you’re spending more time behind a counter than a desk.  Staff are being briefed, vans are being loaded, stock is being ordered, and most traders are focused on doing the right things.

But here’s a question worth asking:

Could you prove it?

Because when a complaint, claim or inspection arrives, it’s often not about what happened. It’s about what you can prove happened.

The difference between doing it and proving it

Let’s say a customer tells you they have an allergy – Your staff member listens carefully, explains the menu, and serves a suitable meal. Great, Job Done!  Three months later, a complaint arrives alleging that no allergy discussion ever took place. Can you prove otherwise?

Or consider this – A customer trips near your pitch and claims there was a hazard. You remember the area being clear, but did anyone take photographs? Was an accident form completed? Were witness details recorded?

Or perhaps this – A customer complains about a booking, claiming they weren’t told about your cancellation policy.  You know you sent the terms, but can you show/provide evidence of when they received them and what version applied at the time?

Memories fade surprisingly quickly. Paperwork doesn’t.

Why does this matter?

Many caterers assume that if they’ve done nothing wrong, they’ll be fine.  Unfortunately, it doesn’t always work like that.

If an Environmental Health Officer visits, a customer makes a complaint, or your insurer asks questions following an incident, you’ll often be asked for evidence.  Not because anyone thinks you’ve done something wrong, but because that’s how investigations work.

Being able to produce the right records quickly can make the difference between a straightforward conversation and a stressful one.

The records every caterer should have

We’ve seen businesses struggle because important information wasn’t documented, records weren’t kept up to date, or paperwork couldn’t be found when it was needed.  That doesn’t necessarily mean the trader did anything wrong. More often than not, they were busy running the business and assumed they’d remember the details later.  Unfortunately, that can come back to bite when questions are asked months down the line.

🤦‍♀️ Staff training wasn’t documented.

🤦‍♀️ Accident reports weren’t completed.

🤦‍♀️ Witness statements weren’t taken.

🤦‍♀️ Risk assessments couldn’t be located.

🤦‍♀️ Customer complaints weren’t responded to in writing.

🤦‍♀️ Allergy discussions were never recorded.

In each case, the trader believed they had done the right thing – the problem was proving it.

Small habits that can protect your business

You don’t need complicated systems or endless paperwork.  But a few simple habits can make a huge difference:

✅ Complete accident forms on the day.

✅ Take photographs if an incident occurs.

✅ Ask staff to provide a short statement while events are still fresh in their minds.

✅ Keep training records up to date.

✅ Store risk assessments, certificates and insurance documents somewhere accessible.

✅ Respond to complaints in writing and keep copies.

None of these takes long to do at the time. Trying to recreate them six months later is a different story altogether.  The longer you leave it, the harder it becomes to remember what actually happened.

Summer is the perfect time to check

Before the season gets into full swing, spend an hour reviewing your records.

Ask yourself:

• Could I find my latest risk assessment?
• Do my staff know where accident forms are kept?
• Do I have copies of my insurance and certificates?
• Do I have a process for dealing with complaints?

If the answer is “not really”, now is the time to fix it. Because when a complaint arrives six months later, nobody remembers exactly what happened. The business with the paperwork usually sleeps much better.

Not sure where to start?

That’s where we can help.  We regularly help catering businesses review their paperwork, strengthen their customer documentation, draft disclaimers and customer notices, review terms and conditions, review risk assessments, and put practical systems in place that stand up when questions are asked.

We’re offering NCASS members a free 30-minute legal telephone consultation to help identify gaps in their paperwork and compliance processes.

Support available:

• Document reviews from £75
• Disclaimers from £75
• Ongoing legal support from £495 a month
• PAYG package – £595 for 3 hours of banked legal advice over a period of 6 months.  No question is too small if it helps you avoid a bigger problem later.

Get in touch and let’s make sure you’re ready before you need to be.

Because the best evidence is gathered before you need it.

📨 [email protected]

Or call your nearest office:

☎ 0118 321 4188 (Berkshire & Home Counties)

☎ 01260 212414 (Cheshire & Northwest)

☎ 01843 808021(Kent & Southeast)