When Things Go Wrong: The Side of Independent Hospitality No One Talks About

The independent hospitality industry deserves to be celebrated; it may be comprised of long days, sweat and tears, but then the pride that comes from building something entirely your own is something inexplainable to those who don’t own a business. It really is a great sector to be a part of. There is, however, another side to it that doesn’t get nearly enough airtime. What happens when something goes wrong?

It happens. Not because you’re bad at what you do or because you don’t care. But because you’re working with people, expectations, and pressure, sometimes things don’t land the way everyone hoped. And when that happens, it rarely feels like a business problem. It feels personal.

A situation we see more than you’d think

One of our clients and an NCASS member came to us after receiving a formal complaint following an event they had catered. They had done what every good independent business owner does: put everything into the job. So when the complaint arrived, it hit hard.

They wanted to handle it properly, take it seriously, and respond in the right way. But they also needed to make sure they were protected.

This is what they said afterwards:

“Rachael came to my rescue when I received a formal complaint from a customer regarding issues with their wedding service from my business. I was feeling upset and disappointed by the outcome naturally, but wanted to make sure I managed the complaint efficiently and seriously, but wanted to ensure legally I was covered in my response.

With my NCASS membership I was introduced to McKenzie Legal and my first conversation with Rachael instantly put my mind at rest. Reassurance, kindness and understanding was exactly what was needed along with her legal advice of how to handle the whole situation.

As a result I also engaged her services to tighten up my terms and conditions to better protect my business. I’ve also advised Rachael, McKenzie Legal will be my legal team for any future issues. With them in my corner I feel at ease, although I hope not to need this kind of service too much! But now I feel ready.”

Why complaints catch independent caterers off guard

Most complaints in the catering world don’t come from genuinely bad service. They come from a gap between what a client expected and what was delivered, and more often than not, that gap exists because nothing was written down clearly enough at the start.

There are three areas where we see independent caterers most exposed.

The first is the scope of service. If your terms don’t clearly set out exactly what is and isn’t included, a client can argue almost anything after the fact. What happens if a guest count changes on the day? Who is responsible if the venue causes a delay? These aren’t hypotheticals. They come up regularly.

The second is deposits and cancellations. A handshake agreement or a brief email exchange is not enough. If a booking is cancelled late or a client disputes a charge, you need written terms that set out your position clearly. Without them, recovering your losses becomes a very uphill conversation.

The third is how complaints are handled once they arrive. Responding emotionally, too quickly, or without any legal awareness can turn a manageable situation into a much bigger one. The first response matters enormously, and getting it right can be the difference between a resolved dispute and a formal claim.

The difference is in how you handle it

This client handled it the right way. They got proper advice, responded correctly, and made sure their business was legally protected throughout. It didn’t make the experience painless, and I am sure they will be the first to tell you it was a difficult period. But they came out of it knowing their terms were tighter, their processes were stronger, and that if something like it ever happened again, they’d be ready. That’s the outcome good legal support should deliver.

Independent doesn’t mean doing it alone

This week is about celebrating independent businesses, and rightly so. But being independent doesn’t mean you have to figure everything out by yourself. Having the right support in place is often what allows you to keep doing what you love, without the stress of not knowing what to do when something goes wrong.

As an NCASS member, you have access to a free 30-minute legal telephone consultation with us. Whether you’ve received a complaint, you’re dealing with a difficult client situation, or you simply want to make sure your terms and conditions are actually doing their job, we’re here.

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

📨 [email protected]

Or call your nearest office:

☎ 0118 321 4188 (Berkshire & Home Counties)

☎ 01260 212414 (Cheshire & Northwest)

☎ 01843 808021(Kent & Southeast)