Management Consulting

The case study highlights the challenges faced by clients in the leisure and hospitality sector, particularly regarding an increase in discrimination claims under the Equality Act 2010. Clients, including casual dining restaurants and pubs, reported incidents where customers from the traveller community would arrive in large groups, sometimes with a threatening demeanor, and request service. If service was denied, these interactions were often recorded, leading to potential legal repercussions for the businesses involved. To address these issues, Aon provided tailored advice emphasizing that businesses have the right to refuse service as long as the reasons are not discriminatory. They recommended that refusal of service should not be based on blanket policies targeting specific groups. Aon also advised that Designated Premises Supervisors should document any refusal of service, maintaining an audit trail that includes reasons for the refusal. This documentation is crucial for defending against potential claims. Additionally, Aon suggested implementing policies such as group size limits or pre-payment that apply uniformly to all customers, thereby avoiding discriminatory practices. The implementation of these strategies has led to significant benefits for clients. By educating staff on the provisions of the Equality Act and company policies, businesses have been better equipped to handle confrontational situations, reducing the risk of discrimination claims. Furthermore, maintaining CCTV footage and proper records has strengthened their defense against potential legal actions, ultimately protecting their reputation and minimizing legal costs associated with claims.