Why does Just Eat for Business use LRQA for investigating food-related complaints?
Just Eat for Business uses LRQA, a third-party auditor, to investigate food-related complaints to ensure an impartial and thorough review. This practice maintains the integrity of our service and upholds the trust of both our customers and restaurant partners.
What is the process for handling customer complaints about food quality or safety?
When a customer raises a complaint about food quality or safety, we first ask if they wish to proceed with an investigation. If they agree, LRQA is engaged to conduct an independent review. This includes evaluating all available evidence such as photographs, provided food samples, and detailed reports from the restaurant partner.
Why are complaints not pre-screened by Just Eat for Business before involving LRQA?
We do not pre-screen or internally assess the validity of complaints to ensure that each one is treated with equal importance and is investigated thoroughly. This approach ensures transparency and fairness in handling every reported issue.
How are restaurant partners involved in the investigation process?
Restaurant partners are asked to provide detailed reports and any necessary evidence related to the complaint. While we understand this can be time-consuming, it is essential for ensuring transparency and maintaining high standards of food safety and customer satisfaction. The cost of each LRQA audit is funded by us to ensure the investigation is conducted professionally and impartially.
What is the objective of the investigation conducted by LRQA?
The objective of the investigation is to facilitate a fair and unbiased review of the complaint. We do not take sides. Once the investigation is concluded, we communicate the findings to the customer. If the investigation identifies areas for improvement, we provide constructive feedback to our restaurant partners to help maintain and enhance their food safety practices.
How does this process benefit the relationship between Just Eat for Business, customers, and restaurant partners?
By adhering to a consistent and thorough investigation process, we uphold the highest standards for both our customers and restaurant partners. This approach ensures that customers feel their concerns are taken seriously, while restaurant partners receive fair and unbiased reviews of any complaints. It helps maintain trust and satisfaction on both sides, respecting the importance of our B2B relationships and customer trust.
What should restaurant partners expect from the investigation process?
Restaurant partners should expect a detailed, independent review conducted by LRQA. This process aims to provide a clear and unbiased resolution to any complaint. We appreciate the cooperation and understanding of our partners in maintaining high standards of food safety and customer satisfaction.