The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious!
WHAT IF I KNOW SOMEONE WHO WORKS THERE?
You are not permitted to carry out visits where you may know any of the team members. If you carry out a visit and see someone you know, please notify us as soon as possible. Please do not inform staff that you are carrying out a visit.
WHAT IF I SEE SOME FRIENDS WHILST ON A VISIT?
Please bear in mind the party size agreed for your visit. Inviting friends over to join you on a mystery visit might invalidate your report.
WHAT IF I AM OFFERED SOMETHING COMPLIMENTARY
That's fine - you are able to accept complimentary items whilst on a visit. However, please bear in mind the alcohol limits as these should not be exceeded.
CAN I MAKE A COMPLAINT WHILE ON THE VISIT?
If you need to raise an issue during the experience, this is fine, provided you do so in a normal and courteous way, and you give the staff every opportunity to put things right. If you want to make a complaint after the visit, please check with us first.