Page 4 | AIBU for refusing to sign a letter of improvement at work? Retail customer service related

Welshlady60 · 2025-06-08T06:04:06+00:00

Recently at work I was made aware by my manager that a customer had complained about me to HR for my apparent poor customer service towards him. In a nutshell, the customer had used the self service till, but his payment of around £35 hadn't gone through. I went outside and asked him to come back into the store, explaining why. He wasn't happy as he was just about to get into his car, and he insisted that he'd paid as he 'heard the machine beeping'. Once again, I explained that the payment hadn't been taken, and so he came back into the store, angrily tapped his card on the pad and stormed off saying that he 'wasn't trying to steal'. I hadn't accused him of anything, and was polite at all times. He's now made a complaint against me, which I wouldn't normally be bothered about. However, I was asked to make a statement to give my version of events, and was told that HR may most likely decide to issue me with a letter of improvement. I've been at the store for ten years and have never had any issues, but I'm annoyed that a customer's unjustified complaint can result in me being reprimanded for doing my job, especially as I wasn't rude, he was. Should I refuse to sign it, given that I feel it's an unfair complaint?

Profpudding · 08/06/2025 09:13

GivingUpFinally · 08/06/2025 09:11

This is exactly what will happen.

The action will still be in your file and "live". A letter of improvement or letter of concern is a slap on the wrist and is not considered formal disciplinary action. But! It has no time limit. As in a warning or other action may have a 6 month life span. All of this really means jack shit.

The action will remain open and may be used in the future to show character, used as an example moving forward.

In your situation you have two options if the letter comes your way;

Sign and put it behind you and move forward.
Don't sign, appeal and raise some hell as you.

I would make sure to ask for clarification on how to deal with matter and then to further waste their time ,. I would specifically ask for additional training to be completed so that you and others don't not make the same mistake in the future and then it is in black and white. Use examples of this scenario happening in past and detail how it was handled and again ask for more clarification- do this if you know the date or approximate date of these incidents. Also, ask about what would have happened if you did not approach the customer to settle his bill? How would that have reflected on you, the store and your colleagues? What protections do they offer you in regards to customers not paying or you not seeking payment etc.?

To me this looks like a clear case of the customer is always right, so suck it up and take one for the team. Fight back. The customer is not always right.

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Absolutely love that and you can consider this to be a fight for all of the younger people. Who’ve got absolutely no idea what their employment rights are.
And the ones that have never been allowed to get over the two year mark so that they have employment rights.
I would do it for the fun of it

Rosscameasdoody · 08/06/2025 09:14

Hiddenmnetter · 08/06/2025 08:53

When I was disciplining staff at work we had a formal process which asked the staff member to sign the minutes at the end. It meant nothing because if they refused to sign, I would simply note that <xyz> refused to sign. If there is an outcome that you disagree with then you need to appeal the decision. Refusing to sign (unless you think the minutes are inaccurate) is a redundant exercise.

Your manager needs to follow a reasonable process (I.e.: gives you a chance to defend yourself) and come to a reasonable (I.e.: rationally defensible) decision based on a reasonable investigation (I.e.: has actually sought and weighed up the available evidence).

If there is no CCTV evidence, then the only evidence available is your word vs the customers word, additionally the fact that the customer only paid once is evidence to support your version of events. Explain to your manager that you understand the customer may have been embarrassed because it looked like they had done something wrong, you didn’t think they had, and you were polite and professional at all times, however they were (understandably even if unnecessarily) embarrassed. Therefore the evidence available does not sustain a customer complaint because without any further evidence that you were rude, the reasonable interpretation of the facts as presented is that you weren’t rude.

The other thing you can do is contest the customer evidence: ask if the account the customer has given sounds like you, if you think the account the customer has given matches what other evidence is available (if they said you were angry and shouting, even if CCTV doesn’t record sound it would record aggressive or upset body language). The idea is that you are providing and interpretation of the evidence available so that your manager can make a decision in your favour.

If they have still made an unreasonable decision (that is, the evidence available does not sustain what they’ve decided) then appeal the decision to the next level of management.

Remember that in matters of employment the standard is not “beyond reasonable doubt” but “on the balance of probability”. You need to not only defend your actions but also provide an account that paints the customers complaint in such a way as to cast some doubt on their version of events.

eg: “Yes, I remember the interaction. I was monitoring the self-check out as the company is concerned that people may make mistakes and underpay or overpay in error. I noticed customer <abc> had attempted to pay via card tap and it had failed to go through. I followed them to advise them of the mistake and they reacted badly, believing I had accused them of stealing. I did not accuse them, nor did I believe they had done this deliberately, however they were understandably embarrassed. I believe this is the source of the complaint, I managed to get them to come back and pay, and at all times maintained a professional and polite demeanour. They were upset, however I believe that my professional duties obliged me to ensure that they paid for their shopping.

That the customer either a) made a mistake or b) attempted to steal is not in question- you can check the CCTV and bank records. They only paid once, and that was after I got them to come back in. I do not think they were attempting to steal but I believe I carried out my professional obligations in a polite and courteous manner, however the upset and embarrassment they have obviously felt now makes me believe that perhaps they were attempting to steal and were upset at having been caught out.”

This response gives a reasonable version of events that accounts for your behaviour, their behaviour, and if your manager is being reasonable would be very hard to sustain a customer complaint.

When I was disciplining staff at work we had a formal process which asked the staff member to sign the minutes at the end. It meant nothing because if they refused to sign, I would simply note that <xyz> refused to sign.

This doesn’t sound like a letter of improvement - which is the start of a PIP. The employer has no grounds. It’s subjective - the customers’ word against OP’s, so no evidence on which to base the expected ‘improvement’ OP is to make, or in what timeframe. It also sounds very much as though OP has grounds for complaint herself, as other than asking for a statement from OP, there has been no formal hearing or opportunity for clarification before embarking on a PIP. And the manager is minimising the implications, as well as not being honest about the formal nature of the procedure. That’s worrying because it implies a sloppy attitude towards something that will stay on OP’s record and could possibly lead to dismissal.

saraclara · 08/06/2025 09:17

Profpudding · 08/06/2025 09:11

Does it not seem wrong to not wait for the transaction to go through and give you a receipt for your shopping? I do quite like that about Sainsbury’s. You have to scan your receipt to get out of the self service area so there’s no danger this happening there.

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I have never been in a supermarket where you have to scan a receipt to get out. And I've been to several Sainsbury's. It's unusual to get a receipt at most supermarkets. If you pay by card you don't get one unless you request it.

Profpudding · 08/06/2025 09:18

saraclara · 08/06/2025 09:17

I have never been in a supermarket where you have to scan a receipt to get out. And I've been to several Sainsbury's. It's unusual to get a receipt at most supermarkets. If you pay by card you don't get one unless you request it.

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Well, our local Sainsbury’s does have the facility to self serve and in order to leave that facility you have to scan your receipt to prove that you’ve paid for it.
Perhaps if they are able to reduce shoplifting, it will become a common sight in all supermarkets that’s exciting isn’t it?

Hiddenmnetter · 08/06/2025 09:23

Rosscameasdoody · 08/06/2025 09:14

When I was disciplining staff at work we had a formal process which asked the staff member to sign the minutes at the end. It meant nothing because if they refused to sign, I would simply note that <xyz> refused to sign.

This doesn’t sound like a letter of improvement - which is the start of a PIP. The employer has no grounds. It’s subjective - the customers’ word against OP’s, so no evidence on which to base the expected ‘improvement’ OP is to make, or in what timeframe. It also sounds very much as though OP has grounds for complaint herself, as other than asking for a statement from OP, there has been no formal hearing or opportunity for clarification before embarking on a PIP. And the manager is minimising the implications, as well as not being honest about the formal nature of the procedure. That’s worrying because it implies a sloppy attitude towards something that will stay on OP’s record and could possibly lead to dismissal.

Edited

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I agree, it sounds like the manager has come to a formal disciplinary decision which is a letter of improvement. If I was guessing, they’ve chosen this option because a) they can now honestly tell the customer that the staff member in question has been disciplined and b) they think it’s a nothing procedure and doesn’t really matter anyway.

The fact of the matter is OP should defend themselves- the appropriate action here is not to “refuse to sign” (like that makes a difference) but to appeal the discipline process and defend themself by giving an account that actually explains all evidence available in a way that shows them doing their job properly but also explains why the customer has complained.

Again I cannot stress enough how important the evidentiary threshold is here- the customer has complained, this is evidence that will be given even weighting with OPs (because they are both unverified testimonials). The manager has to make SOME decision, and the basis is, on the balance of probabilities, what they think happened. Therefore the best course of action is to give a version of events that explains both your actions and evidence as well as the customers in a coherent manner.

If you say “no I never, i don’t know what they’re on about” the manager is left having to choose which evidence to discount, which is a risky game. Presuming therefore that the manager is generally an honest and decent sort, make their lives easier, explain ALL the evidence in a way that means you did no wrong.

Then, if they still discipline you, you have a) laid the groundwork for an appeal process (to review the decision) and b) laid the groundwork for an ET if it ever gets that far (which it shouldn’t because it would be dumb, but better safe than sorry).

PullTheBricksDown · 08/06/2025 09:24

Daffodilsarefading · 08/06/2025 08:08

I would ask HR to tell you specifically why you were rude.
Insist they find out exactly what you said which was rude.
Basically this smacks of entitled male not liking being questioned or proved wrong by a female. I bet he wouldn’t find the exact same conversation with a male rude.

Yes, often an older man thinks any woman disagreeing with him or expecting him to do anything differently is 'rude' because basically they don't think women should ever do that.

godmum56 · 08/06/2025 09:24

Welshlady60 · 08/06/2025 08:38

I'm sure I've never come across any guidance on how to handle walkouts from the self service tills, we've all just always tried to call people back if possible, even if they've left the store and we can see them outside.

Many of the walkouts will be accidental, so it's the done thing that we'll try and politely approach them, unlike if it's an obvious shoplifter whose literally just walked out with goods without even attempting to pay. We then let them go.

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So to be clear....has anyone with the authority to do so EVER told you to call people back if their payment doesn't go through.....has anyone with the authority to do so EVER told you to follow people out of the shop and ask them to return? Not asking about guidance on handling the customer?

MoominMai · 08/06/2025 09:25

@Welshlady60 yes def don’t sign. I think the mere act of signing it could later be used against you as ‘proof’ you accept there is something to improve upon. And if its ‘just a letter, nothing to worry about’, then why does it exist at all?

Seems like you’re being punished for doing your job! Unless you put hands on the customer to drag him back or something, their attitude is really v disappointing! Once or twice, I’ve tapped and thought money was taken and was asked to return and told need to redo and I started walking away and both time I was just so embarrassed and profusely apologise. The fact this man was ultra angry makes me think perhaps he knew and is angry you spotted it and so is inflating certain aspects of the interaction. Good luck anyway! ♥️

Macklemup · 08/06/2025 09:26

Definitely do not accept it.
Tell them first you want an explanation as to what you did wrong .

Ask for a written explanation of what you should have done....what exact policy is and where is it written.

Contact ACAS and ask for advice.
Join a union!!

Wtafdidido · 08/06/2025 09:26

Absolutely refuse and if they try to insist ask them to issue a letter to you in writing saying that in future of a customer’s payment had failed and you notice that you are to just let them leave with £x amount of free groceries! And that there will be no comeback on you - afterall
that seems to be their implication!

Rosscameasdoody · 08/06/2025 09:27

GivingUpFinally · 08/06/2025 09:11

This is exactly what will happen.

The action will still be in your file and "live". A letter of improvement or letter of concern is a slap on the wrist and is not considered formal disciplinary action. But! It has no time limit. As in a warning or other action may have a 6 month life span. All of this really means jack shit.

The action will remain open and may be used in the future to show character, used as an example moving forward.

In your situation you have two options if the letter comes your way;

Sign and put it behind you and move forward.
Don't sign, appeal and raise some hell as you.

I would make sure to ask for clarification on how to deal with matter and then to further waste their time ,. I would specifically ask for additional training to be completed so that you and others don't not make the same mistake in the future and then it is in black and white. Use examples of this scenario happening in past and detail how it was handled and again ask for more clarification- do this if you know the date or approximate date of these incidents. Also, ask about what would have happened if you did not approach the customer to settle his bill? How would that have reflected on you, the store and your colleagues? What protections do they offer you in regards to customers not paying or you not seeking payment etc.?

To me this looks like a clear case of the customer is always right, so suck it up and take one for the team. Fight back. The customer is not always right.

Show quote history

A letter of improvement is the initiation of a PIP. So it’s formal and much more than slap on the wrist. The letter outlines the performance issue/s, expected improvement, time frame for improvement and potential consequences should that improvement not meet the standard outlined. OP should be taking advice from ACAS because the employer has initiated a disciplinary with no evidence against her except the customers word, so the whole thing is subjective.

PinkiOcelot · 08/06/2025 09:30

BallerinaRadio · 08/06/2025 07:06

I'd be asking your HR department what the consequences of this would be not Mumsnet.

It might not even come to that though if it's only 'likely' at the minute

Did you actually read the OP?! She’s not asking mumsnet what the consequences would be! Had you just woken up or something?!

Lins77 · 08/06/2025 09:31

saraclara · 08/06/2025 09:17

I have never been in a supermarket where you have to scan a receipt to get out. And I've been to several Sainsbury's. It's unusual to get a receipt at most supermarkets. If you pay by card you don't get one unless you request it.

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I've seen it, but only abroad. I'm sure they have it in some very busy locations in the UK, but not near me.

Rosscameasdoody · 08/06/2025 09:32

godmum56 · 08/06/2025 09:24

So to be clear....has anyone with the authority to do so EVER told you to call people back if their payment doesn't go through.....has anyone with the authority to do so EVER told you to follow people out of the shop and ask them to return? Not asking about guidance on handling the customer?

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OP says it’s standard procedure. If it’s accepted procedure and all staff do it, then all staff should be disciplined, not just OP. And the perceived issue is not the fact that OP asked him to return to the store, but the way in which she went about it. The employer is initiating a disciplinary procedure for something that is subjective and can’t be proved, unless there is CCTV or other evidence - which, if it exists, OP should have been made privy to at the time she was asked for a statement.

Alwayslikethis · 08/06/2025 09:32

No you are not unreasonable

Rosscameasdoody · 08/06/2025 09:36

saraclara · 08/06/2025 09:17

I have never been in a supermarket where you have to scan a receipt to get out. And I've been to several Sainsbury's. It's unusual to get a receipt at most supermarkets. If you pay by card you don't get one unless you request it.

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Our local Morrisons do it. They have security personnel posted at the exit and if you are noted as using the self service area you are asked to show your receipt before leaving - there are notices up in the self service area advising customers to retain their receipts until they have left the store.

GRex · 08/06/2025 09:39