Refusing service – especially alcohol – is a sensitive but essential part of responsible retail and hospitality. Staff must balance politeness with firmness, ensuring safety, legal compliance, and professionalism. In England and Wales, under the Licensing Act 2003, alcohol must not be sold to anyone who is underage, intoxicated, or behaving inappropriately.
Valid Reasons to Refuse Service:
- The customer is underage (or looks under 25 where a Challenge 25 policy is in force) and cannot produce valid ID.
- The customer is visibly intoxicated (e.g. slurred speech, stumbling, aggressive behaviour).
- The customer is disruptive, abusive, or harassing staff or others.
- The premises is at full capacity and cannot safely accommodate more guests1.
How to Refuse Service Politely and Effectively:
- Stay Calm and Respectful. Use a calm tone and avoid confrontation. Example: “I’m really sorry, but I’m unable to serve you any more alcohol tonight.”
- Be Clear and Firm. Avoid negotiation or ambiguity. Example: “I’ve made the decision not to serve you any more alcohol. I appreciate your understanding.”
- De-personalise the Refusal. Explain that it is the Law.
- Offer Alternatives. Suggest water, food, or a non-alcoholic drink. Example: “Can I get you a soft drink or something to eat instead?”
- Avoid Public Embarrassment. If possible, speak to the customer privately or discreetly.
- Have a colleague nearby for support if needed.
- Offer Help Getting Home. Example: “Would you like me to call a taxi or help you arrange a lift?” This shows care and reduces risk.
- Log the Incident. Record the refusal in an incident book, especially if there was aggression or threats. Include time, reason, and any witnesses.
- Inform Other Staff. Make sure colleagues know the customer has been refused service to prevent accidental re-serving.
What Not to Do:
- Don’t raise your voice or argue.
- Don’t allow “just one more drink” – even by way of an Off Sale to take home with them. If they should not be drinking in your establishment, then they shouldn’t be drinking elsewhere either.
- Don’t let the customer linger or find another way to drink (e.g. sharing with friends).
When to call the Police:
Please see our accompanying Briefing Sheet for the specific, but understand that the Polcie should be called if you are feeling physically threatened.
Summary:
Refusing service is a professional responsibility, not a personal judgment. With the right approach, staff can maintain control, protect the business, and ensure everyone’s safety.
