Balans, Kensington — Restaurant in London

Dear Balans Management,

I am writing to lodge a formal complaint regarding an incident that occurred today, 21st June 2025 at 11:30am, at your Kensington High Street branch, where I attended with my family.

Upon arrival, we asked a waitress if we could sit at a particular table, and she confirmed it was fine. I let her know there would be four of us the other two guests were on their way. However, moments after sitting down, an older white-presenting male manager with grey hair and a prominent belly) approached us in a confrontational manner, questioning why we had seated ourselves and stating that we could not sit wherever we wanted.

I explained that the waitress had given us permission, but he insisted on bringing her over. She appeared anxious and uncomfortable in his presence and initially denied seating us, but eventually acknowledged that she had in fact said yes. Despite this, he stated the table was reserved and asked us to move — despite several empty four-person tables in the restaurant. After expressing my concern, he reluctantly allowed us to stay.

This behaviour felt discriminatory and humiliating. My husband and I, both visibly Muslim (I wear a headscarf), were treated with suspicion and a lack of courtesy not extended to other guests. At one point, when my husband ordered his breakfast, the manager assumed we were sharing one meal — an assumption not made for other customers. The other two guests arrived shortly after this and we ordered a lot of food. Over the next 90 minutes, no one arrived for a reservation, and most four-person tables remained empty.

Despite this treatment, we remained and ordered over £150 of food. Upon leaving, the manager deliberately turned his back as we approached, avoiding eye contact and any opportunity to apologise.

In addition, I observed this manager treating staff poorly, with aggressive, anxious body language, seemingly creating an uncomfortable working environment.

I believe we were discriminated against and unfairly treated, and I am extremely disappointed in how we were spoken to, accused without reason, and treated as less than welcome. As a paying customer and as someone who has experienced this pattern of bias before, I am asking for this to be taken seriously and for this message to be treated as an official complaint.

I would appreciate a response explaining how this will be addressed, and what steps will be taken to ensure no other guests are treated in this manner.

To add add waitress was lovely and kind didn’t get her name but she was short/piercing blue eyes. Just want to clarify the manager was the issue not the...

I have never been fond of this overpriced posh burger chain, however, yesterday this place reached a new low. Two of my friends came over from Belgium to see me for my birthday. They were early and told me they were in Balans. Because I was in the area I went to join them. I walked into the restaurant and no member of staff acknowledged me so when I saw my friends I walked up to their table. After standing there for a while trying to get someone's attention I asked for a chair or any other way I could join them. The answer was 'no'. Nothing else, just 'No'.... I mean, I know it was a Sunday and you probably had your weekenders in (who all looked very unhappy to be there by the way...), but do they have any idea what customer service means!? The people on the table next to us were just as shocked, so they move up a bit so I could sit on the bench. I was planning on ordering a small plate and a glass of wine, but no one ever came to talk to me and they all looked very annoyed I had joined 'their restaurant' unwanted.... I have never felt more unwelcome and I think seeing the staff talk to each other and look over is the most unprofessional thing I have ever seen. I also no longer wanted to spend a penny in this place, so I just watched my friends finish their lunch while unwrapping my birhtday presents. As you understand, this will be a place I will never go to again! I think you need to teach your staff a thing or two about customer service, the lady who seemed to be in charge should also try to smile once in a while... It's part of a customer...

I recently had the pleasure of dining at a modern European-style restaurant, and it was an outstanding experience! From the moment I entered, the chic and contemporary decor captured my attention, with sleek lines and warm lighting that created an inviting atmosphere.

The menu was a delightful blend of classic European dishes with a modern twist. For starters, I chose the heirloom tomato salad, which was beautifully presented and bursting with fresh flavors. The combination of creamy burrata and vibrant basil was simply exquisite.

For my main course, I opted for the pan-seared duck breast, cooked to perfection with a crispy skin and tender meat. It was accompanied by seasonal vegetables and a rich, flavorful sauce that elevated the dish.

The service was exceptional throughout the evening. The staff were attentive, knowledgeable, and eager to provide recommendations, enhancing the overall dining experience.

To round off the meal, I indulged in a decadent chocolate tart for dessert. It was rich and indulgent, the perfect sweet ending to a wonderful evening.

Overall, this modern European restaurant offers an impressive dining experience with delicious food, great service, and a stylish ambiance. I highly recommend it and can’t wait to return to explore more...