The Shipwrights Arms — Restaurant in London

AVOID THIS PLACE!!! This is the Formal Complaint Regarding Discriminatory and Unsafe Treatment at the Shipwrights Arms pub!

I am writing to formally express my profound disappointment and concern regarding a recent experience at your establishment, which occurred on the 10th of November 2024. As someone who suffers from Type 1 diabetes, I was not only shocked by the treatment I received but also deeply concerned for the safety and well-being of other patrons, particularly those with health conditions that might require urgent assistance.

During my visit, I suffered a critical drop in blood sugar. My friend immediately provided me with a sandwich to stabilize my condition, as I was feeling increasingly unwell and weak. While I began to consume the food, the pub’s owner approached me in an extremely abrupt and rude manner, demanding that I stop eating and insisting that I leave the premises immediately, despite my visible distress and difficulty standing. I tried to explain that I was in urgent need of assistance and was unable to leave, but the owner’s response was dismissive and unkind.

Before I could fully respond, I lost consciousness and collapsed, hitting my head on the radiator. I later learned that I was not breathing and that my friend had to perform CPR to revive me while waiting for paramedics to arrive. I am incredibly grateful to my friend and the emergency responders, as their quick actions may have saved my life.

I am filing this complaint for several reasons: Inappropriate and Dangerous Treatment of Customers with Medical Conditions: The owner’s response to a medical emergency was dismissive, even hostile, resulting in unnecessary injury and trauma. This shows a severe lack of empathy, understanding, and basic training in handling such situations. Unsafe Environment for Patrons with Health Conditions: By refusing me the means to manage my medical emergency and attempting to eject me, the staff created a highly unsafe environment. This is particularly troubling as it raises concerns for others with health needs who might also face discriminatory treatment at your establishment. Need for Staff Training on Medical Emergencies: The experience highlights an urgent need for staff training on handling medical emergencies and interacting respectfully and compassionately with patrons, especially those with visible or invisible health conditions.

This experience has left me deeply shaken, and I feel compelled to share my story as a cautionary tale to others who, like myself, may have health conditions that could require understanding and assistance. I hope this letter serves as a call to action for your establishment to implement necessary changes to prevent future incidents of this nature.

I trust that you will take this complaint seriously and implement improvements to make your establishment a safe and welcoming space for all...

One of the Worst Experiences I’ve Ever Had! Avoid This Place at All Costs

My wife and I stopped by this pub intending to have one last pint before heading home. Before ordering, my wife needed to urgently use the toilet due to a medical condition that makes it difficult for her to hold it in. I waited outside while she went in. Less than a minute later, she came back out visibly upset, the female manager had aggressively confronted her and told her to leave, without even allowing her to explain that we were planning to order drinks right after.

I walked her back inside to clarify things, but we were immediately stopped at the door by a tall, skinny security guard who refused to let us in. I calmly explained the situation, that we were customers intending to buy a drink and my wife simply needed the toilet first due to health reasons, but he refused to listen.

Things escalated quickly. The manager came over shouting, swearing, and pointing her finger in my face in an extremely aggressive and unprofessional way. I was still trying to explain calmly when, suddenly and without warning, the security guard grabbed me from behind, dragged me out, and violently assaulted me, hitting me in the ribs and the head. I was in total shock.

When I asked for the security guard’s SIA number and company name (which they are legally required to provide), I was refused. It was only after I called the police that the number was finally given. To make matters worse, the manager and guard then lied to the police, falsely claiming that I had attacked them, which is completely untrue.

Legal Breaches That Occurred: • Assault: I was physically attacked without any justification. This is a criminal offense. • Disability Discrimination: My wife was denied access to the toilet despite her medical condition. This may breach the Equality Act 2010. • Breach of SIA Rules: The guard refused to provide his license number, which is required under UK law. • Defamation: False statements were made to the police, accusing me of aggression I never committed. • Negligent Customer Service: The staff showed zero professionalism, care, or basic human decency.

This venue is dangerous, discriminatory, and run by people who do not know how to treat others with respect or compassion. I strongly urge everyone to stay away from this place. No one deserves to be treated like this.

P.S. A note to the Management Team:

What is a PUB? A pub (short for public house) is a licensed establishment where alcoholic and non-alcoholic drinks are served, often alongside food. Traditionally, a pub is meant to be a welcoming and accessible place for the community, a social space open to the public, not a private or members-only venue. The very name “public house” reflects its purpose: to serve the public in a hospitable and...

If I could give this place a 0 star rating I would. I honestly hope that no one experiences the unacceptable and deeply upsetting treatment I received from a member of staff during a recent visit. The incident occurred when I stopped by your establishment briefly on my way home from a short holiday. My phone battery had died, and I needed to book a cab home. I thought I’d step in, grab a soft drink, and see if there was a way to charge my phone while doing so.

Before I could even set my bags down, a member of the bar staff approached me in a noticeably aggressive and confrontational manner. I calmly explained that I intended to purchase a drink and simply wanted to check if I could charge my phone while doing so. Instead of a basic level of courtesy, I was met with interrogation. The staff member repeatedly questioned what I was doing, despite my clear and respectful explanation.

Her tone escalated quickly—she raised her voice, demanding that I buy a drink immediately, stating that the bar was closing. While I understand and respect closing times, there was absolutely no need for her to raise her voice, be hostile and publicly confront me. I remained calm, despite being spoken to in a way that was not only unprofessional but demeaning. At this point I asked to order a Coke, her response was very dismissive. Stating" Please.” At that point, I paused and internally acknowledged I'm being completely disrespected and made to feel unwelcomed, and I made the decision to walk out without making a purchase.

The entire experience left me feeling targeted and humiliated in a public setting. I have never encountered such hostility simply for attempting to purchase a drink. I cannot ignore the possibility that unconscious bias or discrimination may have played a role in how I was treated. While I hope that is not the case, the interaction made it feel like it's giving off racially unconscious bias.

This was one of the most unpleasant and degrading customer service experiences I have ever had. I strongly hope they review there customer service protocols and provide their staff with adequate training—especially those who work in customer-facing roles. Basic communication skills and respect should be...