I am unfortunately having to write this due to lack of appropriate response from The Healthcock in regards to issues involving a food poisoning incident on 23rd December leaving 6 of our party unwell with suspected norovirus over Christmas as well as sub standard customer service in relation to this and a previous booking. We visited Healthcock on two occasions in two months, unfortunately both occasions have been extremely disappointing.

November 2023 - party of 6 - Heathcock was out of food options to cater for a Celiac member of the party (they had prior warning in the booking made 2 weeks prior), meaning this person had no choice of their meal for the evening. We had a drink spilled over a party member by the waitress - no apology, we still had to pay for the drink, later a man behind the bar joked about this to the party, unfortunately this didn't land very well. They then left 5 desserts off the bill, the following day, on noticing this, we called to settle the matter, they did not even thank us for calling to give them the extra £50 we owed them. I responded to their auto email for feedback, very reasonably advising them of our experience, however I believe I was fair and complimentary in the areas where it was deserved. We had good food and despite these bits, had enjoyed our evening - everyone can have an off night right? Unfortunately, we never heard anything back from them in relation to this feedback. This felt a little underwhelming, even an email back to apologise for the spilled drink that we had still paid for would have been something.

December 23rd 2023 - party of 14. Christmas Menu. 6 out of 7 people who ate the oysters became unwell on Christmas day with severe diarrhoea and vomiting, unable to keep food and fluids down whilst experiencing fever and fainting episodes. This lasted well into Boxing day. We emailed The Heathcock on Boxing day morning, to advise them of this asking for acknowledgement and for a return phone call (I couldn't get through to them on phone). They did not call me or acknowledge the email. Only doing so after we had already reported to Environmental Health and they had a visit to inspect their kitchen. They then emailed, blaming their supplier. Which in essence is attempting to absolve themselves of the obligation they have to serve food that is safe to consume.

Environmental health are now involved and are investigating the food poisoning issues (they had advised us it is likely norovirus from the oysters served).

Unfortunately their email of apology leaves much to be desired in addressing the extent of upset, discomfort and disruption caused by eating at the restaurant. Unfortunately, it is in keeping with the previous communications we have had with The Heathcock... overall absent.

Their lack of care for customer experience is negligent and I have ongoing concerns about their food hygiene standards. I will not be returning to the restaurant and would advise everyone to also steer clear. There are so many restaurants in Cardiff that provide great food with great customer experience, not returning here will be of no detriment to us. Unfortunately the damage is done.