Ask the expert

One of our customers who stayed a week has just sent us a letter stating that they were injured on our site. We have no record of this and it has come as a complete surprise. How should we respond?

Answered by our Expert: Richard Baker - Stephen Scowns Solicitors

You should firstly report the matter to your insurers. Send them a copy of the letter you have received along with any other information which might be relevant.

Respond to your customer that you are looking into the matter and that you have informed your insurers.

It is also important to inspect the area where the alleged incident occurred. Examine it to see if there is anything wrong and take photographs. If something is defective, it may be necessary to cordon off the area, display warning signs and take appropriate steps to remedy any defects.

There may be commercial considerations as well, and you will have to decide the best way to limit any potential negative publicity. At the same time, you should protect your own position and above all take appropriate steps to stop similar accidents happening in the future. Every case must be dealt with according to its own unique circumstances, but the steps described above provide the outline of a sound response.