Airport complaint and confidentiality

[alexT123]

Hi All,

Due to a disability I was having problems getting around a major UK airport. This lead to a very abusive encounter with a member of staff. Due to the location its guaranteed that the counter would have both audio and video. I informed the member of staff I would be complaining. I then had to submit the complaint twice as it wasn't getting a reply. I then yesterday got a reply, saying how sorry they are etc etc. But they included this clause:

"Unfortunately due to reasons of confidentiality we will not be able to disclose details of any internal investigation, however I would like to assure you that we take all such complaints extremely seriously, and where any misconduct is identified - especially of a discriminatory nature - we take a zero tolerance approach."

Is this correct? Surely, if you submit a complaint regarding a member of staff being abusive you have a right to know the outcome?

Your thoughts would be appreciated

[PallasAthena]

It's the standard response from employers. Any employee is entitled to confidentiality so the employer is correct to refuse to disclose details about any disciplinary sanction imposed on an employee. You are not entitled to know what it was.

[alexT123]

Thanks for the reply. I'm more understanding of not knowing the sanction. But surely I have a right to know if the complaint was upheld?

[R0b]

Thanks for the reply. I'm more understanding of not knowing the sanction. But surely I have a right to know if the complaint was upheld?

Absolutely not. You and I are some Joe Bloggs off the street so you have absolutely no legal right whatsoever to know what action the company takes against their employees and/or the outcome (if any). That is an employer-employee matter and there are laws protecting the confidentiality and privacy of those employees. Those protections extend to other employees of the company as it would be strictly on a need to know basis.

It would be absurd if any old individual can demand to know the outcome of what action an employer may have taken in response to a complaint made by a customer or third party. It would run roughshod over the existing laws.

If you are unhappy with the outcome of what that employer is offering you, be it an apology or a sum of compensation, then consider taking legal action if you have a legal basis for doing so.

[alexT123]

Thanks for the reply. I'm shocked. I have no trust that this complaint will be dealt with. I've already had to submit the complaint twice because I wasn't hearing back. I'd think I do have a right to at least know the complaint was dealt with. At this very moment it wouldn't surprise me if nothing at all was done. Literally all they have offered is to investigate. However, I don't want compensation, I don't want anything other than the knowledge than this was dealt with and won't happen to anyone else. Can the outcome not be submitted to an independent third party? Surely, there is some middle ground here? Because at the moment its makes mockery of my right to not be abused by a member of staff because I was having problems related to my disability.

Edit: Just to clarify I did say they'd apologised but it wasn't an apology for anything. It was sorry to hear this might have happened. It wasn't an actual apology because nothing has been investigated yet.