# Event guest concern: staff response card

**Event / date / version:** ____________________  **Briefing owner:** ____________________

**Ordinary service lead:** ____________________  **Backup contact/channel:** ____________________

**Approved safety or security contact:** ____________________  **How to summon help:** ____________________

**Help point and route:** ____________________  **Incident-report channel:** ____________________

Use the venue's current approved safety plan. This card does not authorize physical intervention, a refund, admission override or removal of a guest.

## 1. Hear

- Speak respectfully and allow the guest to state the immediate problem.
- Summarize it in one sentence: “You expected [X], but [Y] happened. Is that right?”
- Ask only for information needed to locate the record. Do not discuss personal or payment details in a public line.

## 2. Verify

| Concern | Source to check | Person who decides |
| --- | --- | --- |
| Ticket missing, invalid or wrong date | Current ticket provider record and approved event policy | ____________________ |
| Access route unusable | Current venue route and access lead | ____________________ |
| Schedule, room or venue information conflicts | Approved update and published event page | ____________________ |
| Complaint about another person | Private reporting route and designated lead | ____________________ |

If facts are not yet known, tell the guest **who** is checking, **where** they can wait or return, and **when** the next answer is expected. Do not invent a resolution time.

## 3. Decide or transfer

- **Within my authority:** ____________________
- **Needs supervisor or ticketing owner:** ____________________
- **Unsafe, threatening or abusive:** withdraw if needed; follow the venue response procedure and summon trained help. Do not require a lone or untrained worker to manage a dangerous encounter.
- Offer only a verified and authorized option. Record who approved an exception.

## 4. Close and hand over

| Minimal reference | Source checked | Decision owner | Action / guest update | Handover owner |
| --- | --- | --- | --- | --- |
| ______ | ______ | ______ | ______ | ______ |

Keep private details in the approved system, not on an open desk copy. Use the designated incident channel for threats or harassment. Check on affected staff and review repeated complaints for a fixable cause.

**Source for briefing:** [UK HSE control measures](https://www.hse.gov.uk/violence/employer/controls-to-prevent.htm); [UK HSE overview](https://www.hse.gov.uk/violence/employer/index.htm). Apply local requirements and the venue's approved procedures.