A top law firm has offered no apology to a young Cardiff restaurant manager after its staff were accused of "humiliating" and "degrading" her. London-based Ince says it has finished investigating allegations about some of its senior staff's behaviour at Cora in Pontcanna – without interviewing restaurant manager Lily Griffiths.
Cora owner and chef Lee Skeet has voiced his disbelief that Ince failed to arrange a meeting with him and 22-year-old server Lily before concluding its investigation. Emails seen by WalesOnline show a board member at the international business initially saying she would "welcome the opportunity" to interview them. But the investigation was subsequently closed without those discussions taking place.
It comes after six senior Ince lawyers visited the restaurant and Lily was allegedly touched "unwantedly" and told to "stick [her] schnoz" in a bottle of wine. She said the inappropriate behaviour was largely driven by one diner.
Read next: Pub manager left in disbelief as couple walk out mid-meal refusing to pay their £67 bill
Lee said: "In my opinion there hasn't been an investigation. There can't be one without talking to me and Lily. I think at the very least they should be making an apology. They should be firing the main person responsible. They should be publicly saying what they've done to make it right instead of hiding it and protecting this person."
Ince told us the staff involved were informed of the investigation's findings but that these would remain confidential. The firm said the probe was complete by the time Lee attempted to set up a meeting so there was "no need" to arrange one.
More than 130,000 people 'liked' Lee's tweet from May in which he shared his complaint to Ince that Lily had been "talked down to", grabbed "aggressively" by the arm, and treated "like crap". The lawyers, who had reportedly been in Cardiff for a two-day management meeting, dined at Cora on May 4 and drank seven bottles of wine by the time they had their first course. After hearing Lily's allegations Lee initially said he would return the £1,000 paid by the party because he did not want their money – minus £100 for the server who had received no tip – but he later decided to give her the full amount.
Lee, who complained to Ince on the night of the incident, received a message on May 16. Addressed to Lily the email read: "I am the independent investigator who has been engaged by the Ince Group to investigate the allegations of inappropriate behaviour towards you, when six individuals from the firm dined at the Cora restaurant on the evening of Wednesday May 4th.... I would be grateful if you could please let me know by close of business on Wednesday May 18th if you are willing to speak with me and if so, I trust we can arrange a time shortly."
Lee replied the following day: "With all due respect this is not an independent investigation. You literally have an email address which includes [Ince's] name. You are employed by the pigs that attended my restaurant so can never be independent. If you can show me exactly how you could view this independently and punish your bosses when the perpetrators are paying you, I'd welcome that.... It's taken you 12 days to contact me despite huge pressure."
The investigator, a non-executive director on Ince's board, replied and said: "The firm is taking your complaints extremely seriously and it's for this reason I was asked to undertake an investigation." The board member said she would be happy to travel from London to Cardiff for an in-person meeting if preferred. "I do want to complete a thorough and fair investigation and would prefer to do so with your input, and I look forward to hearing from you," she wrote. "Having said all this, if you decide that you don't wish to do this, I will completely respect that decision."
Lee did not reply until June 13 because the restaurant had been closed while he and Lily had taken holidays. After that he wrote back: "Apologies for the delay. We've been on annual leave for the last couple of weeks. We would like to talk to you in person here in Cardiff. Next Friday June 24th would be the best time for this as it is our next day off. Before we talk to you I would like your assurance that – if you feel they were in the wrong – you are able to deal with the gentleman in question, will let us know the full results of your investigation and will tell us how you deal with it." Lee claims he did not get a reply to that email.
Ince told WalesOnline its "exhaustive" investigation was overseen by an external law firm and closed at the end of May. The firm initially claimed the restaurant had "declined" to be involved in the investigation. It later told us the restaurant had responded but not until after the investigation had closed meaning there was "no need" for a meeting.
The probe's findings were kept confidential in line with the firm's approach to "anything related to staff or partner behaviour". But the company is reviewing its training and policies in an attempt to ensure standards are maintained. Its spokesman said he was not sure if Cora had been informed of the outcome but confirmed there had been no apology from the law firm.
Ince did not comment when asked if wrongdoing had been found. But legal publication Roll On Friday has reported on an email sent to staff last month by Ince's non-executive chairman Simon Howard. He wrote: "The individuals concerned have been made aware of the findings, and where appropriate, action has been taken. All such accusations, whether public or not, whether substantiated or not, will always be taken seriously by the firm... We need to understand what broader lessons we can learn as a firm."
Speaking shortly after the incident Lily said the worst-behaved diner used "humiliating tactics, trying to degrade me for the job I love doing". She added: "He was saying: 'How do you make a living?' at this and 'Why don't you work seven nights a week?' It was upsetting I had put up with that demeaning attitude while I served them seven courses. I was even told to 'stick my schnoz in that' after they complained about one of the wines I served them over the seven-course tasting menu."
Lee praised Lily for how she managed the situation. In a post on his Instagram page he said: "She’s talked confidently and with class to countless journalists on TV and radio, whilst not missing a minute of running the restaurant to the highest level. I’ve just hidden away and cooked. This has all happened because of her class and integrity and I’m in awe of the young woman she is. Well done mate. You are literally an inspiration to so many people.”
Cora has won acclaim since opening in January above Milkwood in Pontcanna Street. Lee trained under Gordon Ramsay and was head chef at London's Hedone when it had a Michelin star. You can read more food and drink news here.
Read next:
Rishi Sunak says he has 'no working-class friends' in resurfaced video
Welsh ice cream maker apologises for 'little England beyond Wales' branding
The latest Welsh businesses caught evading tax including firm that ran award-winning pizzeria
The Welsh beach plagued by 'defecation, drugs and verbal abuse'
Scaffolders spotted drinking beer in family's hot tub as building work carried out
