To Whom It May Concern,
Be At One - Birmingham…read more
I am writing to formally raise a complaint regarding the treatment my group received at your Birmingham venue on the evening of Saturday 5th July, at approximately 9:00 PM.
We were a group of four professional, sober, over-40s men, all looking forward to enjoying a relaxed evening. One member of our group, my cousin, entered the venue without issue. However, when my brother attempted to follow, he was refused entry on the grounds that he did not have physical ID. While he did not carry a hard copy, he presented a clear and valid image of his passport on his phone. Despite this, the door staff refused to accept it -- even though it clearly showed his identity.
When we attempted to calmly question this decision, we were told that only physical ID would be accepted -- a policy that, while perhaps enforceable, could have been communicated more respectfully.
I then attempted to enter the venue with my physical photo ID, simply to retrieve my cousin who was already inside. Surprisingly, I was denied entry on the grounds that "no single entries" were allowed -- a confusing and inconsistent response given that my cousin had just been allowed in alone moments earlier. When I questioned this, the bouncer smirked and continued to dismiss us rudely.
What was more disturbing was the behavior of a woman whom we understood to be the manager. When we raised our concerns with her, she laughed at us and offered no explanation or assistance. This kind of mocking, unprofessional behavior from a member of management is wholly unacceptable.
Eventually, we were told that none of us would be allowed entry, without any legitimate justification. We were left feeling disrespected, discriminated against, and deeply disappointed by the staff's unprofessionalism.
I urge you to review this incident, including any CCTV or bodycam footage from your door team that evening. At the very least, I would appreciate a formal response addressing:
Your policy on accepted forms of ID (including digital copies),
Clarification around the "no single entries" rule, and
An explanation for the behavior of both the bouncer and the manager on duty.
I hope this complaint is taken seriously. We expected a safe and welcoming environment but instead experienced inconsistency, rudeness, and what felt like discrimination.
I look forward to your response and a meaningful explanation.
Yours sincerely,