Refusal Log

Why a Refusal Log is Essential in Pubs and Hospitality

Every licensed venue must operate responsibly when selling alcohol. The Refusal Log provides an effective way for pubs, bars, and hospitality businesses to record incidents where staff refuse a sale — whether due to underage customers, intoxication, or disorderly behaviour.

Keeping a refusal log not only demonstrates compliance with the Licensing Act 2003, but also helps protect your staff and licence. It shows that your team actively upholds responsible alcohol sales and follows Challenge 25 procedures, which can be critical during licensing inspections or enforcement visits.

Legal Requirements and Licensing Responsibilities

The Licensing Act 2003 requires all alcohol retailers to promote four licensing objectives — one of which is the prevention of crime and disorder. Maintaining a refusal log supports these objectives by showing that staff refuse service responsibly and record key details of each incident.

You can find official guidance on alcohol licensing responsibilities here:
Gov.uk – Alcohol licensing

By using a Refusal Log, your venue can demonstrate due diligence, protect its premises licence, and reduce the risk of penalties or enforcement action.

What the Refusal Log Includes

This editable digital log is designed specifically for pubs and hospitality venues. It includes:

• Date, time, and reason for refusal

• Staff name and signature fields

• Customer description and identification notes

• Incident outcome or follow-up actions

• Guidance on completing entries accurately and consistently

Each section can be tailored to match your venue’s procedures or branding.

Benefits for Pubs and Hospitality Venues

• Supports compliance with the Licensing Act 2003

• Reinforces Challenge 25 and responsible retailing practices

• Provides clear evidence of due diligence during inspections

• Protects your staff and business licence

• Free to download and fully editable for your site

Format and Use

This Refusal Log is available as a free editable digital download (Word or PDF format). You can personalise it with your venue name, logo, and procedures. Keep the log easily accessible behind the bar or in the office so staff can record incidents immediately after they occur.

By maintaining an up-to-date Refusal Log, you build a culture of compliance, accountability, and professionalism — key factors in running a safe and successful licensed premises.

To see the full range of our free range of document templates available from That HR Girl, please click here: Free essential downloadable documents for pubs & hospitality