Code of Practice.

Signature Experience is wholly independent. We have no financial interest in any hotel, group, restaurant or members' house. We accept no commissions, referral fees or hospitality that could influence our judgment. Our assessments are ours alone. We do not alter findings to suit a client's preferences, nor do we temper criticism to retain an engagement. The integrity of the Standard depends on this independence.

Everything we learn in the course of an engagement is confidential. This includes: • All documents, reports and correspondence. • Observations made during visits. • Conversations with owners, staff and guests. • Financial and operational details. We do not disclose the identity of our clients without their express permission. We do not publish case studies, testimonials or press mentions that could identify a house unless the owner has approved the wording in writing. Our personnel are bound by confidentiality obligations that survive the end of their employment or engagement.

We assess against the Standard — the definition of excellence agreed with the owner during the Strategy Session. We do not impose a generic template or compare a house to an external benchmark without the owner's consent. Our reports state what we observed, what we measured it against, and what we recommend. We distinguish fact from interpretation, and interpretation from recommendation.

We conduct ourselves in a manner consistent with the expectations of the houses we serve. • We arrive punctually and dress appropriately. • We treat all staff with courtesy and respect. • We do not accept gifts, favours or complimentary services beyond what is necessary to perform our assessment. • We do not disclose our presence as assessors to guests or staff unless the engagement protocol requires it. • We do not use our access for personal benefit or the benefit of third parties.

We decline or disclose any engagement that presents a conflict of interest. This includes: • Assessing a house in which we or our close family have a financial interest. • Assessing a house that is a direct competitor of another client, where the engagement could compromise our objectivity. • Any other circumstance that a reasonable observer might regard as impairing our independence. If a conflict arises during an engagement, we disclose it immediately and agree with the client how to proceed.

We maintain accurate records of our engagements, assessments and communications. These records are: • Stored securely, with access limited to authorised personnel. • Retained for the period required by law and professional practice. • Disposed of securely when no longer needed. We do not retain records beyond what is necessary to fulfil our professional obligations and to defend against potential claims.

If you believe we have fallen short of these standards, we want to hear from you. Complaints should be sent in writing to the registered address or through the Enquiry page. We will acknowledge receipt within five working days and respond substantively within twenty working days. If you are not satisfied with our response, you may refer the matter to the relevant professional or regulatory body.

This Code of Practice is reviewed annually and may be updated to reflect changes in our practice, the law or professional standards. The current version is always available on this page.