Nothing different to Wetherspoons then - ! We once complained that the grilled haloumi wasn't grilled properly and the lad explained that they have to 'follow the instructions', so no leeway at at all despite the item not being cooked properly.The "chef" came over eventually to explain and said that they were not allowed to go outside the instructions - which said the fish was to be put directly into the hot fat at an exact temperature and then taken out as soon as it floated to the surface
That was it - no latitude or independent thinking allowed
Same with the branch at Chippenham a few years back. Our lamb shanks were still cold in the middle; complained and they were replaced by two more that were still FROZEN in the middle - !