Age Verification and Refusals

The Refusals Log: What to Record and Why Officers Ask for It

How to keep a refusals log for alcohol sales, what each entry needs, how often to review it and how it protects the licence at a hearing

Quick answer

The refusals log is the record of every time staff refused to sell alcohol, whether because the customer could not prove their age or because they were drunk. It is the single document that turns an age verification policy from a notice on the wall into evidence that the policy is applied, and it is one of the first things a licensing officer, a police licensing team or trading standards ask to see. Many licences make keeping one an express condition. This article covers what to record, how to run the log so staff actually use it, and how it is used for and against a venue at a hearing.

The refusals log records every refused sale for age or drunkenness: date, time, product, reason, description and initials.
It is often an express licence condition and always the evidence officers ask for first.
Review it weekly, sign the review and keep logs for at least a year.

Key takeaways

The refusals log records every refused sale for age or drunkenness: date, time, product, reason, description and initials.

It is often an express licence condition and always the evidence officers ask for first.

Review it weekly, sign the review and keep logs for at least a year.

A full log and dated training records are the due diligence defence; an empty log is the prosecution's best exhibit.

What Each Entry Needs

Date and time. What was asked for. The reason for refusal: no ID, ID refused as not acceptable, ID appeared altered, customer appeared drunk, customer attempting to buy for a minor. A brief description of the customer, which is what lets the police connect a refusal to an incident later. The staff member's initials. Some logs add whether a manager was called and whether the customer left quietly. Keep entries factual and short; a good entry takes fifteen seconds to write, which is the point, because a log that takes effort will not be kept on a busy night.

Age Verification and Refusals

Challenge 25 and the refusals book, on the app

Paddl runs the refusals log as a routine record staff complete at the till, timestamped and signed, and keeps the age-verification training and its expiry against each team member. Paddl is £69 per location per month with every feature and a 30-day free trial.

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Download the training record template

Paper or Digital

A paper book behind the bar works and is what most inspectors expect to see, but it gets lost, gets coffee on it, and only ever exists in one place, so a group of five pubs has five books nobody at head office can read. A digital log on the tablet the staff already use for checks is timestamped, cannot be back-filled without a trace, can be reviewed across sites, and is exportable for a hearing. Whichever you choose, the log must be available on the premises when an officer asks, so a digital log needs a device and a login that the shift can reach.

Reviewing the Log

A log nobody reads is a log nobody keeps. The DPS or duty manager should review it weekly: count the entries, check they are complete, look for patterns (the same description twice, a particular night, a particular member of staff never refusing) and sign the review. A busy bar with no refusals in a week has a problem, and the review is where it is found before trading standards find it. The review record itself is evidence of management control at a hearing.

How the Log Is Used at a Hearing

At a review or a prosecution for an underage sale, the operator's case is that all reasonable precautions were taken and due diligence exercised. The refusals log, the training records and the written policy are that case. A full log, a signed weekly review and dated training records for the staff member who made the sale can turn a failed test purchase into a warning rather than a suspension. An empty log does the reverse: it tells the committee the policy was never applied, whatever the notice on the wall says.

What to do next

Make the log part of the close-down checklist

A line that asks "refusals logged tonight?" gets the entries written before they are forgotten.

Common mistakes to avoid

Mistake

Only logging refusals for age

Instead

Refusing a drunk customer is also a legal duty and also evidence. Log both, with the reason.

Frequently asked questions

Is a refusals log a legal requirement?

Not in the Act itself, but many premises licences carry it as an express condition, and without one an operator cannot show the mandatory age verification policy is applied.