Our promises to you

Our promises to you

Imperial College Union is not-for-profit charity; every penny we make goes back into our services and venues. Our aim is to offer you great value for money on all of our products, provide excellent customer service in all of our outlets and venues, and deliver a range of events to cater for the diverse student community at Imperial. These are our promises to you:

Imperial College Union will always:

  • ensure you are treated with respect and provided with the best possible service.
  • ensure the safety of our customers at all times.
  • defend equal opportunities and promote a welcoming and diverse student community for all.
  • seek feedback from our customers and respond promptly.
  • We will always greet you and acknowledge your arrival with a smile ensuring you are served as quickly as possible.
  • We will serve you your lunchtime meals within 15 minutes from ordering, or let you know of any potential delays before you order.
  • We will provide you with the best social spaces at the College with a wide range of events with something for everyone.
  • The range of products we offer will be regularly reviewed to ensure we are providing you with the products you want.
  • Our prices will be competitive, with regular promotions on both alcoholic and non-alcoholic drinks.  
  • We will always offer the best value non-alcoholic drinks served in campus bars.  
  • We will regularly let you have a say in the products we sell and items we have on our food menu through feedback and polls.
  • We will provide you with the best range of events and entertainment at the College that cater for our diverse membership.
  • We are passionate about supporting our student Clubs, Societies & Projects in holding social events and entertainment in our venues prioritising them wherever possible. 
  • We will serve all customers with respect and courtesy as quickly as possible.
  • Our product range will be the best on campus always offering great value with monthly offers and new products based on your feedback.
  • Our products and services will be accessible to all; customers will always be able to order via telephone, email and our website.
  • We will always greet you and acknowledge your arrival with a smile ensuring you are served as quickly as possible.
  • We will ensure that the h-bar is a great social space for Postgraduates and staff.
  • We will serve you your lunchtime meals within 15 minutes from ordering, or let you know of any potential delays before you order.
  • The range of products we offer will be regularly reviewed to ensure we are providing you with the products you want.
  • Our prices will be competitive, with regular promotions on both alcoholic and non-alcoholic drinks. 
  • We will always offer the best value non-alcoholic drinks served in campus bars. 
  • We will provide a dedicated team that will respond to all queries, and work personally on your events, ensuring a smooth delivery.
  • All enquiries will be acknowledged as soon as possible. If you send us an email we will respond within one working day.
  • We will provide competitive rates for our hires compared to the local area.
  • We will ensure we accommodate any dietary requirements.
  • A function sheet will be given to you before your event, giving you clear, jargon-free information about all timings, equipment, staffing and catering needs. There will be no hidden costs.