Primi Piatti
And name tarnished

I would like clarity on the following:
1a.when hair is found in a customers plate what is primi suppose reaction.
1b. When another dish is brought and more than one strand of hair is found in a customers plate, what is primi response because management on duty seems to think its the norm, instead of reassuring the client and going to find out the source of the problem.
2.is it managements responsibility when something goes wrong to be able to handle the situation and find out what the root cause is and apologise to the client.
3. Why does primi have a eat safe certificate advertised in the shop window and one on the wall inside the shop if it expired in 2012.
4.Is hygiene a priority and does the owner check up on this.
This was the first time ive had a bad experience at a Primi and it actual tarnished the brands name for me, i am so disgusted with the level of service and hygiene.