But the tribunal heard neither Ms Jones nor the customer was interviewed, no notes were produced by Mrs Smith and no written account of the decision was made.

[…]

The judge said: "The disciplinary process and the dismissal were a sham designed to placate the customer.

What I know about HR is that the employer actually has a tonne of leeway to get rid of people as long as they can demonstrate they have followed a proper process with an audit trail.

The reason this person was fired that’s mentioned in the headline (which I think isn’t unreasonable - of course you can’t call the customer a twat!) is kind of irrelevant here, it’s the fact the employer didn’t run a true process to back up the decision that has got them.

NIMBYs’ excuses are becoming more and more elaborate.