Complaints about food you have eaten in a café, restaurant or other food premises are dealt with by the Food and Health team. You will be asked to give details of the premises, details of the complaint, the date and time of your visit and your contact details. We will investigate your complaint. If you have bought food that you feel is unacceptable, you can:
- Return it to the retailer directly
- Return it to the manufacturer
- Make a formal complaint
Making a formal complaint
If you wish to make a formal complaint you should contact us. You will be asked to:
- Provide information about the purchase, how it was prepared and how it has been stored
- Bring the item to one of our offices (or we can arrange to collect it from you)
You should:
- Refrigerate or freeze perishable food
- Keep any packaging and the receipt
- If the complaint is about an object found in the food, do not remove or handle the object
- Put any remaining food in a clean bag
If you have already had the product replaced or been refunded for it, we can investigate but may not be able to take further action.
Action
We will decide whether to examine the food or to send it for analysis. Evidence will be collected and a decision will be made about what action should be taken. We may decide to advise, issue a warning or prosecute the manufacturer. If we decide to prosecute, you will be asked to provide a statement and may be required to attend court as a witness. If we decide not to prosecute then your details will, with your permission, be given to the manufacturer. They may then contact you regarding your complaint.
Compensation
The retailer, food manufacturer or premises may offer compensation. You will need to contact them directly.