Food Complaints
WHAT IS A FOOD COMPLAINT?
If you bought food from a shop, or had a meal at a restaurant or café and found it contained something that shouldn’t be there, for example plastic or hair, then this can be classed as a food complaint.
Environmental Health Departments also investigate complaints about hygiene standards in food businesses.
WHO SHOULD I CONTACT IF I WANT TO MAKE A FOOD COMPLAINT AGAINST A SHOP, RESTAURANT OR CAFÉ?
Environmental Health Departments deal with investigating food complaints such as:
- Food containing foreign bodies, e.g. insects, metal or glass.
- Food that is mouldy.
- Food that is contaminated or unfit to eat.
- Hygiene standards in Food Businesses
Trading Standards Departments who are based at either Devon County Council or Unitary Authorities (Torbay or Plymouth City Council) deal with complaints such as:
- Food that is past its use by date, unless the food is unfit, then the Environmental Health Department will deal with it.
- Complaints about the quality of food.
- Labelling and false description of food.
HOW DO I MAKE A FOOD COMPLAINT?
To make a food complaint, you must contact the District Council in which you made your purchase.
If you wish to make a complaint about some food which you have purchased or a business you have visited contact the Environmental Health Department.
WHAT WILL HAPPEN TO MY FOOD COMPLAINT
Once the officer investigating your complaint has collected the relevant information, the most appropriate action will be determined by reference to national and local guidance on food safety. You may find that your complaint has been referred to another Authority to investigate if it has been purchased outside the Local Authority’s area or should be dealt with by another agency such as Trading Standards Departments or the Meat Hygiene Service.
In many cases, action taken will be informal. The investigating officer will give you an explanation of the outcome of the investigation and with your agreement disclose your details, i.e. name, address, etc. to the food business concerned. The Customer Services Section of most major food companies like to contact customers to provide assurance of the quality of their products. In other cases, the investigating Authority may wish to deal with matters in a more formal manner and take legal action. When this is necessary you will be requested to produce formal statements and further details may be requested from yourself.
It may take several weeks for the investigation to collect all the necessary evidence on which to decide what action is appropriate. You will always be kept informed of the outcome of the investigation and this is normally done in writing.
CAN I GET COMPENSATION?
The Council will not attempt to gain compensation on your behalf, as this is a matter between the complainant and the retailer or the manufacturer.
