Complaints About Food
Food which is sold for human consumption must be safe to eat, free from contamination and must have been prepared in a clean and hygienic manner. If you work in the food trade you have a legal and moral responsibility to your customers.
If you are a customer you are entitled to expect the highest standards. If you would like to make a complaint about food or a food business please contact the authority as soon as possible. Any complaint will be dealt with in confidence but we are not able to assist in any compensation claim.
This Council will investigate complaints about food sold within its area to protect public health and ensure that food and food packaging meets the relevant legal standards. When the food is purchased outside the Council's area, the complainant will be advised of the relevant local authority who should deal with their complaint. In accordance with national guidance standards, we may assist in transferring the food to that authority.
Enforcement duties for food complaints have been divided between the district and county councils as follows:
Fareham Borough Council will investigate complaints of:
- Contamination by micro-organisms or their toxins.
- Contamination by mould or foreign matter / objects.
- Unfit food.
Hampshire County Council Trading Standards will investigate complaints of:
- Chemical contamination or improper use of substances in food so as to pose a risk of injury to health informing the local authority potentially affected.
- Compositional offences, adulteration and misleading claims.
- Poor or improper labelling.
- Food sold after its best before or use by date.
- Poor quality food.
Separate procedures are operated for allegations of food poisoning or food hygiene.
Making a Food Hygiene Complaint
When you make a complaint we will initially need to know:
- Your name, address, telephone contact numbers (mobile, home and work), fax and e.mail contact details as appropriate
- The identity and contact address of the person who discovered the complaint issue, if it was not you
- As much as possible about the complaint, where you bought it, when, the condition of the packaging etc
- The history to the point of discovery, did you have it delivered, did you buy it and take it home, where was the product stored
- What you have done with it and any treatment it has undergone whilst in your possession?
- The name and address of any witnesses who were present when you discovered the problem
- Any ill effects or any injuries that were suffered
- Whether you have been to hospital or contacted your doctor about any ill effects
- Any contact you have had with the vendor or manufacturer
- Any evidence you have including, packaging, the complaint item, residue food, receipts etc
If formal action is considered necessary you will be asked to make a statement and may be asked to attend court and give evidence.
Please note that the Council will not seek to obtain or otherwise negotiate any compensation or redress on the behalf of the complainant(s).
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