Luton Borough Council

Common food and hygiene complaints we don’t deal with

No matter how good a manufacturer, or supplier of food is, there will be occasions when something goes wrong and the food sold is not acceptable to the customer.

For relatively minor problems it is best to complain directly to the company that sold you the food. Most large supermarket and restaurant chains have an efficient quality control and complaints procedures to enable customers to return unsatisfactory food and obtain a refund.
They typically log these complaints and refer them to their suppliers, who can then identify trends, resulting in remedial action.

What we do not deal with

Food quality - e.g. mouldy or charred bakery products, bruised fruit and vegetables, bones in meat or fish, ‘bloom’ in chocolate, bakery char.

Advice - return the product to the retailer or manufacturer.

Tinned goods - contamination by grubs or mould contamination where the seal of the tin has been damaged.

Advice - return the food to the retailer.

Drinks - taste and smell tainted or where the containers are swollen.

Advice - sometimes during the manufacturing process the seal of the bottle or carton might become damaged. This could lead to the growth of mould in the beverage which will make it taste and smell foul. Generally it is not a health risk so we advise you return the product to the retailer.

Fruit and vegetables - stones, soil, slugs or green fly in fresh fruit and vegetables.

Advice - wash all fruit, vegetables and salad items thoroughly before eating.

Food being sold past the best before date.

Advice - this is not a food safety risk, return the product to the retailer if you are not satisfied with the quality.

Pest activity - outside food businesses.

Advice - your complaint will be logged and it will be followed up at the businesses next routine inspection.

Other food hygiene matters we do not deal with

Initial refuse and odour complaints

Advice - the business will be advised in writing and the complaint will be followed up at the businesses next routine inspection unless there is a reoccurrence.

Food labelling complaints

Advice - the complaint will be followed up at the businesses next routine food standards inspection.

Isolated cases of suspected food poisoning

Advice - visit our suspected food poisoning section.

Anonymous complaints where there is no public health risk.

Poor customer service