We can investigate complaints relating to standards in food premises within the district and food that is unfit, contaminated or contains foreign bodies. eg. insects, metal or glass. A formal investigation of complaints can only be carried out where there is reasonable evidence of a food safety offence.
If you have a complaint;
- Complain to someone at the premises you ate at or purchased the food item from. In many instances this is the best course of action and may result in a refund or replacement
- A food item may be returned direct to the manufacturer who may offer an explanation regarding the problem, along with some form of compensation
- If you consider the complaint could pose a serious risk to public health, you should contact the Food Safety Team here at Taunton Deane Borough Council. If the officer feels the complaint needs investigating, arrangements will be made for you to bring the item here to us at The Deane House and we will ask you to complete of a food complaint questionnaire. We only deal with food complaints about premises within our district
If you would like us to investigate the food complaint then you must have the following information in order for us to carry out the investigation:
- All relevant packaging
- Any remaining food
- Till receipts
- Details of where the item was bought and when
- Details of any contact you have had with the vendor and any response they made to you
- Details of who discovered the problems and any after effects of eating it, if any
Officers will only investigate your complaint from a criminal point of view. Any claims for compensation or refunds are a matter between the complainant and the retailer or manufacturer. However, on completion of an investigation, and with your permission, we can release your name to the food business who may then wish to write or compensate you.
We do not deal with complaints about:
- Food which is past its ‘use by’ date unless the fitness of the food is in doubt
- Complaints about the quality of food
- False descriptions and inappropriate labelling of food and drink
If you have a complaint of this nature you should contact the Citizens Advice Consumer Service (CACS) who can give you guidance and forward your issue on to the relevant body. CACS can be contacted by phone on 03454 040506 or you can report an issue to CACS online.