As a food provider, receiving an allegation of food poisoning can be a worst nightmare come true. However, once you receive a complaint, it is important to handle the situation correctly.

An allegation of food poisoning may come directly from a customer or it could have been reported to an Environmental Health Officer.

If it comes directly from a customer, it is essential that you are prepared in advance for this situation so you can handle it appropriately.

  1. Take the allegation seriously.

It is important to take the allegation seriously, however, it is also important to not admit liability at this stage nor deny the allegation. Avoid statements such as ‘No one else has complained’ or ‘It doesn’t usually take x hours for the symptoms to develop’ and don’t suggest it may have been down to the quantity of alcohol or richness of food consumed.

It is important that the customer feels confident that their complaint is being taking seriously. Arrange for the manager to speak to the customer and reassure them that as a company you take such allegations seriously, and you intend to follow your internal procedure to investigate the situation fully.

Whilst there is an increasing trend towards a ‘compensation culture’ most customers simply want to feel you are taking them seriously. Responding appropriately at this stage can diffuse anger and even improve the relationship with the customers.

     2. Fact Finding

This initial contact is the perfect time to gather as much information as possible to help you with your investigation – while the details are fresh in everyone’s minds.

Along with the customer’s name and contact details, some important questions to ask include:

  • What did they eat?
  • When did they eat the food?
  • When did the symptoms start?
  • What symptoms did they have?
  • How long did they have the symptoms for?
  • Did anyone else in their party have similar symptoms and what did they eat?
  • Have they seen a doctor – if not, suggest that they do as the doctor could take a faecal sample to determine what micro-organism has made them ill.
  • Have they reported their illness to the EHO – if not consider whether you need to.

GH Training Solutions have developed a standard form you can use in this situation to ensure nothing is missed out. Download it for free here: Alleged FP Form

If the allegation has come from the EHO, much of this information would have been collected and passed on by the EHO. It is also very likely that this allegation will prompt a visit by the EHO.

   3. Your Immediate Actions

Based on the information you gather from the customer, or are presented with from the EHO, consider whether you should stop serving the food that was alleged to have caused the food poisoning. If you do, don’t throw it away instead quarantine and label it in case it needs to be tested.

   4. Internal Investigation

Be proactive and consider what you can do to help the EHO with their investigation. Do remember that the EHO’s first priority is to ensure that no one else gets sick. This is about working together to determine what went wrong and if there is any danger.

Look at the journey the food took and collect relevant documentation and information.

  • Where did it come from – which supplier?
  • When was it delivered, where was it stored and for how long?
  • What processes did it go through? When was it prepared and/or cooked?
  • How many other people ate the food?
  • Who was on duty and who prepared the food – have they been ill recently?

You should assist the EHO fully and cooperate with them. If things are looking serious consider whether it would be best to close until the investigation is over.

Follow the instructions of the EHO with regards to when you can reopen, restock and even clean the premises. Depending on your findings, you may want to consider refresher Food Safety Training for your team members.

   5. The Follow Up

Once your investigation is complete, do go back to the customer to tell them the outcome of your investigation. It’s not what goes wrong that counts, but how we dealt with it afterwards that is remembered.

 

This can be a stressful process. If you need additional support or guidance on the best way to handle the situation or determining the remedial actions required, please consider my consultancy services, or call me on 02380 993866 for a confidential conversation.

What Our Customers Say About Us

As an experienced trainer myself, I recognise and recommend the quality of Ghislaine's training and style of delivery, particularly the way she met the individual needs of everyone on the course and made sure that we were fully engaged and able to share our own knowledge in a supportive and positive environment.

Rod Carver - Level 3 Food Safety Attendee

GH Training Solutions
5.0.0
2019-02-01T12:23:29+00:00

Rod Carver - Level 3 Food Safety Attendee

As an experienced trainer myself, I recognise and recommend the quality of Ghislaine's training and style of delivery, particularly the way she met the individual needs of everyone on the course and made sure that we were fully engaged and able to share our own knowledge in a supportive and positive environment.
Your passion for the subject and knowledge you imparted to my team will no doubt make a huge difference as they go about passing this on to our franchisees and their team members in our stores. My team spoke very highly of their time with you and I can see the confidence boost your course has given them in this critical area of expertise

Laura Carter

GH Training Solutions
5.0.0
2018-07-02T14:55:54+01:00

Laura Carter

Your passion for the subject and knowledge you imparted to my team will no doubt make a huge difference as they go about passing this on to our franchisees and their team members in our stores. My team spoke very highly of their time with you and I can see the confidence boost your course has given them in this critical area of expertise
FB-AVAK have used GH Training Solutions several times in the past year, and have always found the courses to be interesting and informative. Ghislaine has a way of making courses fun, even when the subject matter (Health & Safety) can occasionally be a bit dry.

I would highly recommend GH Training Solutions for any business looking for staff training.

Phillip Harben

GH Training Solutions
5.0.0
2018-07-02T15:01:47+01:00

Phillip Harben

FB-AVAK have used GH Training Solutions several times in the past year, and have always found the courses to be interesting and informative. Ghislaine has a way of making courses fun, even when the subject matter (Health & Safety) can occasionally be a bit dry.
At Southern Co-op, we have worked with Ghislaine (GH Training Solutions) for several years and have continued to be impressed by her professionalism. Ghislaine communicates well, from the initial joining instructions right through to the course results, which have always been excellent. Our colleagues talk favourably about Ghislaine's teaching methods and how much they enjoy her courses which take place in a pleasant, relaxed environment.

Linda Masterman
Academy Training Manager
Southern Coop

GH Training Solutions
5.0.0
2019-04-01T18:05:56+01:00

Linda Masterman
Academy Training Manager
Southern Coop

At Southern Co-op, we have worked with Ghislaine (GH Training Solutions) for several years and have continued to be impressed by her professionalism. Ghislaine communicates well, from the initial joining instructions right through to the course results, which have always been excellent. Our colleagues talk favourably about Ghislaine's teaching methods and how much they enjoy her courses which take place in a pleasant, relaxed environment.
10
4
Do you have a question? Need advice or not sure where to start?
All courses are accredited by Highfield, one of the UK's leading awarding bodies for vocational qualifications and work based learning