Food complaints

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Date updated: 18/01/2023

It is an offence to place food on the market which fails to comply with food safety requirements: eg the food is unfit for human consumption or is so contaminated that it would not be reasonable to expect it to be consumed in that condition.

For more information read The General Food Regulations 2004, published on Legistation.gov.uk

Investigating complaints

The City Corporation will take a common sense approach to investigating complaints, choosing sensible action, appropriate to the risk and the need for public protection. We will investigate complaints about food purchased or made within the City of London. The level of investigation will depend upon the nature of the complaint, the risk posed to health, the professional judgment of the investigating officer and previous knowledge of similar complaints.

We acknowledge our duty to investigate but we will consider food complaint incidents in the overall context of the total production, supply and sale of food in the UK. This means we will consider the priority to be placed on investigating complaints when compared with the proactive inspection of food premises where concentration on the improvement of hygiene and food standards controls could result in more effective public protection.

An investigation may range from visual examination and identification of a foreign object to in-depth analysis of the food, carried out by a Public Analyst. Deciding whether the complaint requires further investigation is based on the nature of the concern, the risk presented to health and the need for public protection.

Compensation

We cannot get a refund for your food and it is your decision as to whether to pursue the food complaint through us or to return it to the place of purchase for the supplier to carry out an investigation.

The issue of any compensation is not dealt with by the service we provide. You can approach the retailer/producer directly or to seek you own legal advice. CityAdvice offers free advice to people who live work or study in the City of London. They may be able to help you understand your rights and how to take your complaint forward.