We deal with a number of food complaints from members of the public and they can be categorised as follows:
Foreign body complaint
Finding a foreign body in food bought from a retail outlet or in a meal at a restaurant can be an unpleasant experience. This type of complaint could include:
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nuts and bolts
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metal washer
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hair
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mouldy food
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insects
Complaints that cause illness
Some complaints come from people alleging that the food they have eaten out or bought and eaten at home has given them they symptoms of food poisoning. Please visit the Infectious Disease Control pages for further information.
Labelling
All food items will carry a date of durability. This will either be a ‘best before’ date or a ‘use by’ date. The Best Before date is the date up to and including which the manufacturer expects the food to remain at peak quality, providing it has been stored properly. Food may still be edible after this date, but its appearance and quality could suffer.
The use by date is a clear instruction that the food should be used by the end of the date given on the label. Foods that have a ‘use by’ date must be removed from sale once that date has passed.
Concerns over ‘use by’ dates on products should be directed towards Trading Standards (this page opens in a new window).
Dealing with your food complaint
For us to deal with your food complaint you must have bought it within the Borough of Guildford.
As a customer you have two options:
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Return the product/foreign body to the retailer/manufacturer; or
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Bring your complaint to the Food Safety Section of the Environmental Health and Licensing Services.
When you pass the complaint over to us for investigation you will be given:
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A receipt as confirmation of your acceptance to allow us to deal with the complaint;
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The name and telephone number of the officer dealing with the complaint;
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A summary sheet of the proposed action detailing timescales for the investigation.
If you bring the food complaint to the Council Office please ensure you:
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Keep the food, any wrapping and receipt;
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Where applicable, avoid handling the foreign body found in the food item;
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Keep perishable foods in the fridge or freezer to prevent deterioration;
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If the item of food is one of a pack, bring these in also.
It may take several weeks for the Investigating Officer to collect all the information necessary in order to decide what action is appropriate. Appropriate action may result in informal advice to avoid a recurrence or formal action against the company.
Please note that Guildford Borough Council only investigates the criminal aspect of the complaint. We will not seek to obtain or otherwise negotiate any compensation or redress for the complaint or complaints about food premises.
Complaints about food premises
We investigate complaints about food premises within the Guildford Borough. We only investigate complaints that relate to a food safety issue. We do not investigate complaints about customer service or quality or food price. This is dealt with by Trading Standards (this link opens in a new window).
Type of complaints that we investigate include:
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Poor levels of cleanliness noted in kitchens - food storage risks
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Poor food handling practices
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Sighting of pests/vermin in food premises
Should you wish to complain about a premises within the borough you may contact Environmental Health and Licensing Services using the details at the bottom of this page.
Complaints about our service
You might want to complain if you are not happy with something we (or someone acting for us) have or have not done or the standard of service provided by us.
Stage 1 - If you are unable to resolve your complaint with the officer concerned, in the first instance you should put your complaint in writing to the Principal Environmental Health Officer, where it is hoped that we can settle the complaint quickly and informally.
Stage 2 - If you are not satisfied you should put you complaint in writing to the Chief Officer responsible for the service.
Stage 3 - If you are still not satisfied you may write to the Chief Executive.
Stage 4 - Once you have been through our complaints procedure, if you are still not happy you can contact the Ombudsman.
Ombudsman
Millbank Tower
Millbank
London
W1P 4QP
Tel: 020 7217 4620 or 020 7217 4621
Email:custserv.lon@lgo.org.uk
For any further information please contact Environmental Health and Licensing Services.
Environmental Health and Licensing Services
Guildford Borough Council
Millmead House
Millmead
Guildford
GU2 4BB
Tel: 01483 444371
Fax: 01483 444546
Email: environmentalhealth@guildford.gov.uk
Web: Ombudsman's website (this link opens in a new window)