Food complaint handling

Allegations of food poisoning (AFPs), allergic reaction or contamination accusations are an unwelcome but occasional experience in the world of restaurants, catering and hotels.

It’s understandable that it might feel like a bit of a disaster if that lands on your doorstep. But it doesn’t have to be. When you choose to work with the team of food safety consultants at Food Alert, you’ll have us on hand – any time of day or night – to guide you through the process.

How we support you with your food complaints

• Instant advice when you need it – When you receive notice of a food complaint, our team is just a phone call away to advise and deal with it on your behalf, so the burden is lifted right off you!

• Support with customer communications – As part of our food complaint handling service, we’ll contact the guests involved, discuss their experience, and gather all the relevant information needed for an investigation. Then we’ll take the time to chat with you and your staff to establish preparation methods as well as flag any areas of concern that might come up further down the line.

• An action plan tailored to your business – Then you’ll get a thoroughly researched action plan that we’ll roll out with you and your team, as well as communicate with your customers to let them know the findings of the investigation. All of this, along with detailed case tracking is visible to you via our Food Complaints module,Alert65.

And we’re always just at the end of a phone throughout the whole process so you’ve got the peace of mind that a dedicated team of experts are looking out for you!

The Process

1. Full incident management

Our team will take the burden off you from notification all the way through to investigation and follow-up.

2. Information gathering

We will contact your guest on your behalf – representing your business in a professional and empathetic manner – to gather any relevant information

3. Working with your team

We’ll take the time to understand your team, understand their food preparation processes and take a deep dive into working practices that may be relevant to the allegation

4. Lab analysis

If we think the allegation requires it, we’ll send food samples to an independent laboratory to be analysed.

5. Your personalised action plan

Following our detailed analysis, we’ll provide you with a full report of our findings, an action plan for your business going forward as well as follow-up communication with your customer.