With so many food premises operating in Bassetlaw, it is not
surprising that occasionally a member of public might have a
concern relating to the actual foodstuff
purchased or about the standards operated within a particular food
Food Premises Complaints
The Food Safety Team can only investigate
complaints about food premises which relate to food safety, and
that are within the Bassetlaw area. If your complaint is
about a food premises outside the Bassetlaw District then you will
need to contact the local authority where the food premise is
We are unable to investigate complaints about
the price of food, quality of food or poor customer service.
Please contact Nottinghamshire County Council
Trading Standards Department via Consumer Direct if you
wish to make this type of complaint.
Things that we will investigate include:
- people smoking in kitchens, store rooms or preparation
- pets or animals in kitchens, store rooms or preparation
- sightings of vermin or pests on food premises
- poor levels of cleanliness in kitchens, store rooms or
- poor food handling practices
- accumulations of refuse on food premises
If you would like to make a complaint about a food provider in
the Bassetlaw area please contact us on 01777 713764 or by
completing our online enquiry form.
We receive many complaints relating to food each
year. Foreign objects in food are a common complaint but not
all pose a health risk. Our guidance information provides
advice on some of the most typical food complaints, together with
short explanations and suggestions for the best course of
If you have considered our guidance and wish to make a
complaint about a foodstuff you have purchased, the following
information will be of help.
Who should I complain to?
Your first port of call should always be the
manufacturer, supplier or shop where you bought
the food. A prompt complaint to the retailer or manufacturer
will ensure that the manufacturer can recall any product if
necessary, and will give you the best chance of having your
complaint dealt with quickly.
Instances where it is appropriate to contact the manufacturer
- If you are not fully satisfied with the product and you just
want your money back Most large supermarket chains have efficient
quality control and complaint procedures, so customers can return
unsatisfactory foodstuffs and get a refund The supermarket logs
these complaints and refers them to their suppliers, who can
identify trends and take appropriate remedial action
- The complaint is not of a serious nature, e.g., a part of a pea
pod in a can of peas, or a "flat" carbonated drink
- You are not sure when and where you purchased the product, or
you are not sure where and how you stored it
We will deal with
Food complaints that pose a public health threat, such
- Unfit food, e.g., decomposing meat, food poisoning (Salmonella,
- Food that is so contaminated that it could not reasonably be
eaten, e.g., heavy mould growth on cheese
- Food which contains a foreign object, e.g., a bolt in a loaf of
Please note that the Environmental Health Service does
not get involved in any compensation claims. This is a matter
you must take up yourself with the manufacturer and the civil
courts if necessary.
Nottinghamshire County Council Trading Standards also
investigate food complaints.
I am unhappy with the response
If you are unhappy with the response from the manufacturer
and/or believe your complaint poses a public health risk, you
- Contact the us on 01777 713764 or by completing
our online complaints form
- Keep receipts (not essential but helpful)
- Obtain the exact name and address of where the food was
- Keep the food in the wrapper and container
- Keep perishable food under temperature control (especially if
your complaint involves decomposition or "off" smells and
- Keep all of the food, packaging or foreign object
If you would like to make a complaint about a foodstuff purchased in the Bassetlaw
District please contact us on 01777 713764 or complete our
online complaints form.
What we will do to investigate your
We will investigate your concerns by the most appropriate
means. This may mean that the complaint is referred to
another local authority for investigation if the food was produced
outside of Bassetlaw.
Food complaints are often complex in nature and require liaison
with many parties. They may therefore take a considerable
period to resolve.
Many food complaints are dealt with by the provision of advice
of guidance to the food business or manufacturer. These food
businesses often want to contact complainants to apologise for the
incident. We will therefore ask, before we release that type
of information, if you want your details to be released to the
company concerned so that they can contact you directly.
In certain circumstances formal action may be appropriate.
In order for us to take formal action there will have to
- A public health risk
- A good chain of evidence
- No reasonable defence from the company concerned as to why the
The action taken will also need to comply with the department’s
Enforcement Policy. If formal action is to be pursued, you
will be asked to make a witness statement and may have to give
evidence in court.
A member of the Regulatory team will keep you informed regarding
the status of your complaint and our investigation. When it
is concluded we will contact you to explain what the outcome
Related information may be found on the
trading standards website
Last Updated - 12/03/2013