Food complaints

If you've bought food that's unsafe or unacceptable, we may be able to help. Our food and safety team investigates complaints that pose a risk to public health.

What we investigate

We look into complaints about:

• unfit or grossly contaminated food
• food containing foreign objects (for example metal, glass, plastic, insects)
• poor hygiene standards at food premises
• food that may have caused food poisoning
• food sold past its 'use by' date

We also investigate suspected food poisoning incidents.

What you can do

If your complaint is not a public health risk, you may be able to resolve it directly with the food business.

You can:

• return the food to the business
• speak to the business owner
• request a refund or explanation

Businesses often carry out their own internal investigations.

How to complain

You can report a food complaint or concerns about the hygiene of a food business.

Email Allerdale: [email protected]

Email Carlisle: [email protected]

Email Copeland: [email protected]

Telephone: 0300 373 3730

All complaints are treated confidentially.

What to include in your complaint

To help us investigate, we will need:

• your name and contact details
• when and where you bought or ate the food
• what the problem is (for example, unusual smell, visible contamination, illness)
• the food item, with packaging and receipt if possible
• photos or other evidence if you have any

If you are unable to bring the item to us straight away, place it in a clean plastic bag and store it in the freezer. Do not send us food items in the post.

You can also report a food safety problem on the Food Standards Agency (FSA) website.

What happens next

When we have received your complaint, we will:

• decide if the complaint might be a public health risk
• investigate the complaint
• inspect the business in question if needed
• keep you informed

Depending on the nature of your complaint, we may ask you to:

• complete a witness statement
• give evidence in court

If you do not wish to do this, please notify the investigating officer.

Compensation and refunds

We investigate health and safety concerns only. We can’t help you get a refund or compensation.

If you want to make a personal claim, we recommend getting independent legal advice.

Visit the Citizens Advice website for advice on your consumer rights.