Complaining about a food business
If you have concerns about the food hygiene standards within a food premises, the food you have purchased or been served you can inform us of your concerns.
Please also see the frequently asked questions for common concerns that are raised.
The Food and Safety Team can investigate all food hygiene matters.
We do not accept anonymous complaints. You will have to provide your name and contact details. All your details will be kept confidential and will not be released.
If you are concerned about food handling practices or standards of cleanliness in a food business you can make a complaint by completing the Complaint record form or alternatively by contacting us.
If you think you have food poisoning, please see our food poisoning page.
For more serious complaints we may take court action in which case you may be required to give evidence in court.
Before making a complaint please see the frequently asked questions to see if this resolves the issue.
We are unable to carry out an investigation if you no longer have the food, the foreign object or the food packaging.
If you have found a foreign object in your food don’t remove it – leave it where it is.
If the food is perishable and you cannot contact us immediately, it is advisable to keep the food in the fridge or the freezer with the foreign object still in place along with the original packaging. Please contact us on 01332 640779 or email foodandsafety.duty@derby.gov.uk.
We investigate the complaint on a criminal basis and cannot get a refund or compensation for your food.
For civil advice please contact Citizens Advice and Consumer Service on 0808 223 11 33. Alternatively, you can access the Citizens Advice and Consumer Service website.
It is your decision whether to pursue the food complaint through us or to return it to the place of purchase or the manufacturer for them to carry out an investigation.
If you allow us to investigate the complaint we will not be able to return the food to you.
If you suspect you have food poisoning or a food-borne illness you must visit your doctor to submit a faecal sample. This is the only way to confirm you are suffering with food poisoning as many non-food illnesses, such as viruses, have similar symptoms.
We are notified of any confirmed food poisoning cases within Derby. Upon receipt of the notification we will contact you, normally via post, to request a that a questionnaire is completed to take a food history.
Dependent upon the type of food poisoning the incubation period can be up to 15 days therefore it is often not the last thing you ate which caused food poisoning.
For further information on food poisoning, please visit our food poisoning page.
The level of investigation will depend upon the nature of the complaint, the risk posed to health, the professional judgement of the investigating officer and previous knowledge of the history of the food business.
The investigation may take up to six weeks or longer.
At the end of the investigation the officer will contact you to inform you of the findings and let you know if further action is being taken.