How to complain about food wherever it has been bought from
Most of the time when we buy meals there are no problems but sometimes things go wrong. So, what are your rights and how do you assert them so you always get redress?
How to complain about food from a shop
Under the Consumer Rights Act 2015 (CRA) you are entitled to products that are of satisfactory quality, match the description and last a reasonable length of time. If the bread that you have bought is mouldy, for example, then you are entitled to a full refund, as clearly it is not of satisfactory quality. It is illegal for a retailer to sell products after the “use by” date but not the “Best before” date, as this is only a guide.
“Use by” date often referred to as “sell by date” is about food safety and “Best before” is about quality. More on this on the Food Standards website.
Take the item back for a full refund. If you bought the item through your supermarket delivery then contact customer services via email, so you have your evidence trail. Often more efficient is a tweet with a picture of the item where the matter will go into Direct Messaging and the refund will be put onto your account.
See Top 20 Tips on how to complain effectively.
How to complain about fast food
You are entitled to services carried out with reasonable skill and care, under the CRA. If the order arrives late or not as you ordered, you can reject it. You have a right to a discount on the order if you decide to keep it.
Take a picture of the delivery with the time, making copies of any evidence showing the delivery time. Always make a note of the time you placed the order. Write to the company to which you paid the money. Your contract is always with company to which you paid the money, so the delivery firm or the food outlet, if you ordered direct.
State that the company is in breach of the CRA and that if you are not fully satisfied with the response then you will take the matter further which will include but not be limited to, informing Trading Standards and detailing your experience on relevant review sites.
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How to complain about meals out
A booking for a meal should be honoured. If it is not, speak to the manager and try to come to an agreement, perhaps a free drink while you wait for a table to be free. Ensure you inform the manager that you will be taking the matter further to claim compensation if they don’t do this. If the booking was for a special occasion and you told the establishment what it was, then this could be reflected in any claim. You can claim for loss of enjoyment and disappointment, as well as for out of pocket expenses, such as travel.
Do try to find an alternative place to eat and show evidence of your attempts when complaining at the time and during the follow up.
If there is something wrong with the food, don’t eat it!
You do have the choice of refusing a replacement course and deducting the price of the unsatisfactory item from your bill.
You are legally entitled to not pay any service charge if service was poor. If the charge has been absorbed into the meal then you can deduct a reasonable amount, such as 10%. Again, use the CRA in relation to services being carried out with “reasonable skill and care”.
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How to complain effectively about eating out and in
- It is always best to complain in writing, rather than phoning, so you have a record of your evidence. However, when complaining about food in the restaurant, takeaway etc. you’re most likely to be doing it in person. If you are not satisfied with the response you can then put the complaint in writing to the manager, CEO of the chain
- Always be polite and calm. Staff will not listen to you if you are being rude and aggressive.
- In most situations complaining about products and services you should make it clear what it is you want. For example, a full refund, repair, replacement, apology, etc. However, with meals this can be trickier. You should explain what is wrong and the impact on you. For instance, if two out of five meals came out very late then that’s ruined your family meal together. In these situations it’s best to see what the manager will offer and then negotiate. It could be a voucher or a full refund, for example. In most cases it will be something acceptable. If not, reiterate issues politely and request something more.
- If the provider is unwilling to give you acceptable redress, then mention the law to show you mean business and know your legal rights. For example, “Under the Consumer Rights Act 2015 I am entitled to services to be carried out with reasonable skill and care. Serving five meals all at different times is not using reasonable skill and care.”
- If a restaurant refuses to give you anything, and you feel uncomfortable deducting an appropriate amount, write “paid under protest” on the bill, take photos of any evidence and escalate the matter when you are back home.
Further advice about food
How to complain food – restaurants/hotels, fast food & shops
Further help with complaining effectively
For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
Want to get better at complaining? See 101 Habits of an Effective Complainer
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