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You are here: Home > Environment and Planning > Food production and quality > Food hygiene and quality > How to make a complaint about food How to make a complaint about foodContact UsTel: 01273 471600 , Fax: 01273 484451 , Minicom: 01273 484488, Email: lewesdc@lewes.gov.ukYou can visit us at: 32 High Street, Lewes, East Sussex, BN7 2LX Maps: Maps of the Lewes District Read More...Food Complaints | Who should I complain to? | Most common complaints: tinned foods, fish, meat, vegetables & fruit, bakery goods, dried foods, chocolate/confectionery | Dos and don'ts when making a complaint The Environmental Health Service receives many complaints relating to food each year. Foreign objects in food are a common complaint, however not all pose a health risk. The following are typical food complaints together with a short explanation and suggestions for the most suitable course of action. The Environmental Health Service does not get involved in any compensation claims. This is a matter that you must take up yourself with the manufacturer and , if necessary, the civil courts. If you require further advice please contact the Environmental Health Department on 01273 471600 or ehealth@lewes.gov.uk Food ComplaintsNo matter how good a manufacturer, or supplier of food is, there will be occasions when something goes wrong and the food sold is not acceptable to the customer. Who should I complain toEnvironmental Health Service The Environmental Health Service will deal with food complaints that pose a public health risk. The Environmental Health Service does not get involved in any compensation claims. Compensation claims are a civil matter that you must take up with the manufacturer and, if necessary, the courts. Environmental Health will deal with:
Environmental Health Action In order for the Environmental Health Service to take formal action there will have to be:
Any formal action must also comply with the Council’s Enforcement Policy. Trading Standards Trading Standards also investigate food complaints. The type of complaints that they deal with are as follows:
East Sussex County Council Trading Standards may be contacted on 01323 418200 The Shop, Manufacturer or Supplier For relatively minor problems it is best to complain directly to the company that sold you the food, without involving Environmental Health or Trading Standards. Instances where it is appropriate to contact the shop directly are as follows:
Most Common ComplaintsThe following are the most common complaints we receive with the action you should take. Tinned foodsField Insects: Insects that live naturally in fields may be harvested along with fruit and vegetables. Whilst food companies take steps to remove these insects, some will slip through the net. These insects and grubs are killed and sterilised by the canning process. As the use of pesticides decreases, the incidence of these pests will increase. No public health risk Action: Contact retailer Wasps & Fruit Flies: These are common in tins of fruit. They are naturally associated with ripe fruit and do not carry disease. No public health risk Action: Contact retailer Mould: Dented, damaged or incorrectly processed tins may allow mould growth to occur. This could indicate an error in production or storage. Possible public health risk Luminous bacteria can sometimes be found on seafood. Seafood such as crabmeat, cooked shrimp, prawns and simulated seafood products made from surimi are the most common seafoods associated with luminescence or glowing. When seafood glows it means that luminous bacteria are present. It does not mean the seafood is unsafe or of low quality. There are no reports of illness from luminous marine bacteria growing on seafood. No public health risk Action: Contact retailer Codworm: White fish such as cod or haddock may be infested with a small, round brownish yellow worm. These are found in the flesh. They are killed by cooking and are harmless to humans. The affected parts of the fish are usually cut away, but some may be overlooked. No public health risk Action: Contact retailer Glass-like Crystals: Certain naturally occurring elements commonly found in fish may develop into hard crystals during the canning process. These crystals may be mistaken for glass fragments and are called struvite. They are not harmful and will be broken down by stomach acids if swallowed. It is especially common in tinned salmon. Struvite crystals will dissolve if placed in vinegar and gently heated... glass will not. No public health risk Action: Contact retailer if struvite, Environmental Health if glass. MeatSkin, bone etc: Products made from meat and/or poultry may contain small bones, skin, hair, bristles or parts of blood vessels. These are unsightly but rarely a health hazard, as they are normal parts of the original animal. No public health risk Action: Contact retailer Vegetables & FruitStones, soil & slugs Fruit and vegetables commonly have soil, stones or small slugs adhering to them. This is quite normal as they originate in the soil. No public health risk Action: wash fruit and vegetables thoroughly Greenfly: Salad vegetables, especially lettuce, may have greenfly attached. This is becoming increasingly common as the use of pesticides decreases. Greenfly are difficult to wash off but they are not harmful. In fact, they demonstrate that the salad is fresh. No public health risk Action: no action required Mould: Mould growth will naturally occur when fruit and vegetables become damaged and bruised, or if stored for too long. We recommend that you check produce before purchase. No public health risk Action: Dispose of mouldy produce Bakery GoodsBakery Char: Bread and cakes may contain bits of over cooked dough which has flaked off bakery tins. It is not necessarily an indicator of poor hygiene. However it is sometimes mistaken for rodent droppings. No public health risk Action: Contact retailer Carbonised Grease: The machinery used to produce bread and cakes is lubricated with a non-toxic vegetable oil. Occasionally some may become incorporated into dough giving areas of the product a grey/greasy appearance. No public health risk Action: Contact retailer Dried FoodsInsects: Insects like beetles and weevils may infest dried products such as flour, sugar and pulses if these foods are stored for too long. These do not carry disease, but they breed very quickly in warm, humid conditions, and so spread into uncontaminated food very quickly. No public health risk Action: Do not use an insecticide because of the danger of contaminating your food. Dispose of all visibly infested packages in an outside waste bin and thoroughly clean the cupboards using a vacuum cleaner, paying particular attention to crevices. Immediately after use, dispose of the cleaner contents in an outside waste bin. Store new dried goods in airtight containers and ensure good ventilation in storage areas Chocolate/ConfectioneryBloom: Chocolate may develop a light coloured bloom if stored at too high a temperature. It is not mould but is due to fat separation. It is not harmful. No public health risk Action: Contact retailer Crystals: Large crystals may form in confectionery and may be mistaken for glass. The crystal will dissolve in warm water. No public health risk Action: Contact retailer Do’s and don’ts when making a complaintDo
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