Lewes District Council

Food Complaints

Foreign objects in food are a common complaint. They are not nice but not all pose a health risk.

We receive many complaints regarding food each year. We do not get involved in compensation claims. This must be taken up with the manufacturer and if necessary the civil courts.

We will deal with food complaints that pose a public health risk. This means:

Food that is not safe to eat or actually makes you ill.
Food that is so contaminated that it could not reasonably be eaten, e.g. a mouldy pie.
Food containing a foreign object

In order for us to take formal action there has to be a public health risk and a good chain of evidence. We also need evidence the company concerned has not taken all reasonable steps to prevent the problem.

East Sussex County Council Trading Standards also investigate food complaints. They deal with:

Chemical contamination of food and improper use of additives
Composition of food e.g. sausages must contain a minimum percentage of meat
Adulteration of foods
Labelling offences, and misleading claims
Quality and nature of food e.g. cod sold as haddock.

Making a complaint

Keep receipts (not essential but helpful) and obtain the exact name and address where the food was purchased. Keep the food in the wrapper and container.

Perishable food should be kept under temperature control and read the label for best before and instructions for use.

Don’t be tempted to handle or pull out any foreign object found in the food. It is best to leave it in place. Don’t put the food in a place where further deterioration or contamination could take place.

Direct complaints

For minor problems it is best to complain directly to the company who sold the food. This could be if you are not fully satisfied with the product and merely want your money back.

Most large supermarket chains have an efficient quality control and complaint procedure. This enables customers to submit an unsatisfactory food complaint and obtain a refund.

Common complaints

Field insects

Insects that live naturally in fields may be harvested along with fruit and vegetables. These insects and grubs are killed and sterilised if the product is canned. They are no risk to public health. If this should occur, contact the retailer.

Wasps & Fruit Flies

These are common in tins of fruit. They are naturally associated with ripe fruit and do not carry disease. They are no risk to public health. If this should occur, contact the retailer.

Mould

Dented, damaged or incorrectly processed tins may allow mould growth to occur. This could indicate an error in production or storage. There is a possible public health risk. Do not eat the food and report to the retailer.

Seafood

Luminous bacteria can sometimes be found on seafood such as crabmeat, cooked shrimp, prawns and simulated seafood products made from surimi. When seafood glows it means that luminous bacteria are present but does not mean the seafood is unsafe or of low quality. There are no reports of illness from luminous marine bacteria growing on seafood. They are no risk to public health. If this should occur, contact the 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. They are no risk to public health. If this should occur, contact the 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. They are no risk to public health. If this should occur, contact the retailer.

Meat skin and bone

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.

Stones, 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. There is no public health risk. Simply 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.

Bakery 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. They are no risk to public health. If this should occur, contact the 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. They are no risk to public health. If this should occur, contact the retailer.

Dried Foods

Insects

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.

This is not a public health risk. 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/Confectionery

Bloom

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. They are no risk to public health. If this should occur, contact the retailer.

Crystals

Large crystals may form in confectionery and may be mistaken for glass. The crystal will dissolve in warm water. They are no risk to public health. If this should occur, contact the retailer.

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