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    dd01 Customer Feedback v3

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    Khalid Salem
    This document outlines procedures for handling customer complaints regarding food quality or safety issues. When a complaint is received, staff should gather information from the customer but not accept liability. The manager must then investigate the complaint, identify the cause, communicate findings to the customer, and withdraw or isolate any affected food. If issues present a serious risk, the manager must also report the complaint through an online reporting system. Investigations may be requested to prevent future complaints and ensure food safety.

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    © All Rights Reserved
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    dd01 Customer Feedback v3

    Uploaded by

    Khalid Salem
    14 views2 pages
    This document outlines procedures for handling customer complaints regarding food quality or safety issues. When a complaint is received, staff should gather information from the customer but not accept liability. The manager must then investigate the complaint, identify the cause, communicate findings to the customer, and withdraw or isolate any affected food. If issues present a serious risk, the manager must also report the complaint through an online reporting system. Investigations may be requested to prevent future complaints and ensure food safety.

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    dd01_customer_feedback_v3

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    This document outlines procedures for handling customer complaints regarding food quality or safety issues. When a complaint is received, staff should gather information from the customer but not accept liability. The manager must then investigate the complaint, identify the cause, communicate findings to the customer, and withdraw or isolate any affected food. If issues present a serious risk, the manager must also report the complaint through an online reporting system. Investigations may be requested to prevent future complaints and ensure food safety.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    14 views2 pages

    dd01 Customer Feedback v3

    Uploaded by

    Khalid Salem
    This document outlines procedures for handling customer complaints regarding food quality or safety issues. When a complaint is received, staff should gather information from the customer but not accept liability. The manager must then investigate the complaint, identify the cause, communicate findings to the customer, and withdraw or isolate any affected food. If issues present a serious risk, the manager must also report the complaint through an online reporting system. Investigations may be requested to prevent future complaints and ensure food safety.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    SECTION 8 - DUE DILIGENCE

    DD/01: Customer feedback

    1.0 Introduction
    1.1 The customer feedback procedure has been designed to aid the effective reporting of food that
    does not meet safety or quality standards, irrespective of whether it has been discovered during
    preparation, service or as a direct result of customer feedback.
    1.2 This procedure shall be implemented when food has been identified as being affected by one or
    more of the following:
     physical contamination e.g. glass, string, wood, metal, plastic, cigarette ends, plasters, stones,
    insects, rodent droppings, bodily fluids etc.
     chemical contamination - for example; cleaning agents, pesticides, transfer of metals from
    cooking vessels to food, perfume, aftershave etc.
     bacterial contamination - where ready-to-eat foods may have come into direct contact with
    raw foods such as; meat, poultry, fish and vegetables and there is reason to believe that such
    food has become contaminated with either blood, juices and/or soil.
     unfit food - for example; food that is decomposed, discoloured, slimy, mouldy, smells off or
    food that is out-of-date.
    1.3 All customer complaints shall be handled in an appropriate and timely manner to prevent a
    recurrence or further customer dissatisfaction.
    1.4 On receipt of a complaint the manager should not accept liability in any way, but should reassure
    the customer that a full investigation will take place and that any findings will be communicated to
    the customer.

    2.0 Action to be taken following a customer complaint


    2.1 This procedure must be used in respect to dishes produced on-site and products bought in.
    2.2 Upon receipt of a customer complaint the recipient should gather as much information as possible,
    using the form DD/02: Customer feedback report - food safety.
    2.3 Any affected food shall be retrieved along with the contaminant, if appropriate; such food must be
    labelled and isolated in readiness for further investigation.
    2.4 The person dealing with the complaint must inform their immediate line-manager.
    2.5 The appropriate manager must decide whether or not the issue presents a serious threat to other
    customers, if there is potential for further complaints then the affected food must be withdrawn
    from use and/or sale, labelled, isolated and secured in readiness for further investigation.
    2.6 The manager shall endeavour to identify both the ‘immediate’ and ‘root’ cause of the complaint
    and communicate any findings to the complainant.
    2.7 Any food-related complaint must also be reported on-line using the SHE Assure reporting system.
    2.8 As a result of any such complaints the manager and/or appropriate Health & Safety Adviser may be
    requested to undertake a full investigation.

    Version Date of issue Author Endorsed by


    V3 June 2019 Graham Day; Health & Safety Adviser Graham Hakes; Senior Health & Safety Adviser
    Page | 1
    SECTION 8 - DUE DILIGENCE

    Page | 2

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