Food authorities have a responsibility to investigate food complaints passed onto them by consumers.
We can only investigate complaints about items manufactured, purchased or obtained in the Falkirk Council area, but we may be able to assist you in other cases by contacting the appropriate food authority in another part of the country on your behalf.
Making a complaint
If you wish us to handle your complaint, we need to know if you prefer the matter to be dealt with formally or informally. The depth of our investigation is usually much the same in either case. However, where a formal investigation is made we are more likely to require laboratory reports and witness statements. Complainants must be aware from the outset that if they make a formal complaint they may be required to give evidence in court.
If you wish to make an informal complaint and do not want your identity to be revealed to the manufacturer, distributor or retailer of the product, please say so when reporting the matter.
It also helps to have as much information as possible at the start of an enquiry, such as:
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a description of the food (including full product name, size, date code, etc.)
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the name and address of the retailer
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the date and time of purchase
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the date and time the problem was identified
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receipts (if available)
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particulars of witnesses
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the nature of the complaint (e.g. unfit food, foreign body, defective label, etc.)
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a description of how the item was handled and stored after purchase
We also need to be given the product or its remains and its original container where possible.
What action will be taken?
The action we take after a complaint has been investigated depends upon the quality of the evidence, the seriousness of the problem and the diligence of the retailer, manufacturer or other persons responsible.