Piece of wood found in burrito!

singhini

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

That's irrelevant - YOU   DON'T   HAVE   TO   TREAT   IT   LIKE   A   COMPLAINT

Stop trying to change the goalposts 

singhini

kinger101 said:

Ectophile said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

Which law would that be?

A combination of these:

Food Safety Act 1990

Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)

Food Hygiene Regulations 2013 (HACCP corrective actions)

General Product Safety Regulations 2005

While they do not all specify one must have a complaints procedure, you effectively do because if you didn't, how would you demonstrate due diligence.

Believe me, large food manufacturers do care when this happens and would want to find out the how and why.  

They'd want to know did it happen in the plant?  Was it due to contamination of raw ingredients?  If so, who was the supplier.  Do they need to quarantine ingredient batches?  Do they need a recall or to issue a warning.

It's not just about food safety either.  There's brand reputation.

This is just your opinion "While they do not all specify one must have a complaints procedure, you effectively do"

Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"

kinger101

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

That's irrelevant - YOU   DON'T   HAVE   TO   TREAT   IT   LIKE   A   COMPLAINT

Stop trying to change the goalposts 

I'm not.  OP is.  Which they're entitled to.

Just like you're entitled to complain about them complaining.

I'd already given the dictionary definition of complaint.  You're changing goalposts by coming up with a bizarre scenario where they don't frame it as the goods not being of satisfactory quality.

dumpster_fire2025

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

If this doesn't fall under the remit of the FCA, their definition is irrelevant,

As someone who has worked in financial services in the past, I think that their definition is overly broad, corrosive and should probably be abolished. As should the FCA.

However, this isn't a financial product so the FCAs definition is irrelevant.

kinger101

singhini said:

kinger101 said:

Ectophile said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

Which law would that be?

A combination of these:

Food Safety Act 1990

Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)

Food Hygiene Regulations 2013 (HACCP corrective actions)

General Product Safety Regulations 2005

While they do not all specify one must have a complaints procedure, you effectively do because if you didn't, how would you demonstrate due diligence.

Believe me, large food manufacturers do care when this happens and would want to find out the how and why.  

They'd want to know did it happen in the plant?  Was it due to contamination of raw ingredients?  If so, who was the supplier.  Do they need to quarantine ingredient batches?  Do they need a recall or to issue a warning.

It's not just about food safety either.  There's brand reputation.

This is just your opinion "While they do not all specify one must have a complaints procedure, you effectively do"

Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"

I said it won't explicitly state that but there's no practical way to comply with the law without one.

The defense of due diligence is not possible if you can't show you log and investigate incidents. 

So they need a procedure for dealing with customer complaints.

And not a complaints procedure, and a separate procedure for members of the public who were injured by a shard of wood in their food but somehow found this to be satisfactory, went out of their way to tell us they weren't complaining but thought we ought to know anyway procedure.
 

dumpster_fire2025

kinger101 said:

singhini said:

kinger101 said:

Ectophile said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

Which law would that be?

A combination of these:

Food Safety Act 1990

Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)

Food Hygiene Regulations 2013 (HACCP corrective actions)

General Product Safety Regulations 2005

While they do not all specify one must have a complaints procedure, you effectively do because if you didn't, how would you demonstrate due diligence.

Believe me, large food manufacturers do care when this happens and would want to find out the how and why.  

They'd want to know did it happen in the plant?  Was it due to contamination of raw ingredients?  If so, who was the supplier.  Do they need to quarantine ingredient batches?  Do they need a recall or to issue a warning.

It's not just about food safety either.  There's brand reputation.

This is just your opinion "While they do not all specify one must have a complaints procedure, you effectively do"

Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"

I said it won't explicitly state that but there's no practical way to comply with the law without one.

The defense of due diligence is not possible if you can't show you log and investigate incidents. 

So they need a procedure for dealing with customer complaints.

And not a complaints procedure, and a separate procedure for members of the public who were injured by a shard of wood in their food but somehow found this to be satisfactory, went out of their way to tell us they weren't complaining but thought we ought to know anyway procedure.
 

It wasn't a stake burrito though was it?

I'll get my coat.

kinger101

singhini said:

kinger101 said:

singhini said:

kinger101 said:

Ectophile said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MyRealNameToo said:

singhini said:

kinger101 said:

singhini said:

kinger101 said:

singhini said:

MrFibble said:

Hello! Could someone please give me some advice. 
I bought a burrito from a well known supermarket last week and, whilst I was eating it, I was disgusted to find a 3cm long shard of wood from said burrito had pierced my gum. Obviously this caused a bit of shock and discomfort. The aggravating fact is that I have autism and, as a result, have a very tortuous relationship with food at the best of times. This incident has made things 100 times worse where I am doing a CSI job on everything that I eat and chewing excessively. 

When I complained to the supermarket via their customer service I was asked to return the product packaging and offending object to the store. I did this and was offered a replacement of the burrito with no apology or acknowledgement of the injury neither physical nor psychological.

I called the customer care line again to ask for a corporate email address so that I could escalate my complaint and was told that the only people I could deal with were those at customer care. When I asked to speak to a supervisor I was told that they were all busy. 

Has anyone else had a similar experience? What did you do? What should I do?

Any constructive replies would be greatly appreciated.

Why did you have to complain?

Why do the think? 

And what else did i write? ------> Why couldn't you just bring it to their attention so they can inform the factory who could look into it?  

Not every issue needs a COMPLAINT

But if you're returning something because you're not satisfied with it, by definition is is a complaint. 

Returning something because you’re not satisfied can be a complaint, but it’s not automatically one “by definition”. You could be dissatisfied internally but return the product quietly, simply addressing the issue without formally lodging a complaint (that's the approach i would take, but i concede not everyone would react in the same way). 

IMHO, we’re slowly moving from a nation of moaners to a nation of complainers, and soon we might become a nation of suers, just like the Americans (we’re certainly getting as fat as them)!

Depends on how you define complaint... the FCA for example used to define it as any expression of disatisfaction and there is no differential between "formal complaint" and informal. Worth pointing out they have now tightened the definition to say it has to have caused financial loss or material inconvenience, embarrassment or distress.

Litigation is increasing and our courts are generally more generous than most of Europe but we lack punitive damages so you dont get the cases of McDs paying $5m for a minor scolding from hot coffee because the customer wasnt well enough warned, here they'd get a couple of hundred instead most likely (assuming a true injury)  

We are in agreement. kinger101 is saying "returning something because you're not satisfied with it, by definition is is a complaint" im not so sure (as you say, depends how you define complaint). 

I see you struggle with the definition of agreement as well.

Or you struggle to understand!

from the Cambridge dictionary

complaint (noun):  a statement that something is wrong or not satisfactory

Though I guess one could return the item to the store say "it had a piece of wood in it but I'm perfectly satisfied and saw nothing wrong with it".

YOU DON’T HAVE TO MAKE IT A COMPLAINT — JUST RETURN THE ITEM WITH A NOTE BRINGING IT TO THE ATTENTION OF THE MANUFACTURER.

I did point this out to you previously on this thread (you really don’t understand).

The manufacturer is then obliged to deal with it as a complaint.  It's the law.

Which law would that be?

A combination of these:

Food Safety Act 1990

Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)

Food Hygiene Regulations 2013 (HACCP corrective actions)

General Product Safety Regulations 2005

While they do not all specify one must have a complaints procedure, you effectively do because if you didn't, how would you demonstrate due diligence.

Believe me, large food manufacturers do care when this happens and would want to find out the how and why.  

They'd want to know did it happen in the plant?  Was it due to contamination of raw ingredients?  If so, who was the supplier.  Do they need to quarantine ingredient batches?  Do they need a recall or to issue a warning.

It's not just about food safety either.  There's brand reputation.

This is just your opinion "While they do not all specify one must have a complaints procedure, you effectively do"

Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"

I said it won't explicitly state that but there's no practical way to comply with the law without one.

The defense of due diligence is not possible if you can't show you log and investigate incidents. 

So they need a procedure for dealing with customer complaints.

And not a complaints procedure, and a separate procedure for members of the public who were injured by a shard of wood in their food but somehow found this to be satisfactory, went out of their way to tell us they weren't complaining but thought we ought to know anyway procedure.
 

This is pure waffle 🤣
No legal basis  (which is what you claimed)   -   Remember saying "It's the law" 

It isn't.  It's not my fault if you don't understand how the law works.  In practice, statute doesn't always tell you how you must comply with the law.

born_again

kinger101 said:

You think there are not regulations involved in selling food?  

What do you think the link says...🤦‍♀️🤷‍♀️

singhini

Kinger101

You said 
"The manufacturer is then obliged to deal with it as a complaint.  It's the law"

You provided the legislation
A combination of these:Food Safety Act 1990Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)Food Hygiene Regulations 2013 (HACCP corrective actions)General Product Safety Regulations 2005

When asked
Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"


You responded
"I said it won't explicitly state that"
"in practice, statute doesn't always tell you how you must comply with the law"

You quoted 4 pieces of legislation and not one of them demonstrated categorically that they are obliged to deal with it as a complaint. Instead you keep giving your opinion

"but there's no practical way to comply with the law without one"
"The defense of due diligence is not possible if you can't show you log and investigate incidents"
"And not a complaints procedure, and a separate procedure for members of the public" 

Theses are all opinions! 

You then tried to criticize others but clearly haven't read what they have posted (or understood what they have said). 🤦‍♀️

kinger101

singhini said:

Kinger101

You said 
"The manufacturer is then obliged to deal with it as a complaint.  It's the law"

You provided the legislation

A combination of these:

Food Safety Act 1990

Retained EU Regulation 178/2002 (Article 19 “investigate and prevent recurrence”)

Food Hygiene Regulations 2013 (HACCP corrective actions)

General Product Safety Regulations 2005

When asked
Where does it categorically say "The manufacturer is then obliged to deal with it as a complaint"


You responded
"I said it won't explicitly state that"
"in practice, statute doesn't always tell you how you must comply with the law"

You quoted 4 pieces of legislation and not one of them demonstrated categorically that they are obliged to deal with it as a complaint. Instead you keep giving your opinion

"but there's no practical way to comply with the law without one"
"The defense of due diligence is not possible if you can't show you log and investigate incidents"
"And not a complaints procedure, and a separate procedure for members of the public" 

Theses are all opinions! 

You then tried to criticize others but clearly haven't read what they have posted (or understood what they have said). 🤦‍♀️

I did explain.  The problem is your lack of comprehension.  You think statute is a colouring by numbers approach when often it isn't.  Often they don't specify how you should do something, and there is considerable latitude to deal with it how you see fit.  Often, the only solution (as in this case is) is a fairly rigid procedure so it becomes a de facto legal requirement for compliance.

You seem to get rather angry and adopt a blinkered view.  Writing in a way which is unfriendly.  You might like to check forum rules.  I'm not the only poster you've done this to.  Avoid putting things in capitals for example.

To make it easier to understand, I asked chat gpt to explain in simpler terms.  But for you information, I do work in the food industry 

I might turn it on it's head and ask you how a good manufacturer might deal with said incident and demonstrate compliance with the law without a complaints procedure?

------------

Why a food complaints procedure is legally required, even though the law doesn’t literally say “you must have a complaints procedure.”

Think of it like this:

The law gives food companies big jobs they must do:

keep food safe,

investigate anything that might make food unsafe,

fix problems quickly,

and be able to prove they’ve done all that.

The law doesn’t tell them exactly how to do those jobs — it just says the jobs must be done.

So even though the law never uses the exact phrase “complaints procedure,”

you can’t do those legal jobs properly without one.