Keeping customers safe

The Food Safety Service Charter

We aim to ensure that all food and drink which is produced, stored, distributed, handled and consumed within the City of London, is safe for the consumer to eat.​

We will achieve this by

• Carrying out planned inspections of food businesses at a frequency determined by risk assessment promoting good standards of food safety management through the provision of advice, support and training to food business operators
• Investigating food poisoning incidents and outbreaks associated with businesses operating in the City investigating serious complaints about food purchased by consumers in the City and complaints about our food premises
• Undertaking an annual food-sampling programme
• Taking appropriate action in response to Food Alerts issued by the Food Standards Agency undertaking food safety awareness initiatives​

When we visit your home or business we will

• Show you our council identification and authorisation
• Clearly explain the task we have come to do
• Let you know what follow up action you can expect from us
• Clarify any complex advice or action in writing within ten working days of our visit

On occasions leave or send on to you a customer survey form asking for feedback

When you contact us

• Direct you to the most appropriate person and if they are not available, pass your details onto them
• Tell you whether we are able to deal with your request for advice or assistance. If we are not able to help you, we will explain why
• Send you relevant information and leaflets
• In cases where we are able to deal with your request for advice or assistance, ensure that within five working days, you know the name of the officer who will be dealing with your enquiry
• In cases where you have contacted us by letter, email or fax, give you a full reply within 10 days
• Keep you informed of the progress of your enquiry by staying in regular contact​

When we contact you

• Be polite and helpful
• Respect your right to confidentiality
• Answer the telephone in a friendly and efficient manner
• Comply with the council’s Equality policy
• Arrange interpretation, translation or signing where necessary
• Always try to direct you to the most appropriate person and if they are not immediately available, pass your details onto them
• Welcome comments about the Service

Taking enforcement action

• Put legal requirements and advice clearly and simply. We will confirm these in writing within 10 working days of our enforcement visit
• Ensure that our letters explain what action is required, why it is necessary and clearly distinguish between legal requirements and good practice
• Provide you with an opportunity to discuss the matter with an officer before formal enforcement action is taken, unless immediate action is required
• Provide an explanation of why immediate action is required at the time and confirm in writing within ten working days of our enforcement visit
• Ensure that you have written information on your rights of appeal against formal enforcement action.

Help us to help you

• Be honest with us, and try to give us all the information we request. We will only ask for relevant information
• Keep appointments
• Take prompt action when requested to do so
• Respond to customer survey forms that we send and provide us with your feedback