Written information plus conversation

Non-prepacked food is food that is not packed before the customer orders it. Restaurant meals, café food and deli counter food are examples. The law says allergen information must be available for this food. A business can give it in writing or by speaking to the customer. If it is given by speaking, a clearly visible written notice must tell customers how to get it. A sign saying that customers can ask staff for allergen information is one way to do this.

In 2025 the FSA published best practice guidance for England, Wales and Northern Ireland. It recommends written allergen information supported by a conversation with the customer. This does not change the law, and businesses are not legally required to follow it. But it helps them meet their duties. Writing can be checked. A conversation picks up what writing cannot, such as the risk of cross-contact.

Food Standards Scotland publishes its own guidance for Scotland. It consulted on written allergen information in 2026, so check its website for the latest position. The aim is the same everywhere: customers must get accurate information before they choose.

Good written information is easy to use, clear, complete and accurate. It covers all 14 allergens. Ideally, customers can see it without asking, for example on the menu, in a booklet or on a wall chart. If it is not on the menu, show a clear message saying where to find it. Everyone on shift must know where it is kept.

Where you can, ask every customer whether they have any allergen requirements. Using these words lets people answer without naming a medical condition. If you cannot ask everyone, use clear signs or menu messages that invite customers to speak up.

At a minimum, the conversation should cover four things. Which foods does the customer need to avoid? Have they seen the written information? Do they understand any risk of cross-contact? Do they have enough information to choose safely?