Module 3 · Allergen information and customer requests
Online, phone and delivery orders
Lesson 8 of 10 · about 2 minutes
Food sold through a website, by phone, on social media or through a delivery platform is distance selling. The customer cannot speak to staff at a counter, so the law sets two points when allergen information must be available. These are before the customer buys, and when the food is delivered. The information must be free, so a premium-rate phone line is not acceptable. This applies across the UK.
Before purchase, give the information in writing on your website or menu, or by phone. FSA best practice for England, Wales and Northern Ireland says it should ideally be on the main menu, or no more than one click away. On a third-party platform, tell customers where to find it before they order. If you cannot give accurate information online, tell customers how to get it and ask whether they need it before you take the order.
On delivery, the FSA advises giving the information in writing, for example with stickers on containers or an enclosed menu. Label meals clearly so that customers can see which one suits their allergy. Flag any dish you have changed. Tell customers if food could pick up allergens in transit.
Take free-text notes seriously. Suppose a note on an online order says 'peanut allergy, no sauce'. Treat this like a request at a counter. Check the dish. If you cannot confirm it is safe, phone the customer before you cook. Do not just leave off the sauce and hope for the best.
Key points
- Information must be available before purchase and on delivery
- It must be free
- Label meals and flag changes
- Treat order notes as allergen requests