How to Record a Food Poisoning Reporting Video for Your Food Safety Management System
A Food Safety Management System is a legal requirement for food businesses in most locations. It is used to provide documented procedures that keep food safe and demonstrate compliance to inspectors.
There are several ways to create and share your system with your team, including everything from printed manuals to digital documents, but we think that video-based training offers some important advantages. Video is the most relatable and personable way to train your teams—staff can see real people demonstrating real procedures in a familiar setting, making the content easier to absorb and remember than reading a manual.
Videos in Pilla are always available when your team needs them, they can be watched repeatedly until procedures are understood, and the system records exactly who has watched the videos and when. Recording your own procedures means that this training reflects exactly how things are done in your kitchen, not generic guidance that may not apply to your operation.
This article gives examples of how you could record your video. It's not intended to be food safety consultancy, and if you are unsure about how to comply with food safety laws in your location, you should speak to a local food safety expert.
Key Takeaways
- Step 1: Explain why food poisoning allegations require careful handling and why admitting liability has legal implications
- Step 2: Plan what to document as written procedures including escalation contacts and incident forms
- Step 3: Cover the never-admit-liability rule, immediate escalation chain, documentation requirements, and food sample retention
- Step 4: Demonstrate taking the initial report calmly, recording word-for-word, requesting the customer signs and dates if on site, and escalating immediately
- Step 5: Cover mistakes like admitting fault, promising compensation, not documenting immediately, failing to escalate, and discarding potentially implicated food
- Step 6: Reinforce critical points: never admit liability, escalate to management immediately, document everything word-for-word, retain food samples, call back if no response in 1 hour
Article Content
Food poisoning allegations are among the most serious incidents a food business can face. Any kind of incident that involves an allegation of food poisoning or an allergen incident must be taken extremely seriously as the reputation and future of the business could be at stake. This video will train your team to respond correctly—from the critical first moments of receiving a complaint through documentation, escalation, kitchen checks, and interaction with Environmental Health Officers.
Step 1: Set the scene and context
Start your video by explaining why food poisoning allegations require a specific, careful response and what's at stake for the business. This context helps staff understand why the "never admit liability" rule exists and why documentation matters.
All allegations of food poisoning and allergen incidents must be carefully recorded as legal action may ensue. All written statements may be used as evidence in a legal action against the business. This isn't about being defensive—it's about protecting the business while conducting a fair investigation.
Explain the critical principle:
Do not under any circumstances admit any liability for any incident, as this can have legal implications for the company. The incident may not be our fault! This is the most important rule in allegation handling. Admitting liability before investigation prejudices the outcome and can have serious legal consequences.
Explain why incidents may not be your fault:
- The customer may have eaten elsewhere
- Incubation periods for food poisoning vary from hours to days
- Symptoms may be caused by something other than food poisoning
- Occasionally, a customer will make a false complaint against the company to seek compensation or a free meal
Film your opening in an office or meeting area where you would typically handle a complaint, with your incident documentation forms visible.
Step 2: Plan what to record versus what to write down
Food poisoning response involves both visual demonstration of procedures and extensive documentation. The video shows the correct response; the written documents provide the legal evidence trail.
Record on video:
- The "never admit liability" response in action
- How to document customer statements word-for-word
- Asking the customer to sign and date their statement (if on site)
- The escalation call to senior management
- Kitchen inspection and quarantine procedures
- The chlorine disinfection procedure for equipment
- How to conduct a full kitchen walk-through
- What to check in monitoring documentation
- How to interact with an EHO following an allegation
- What NOT to say or provide to anyone during investigation
Document in written procedures:
- Incident report form template
- Escalation contact list (executive chef, head of food operations)
- Kitchen inspection checklist for post-allegation
- Quarantine procedure and labelling
- EHO notification requirements
- Food hazard warning response procedure
- Traceability requirements for product codes and batch codes
- Corrective action records
The video shows HOW to respond to allegations. The written documents capture the evidence and provide the investigation trail.
Step 3: Core rules and requirements
Structure your video around the three types of allegations and their specific procedures.
The liability rule
This rule applies to all allegations without exception:
On receiving a complaint, do not admit liability. This applies whether the complaint is made in person, by telephone, by email, or through a third party. Do not apologise in a way that implies fault. Do not offer compensation. Do not say "we're sorry this happened" or anything similar that could be construed as acceptance of responsibility.
Why? Because the incident may not be your fault, and admitting liability before investigation has legal implications for the company.
Escalation procedure for non-management personnel
Contact the executive chef and head of food operations immediately and forward all details. They will then call you back with instructions as to the next step. Call them back again if no response is made within 1 hour.
The one-hour callback rule ensures no allegation sits unaddressed. If senior management hasn't responded, escalate again.
Whilst waiting for senior management to come back, inform the head chef and senior chef on duty of the report. This enables the kitchen to begin precautionary checks while awaiting instructions.
Documentation requirements
Make a robust record of anything said by the customer, word for word. Write this down and ask them to sign and date what has been written if they are on site.
Word-for-word documentation matters because:
- It captures exactly what the customer claims
- It provides evidence if accounts change later
- Signed statements carry more weight in legal proceedings
If it is a telephone conversation from a customer or an EHO, write everything down vigilantly. Date, time, caller name, their contact details, and their exact words.
Kitchen response checks
The senior chef should make the following checks and instigate the following actions:
Food checks: Check all foods that may have been implicated for use by dates, freshness, risk of cross contamination. Any suspect foods should be safely quarantined in a separated area.
Equipment disinfection: Chopping boards, knives and removable parts of complex equipment (e.g. Robo-chef, mixers etc.) that come into immediate contact with food should follow the written procedure for the monthly chlorine disinfection regime for these specific items.
Cold holding check: Check all cold holding equipment for out of date products. Check date labels as well as organoleptic checks (look, smell, feel, texture etc.)
General hygiene check: Check general hygiene of the kitchen and instigate a full robust clean of all high care areas, food preparation surfaces, equipment, sinks, fridges, hand wash basins, all touch points etc.
Documentation check: Check all monitoring and recording documentation is up to date and all paperwork has been completed in its entirety.
Systems check: Walk the kitchen, ensuring that all systems and control measures are being adhered to.
Follow any instructions given by the executive chef or head of food operations.
Foreign body allegation procedure
Foreign bodies found in food can come from many sources including from the primary producer, the manufacturer, the distributor or possibly from the food premises. These sources of contamination could come from many things on site including people themselves, pests, equipment and utensils and from packaging etc.
The senior chef should make the following specific checks:
- Check maintenance reporting procedures are being used, check equipment and check that all maintenance records are completed and up to date
- Check that all staff are adhering to the hygiene and uniform policies
- Check the general cleanliness and physical condition of food preparation and storage areas
- Check through any monitoring or recording documentation to ensure that systems and controls are being monitored diligently
- Check with staff that systems and controls are being adhered to, question them to confirm understanding of the systems and controls if necessary
Do not offer the customer any kind of compensation until a full investigation has taken place.
EHO notification
After consulting with the executive chef or head of food operations and following all of the above procedures and checks:
Inform the local EHO that you have received an allegation. Verbally pass on the details of the guest involved.
Do not give the EHO a copy of the complaint form. Provide information verbally, but retain your documentation.
Do not offer the guest any kind of compensation as this is an admission of guilt or liability. Offering the guest a complimentary drink when they return is acceptable—this is hospitality, not compensation.
Food hazard warnings
In the event of a food hazard warning, the information and actions to be taken will be disseminated from sources including organisations such as the Food Standards Agency, local authority officers (EHO), Public Health England, DEFRA as well as from suppliers and distributors.
Head office will be aware of these notices and will disseminate information accordingly to all concerned managerial staff within the food operation including head chefs, senior chefs and other relevant staff.
To allow for the correct removal of food products from storage or from sale in the event of a recall, management must ensure that traceability has not been compromised. Product codes, date codes, batch codes etc. must be retained or transferred from the original packaging within day to day practices and robust records kept to show due diligence.
Step 4: Demonstrate or walk through
This is where you show staff exactly what correct allegation response looks like.
Receiving a complaint demonstration
Show the correct response:
"A customer has approached me saying they believe they got food poisoning from eating here last night."
"On receiving a complaint, do not admit liability. Here's what I say: 'I'm sorry to hear you're not feeling well. I need to take some details from you so we can look into this properly.'"
"Notice I didn't say 'I'm sorry we made you ill' or 'I apologise for what happened.' I expressed sympathy for their situation without accepting responsibility."
"Do not under any circumstances admit any liability for any incident, as this can have legal implications for the company. The incident may not be our fault."
Documentation demonstration
Show word-for-word recording:
"I'm writing down exactly what the customer tells me. Make a robust record of anything said by the customer, word for word."
"I'm asking: 'Can you tell me exactly what you ate, what time you ate it, and when you first felt unwell?' I write their exact words."
"Now I'm reading back what I've written to confirm accuracy. 'You said you ate the chicken Caesar salad at approximately 7pm last night, and you began experiencing stomach cramps at around 3am this morning. Is that correct?'"
"The customer is on site, so I ask them to sign and date what has been written. 'Could you please sign here to confirm this is an accurate record of what you've told me?'"
"This signed statement is evidence. It captures their exact claim at the moment they made it."
Telephone complaint demonstration
Show the phone procedure:
"I'm receiving a telephone complaint. If it is a telephone conversation from a customer or an EHO, write everything down vigilantly."
"I note: date, time, caller's name, their phone number, their address if they provide it."
"Then I write their exact words as they speak. I might say: 'I'm just writing this down so I have an accurate record. You said you experienced...' and I repeat back to confirm."
"For phone calls, I can't get a signature, but I have a dated, timed record in my handwriting of exactly what was said."
Escalation demonstration
Show the contact procedure:
"I've documented the complaint. Now: contact the executive chef and head of food operations immediately and forward all details."
"I'm calling now. 'Hi, it's [name] at [location]. We've received a food poisoning allegation. Customer claims they ate chicken Caesar salad at 7pm last night and experienced symptoms at 3am. I have a signed statement. What are your instructions?'"
"They will then call you back with instructions as to the next step. If I don't hear back: call them back again if no response is made within 1 hour. This allegation doesn't wait."
"Whilst waiting for senior management to come back, inform the head chef and senior chef on duty of the report. They can start precautionary checks while I wait for instructions."
Kitchen inspection demonstration
Show the systematic checks:
"I'm the senior chef. An allegation has been received about the chicken Caesar salad. Here are my checks."
"First: check all foods that may have been implicated for use by dates, freshness, risk of cross contamination. I'm checking all chicken products, all Caesar dressing, all salad components."
"This chicken is within date. This dressing is within date. I'm checking for any signs of cross contamination—has raw chicken been near cooked chicken? Are storage containers properly sealed?"
"Any suspect foods should be safely quarantined in a separated area. I'm moving this batch to the quarantine area and labelling it: 'Quarantined - allegation investigation - do not use - [date/time].'"
Equipment disinfection demonstration
Show the enhanced cleaning:
"Following an allegation, chopping boards, knives and removable parts of complex equipment that come into immediate contact with food should follow the written procedure for the monthly chlorine disinfection regime."
"I'm removing all boards and knives used for the implicated dish. These go through chlorine disinfection now, not the standard clean."
"Removable parts from mixers and processors—anything that contacted the food—same treatment. This is precautionary, not an admission that anything was wrong."
Cold holding check demonstration
Show the inspection:
"Check all cold holding equipment for out of date products. I'm going through every fridge systematically."
"Check date labels—here's the use-by date on this product. Still valid."
"As well as organoleptic checks—look, smell, feel, texture. Does this look right? Does it smell right? Any unusual texture?"
"Anything out of date or questionable gets removed and recorded."
General hygiene check demonstration
Show the full clean:
"Check general hygiene of the kitchen and instigate a full robust clean of all high care areas."
"Food preparation surfaces—full clean and sanitise. Equipment—inside and out. Sinks—all of them. Fridges—including handles and seals. Hand wash basins—taps and surrounds. All touch points—door handles, light switches, equipment controls."
"This is a comprehensive clean, not a quick wipe-down. We're ensuring the kitchen is in the best possible condition for any inspection that might follow."
Documentation check demonstration
Show the paperwork review:
"Check all monitoring and recording documentation is up to date and all paperwork has been completed in its entirety."
"Temperature logs—complete? Delivery records—complete? Cleaning records—complete? Any gaps?"
"If I find gaps, I record them but I don't backdate entries. That would be falsifying records. I note what's missing and ensure current entries are complete."
Kitchen walk-through demonstration
Show the systems check:
"Walk the kitchen, ensuring that all systems and control measures are being adhered to."
"I'm observing: Are staff following correct procedures? Is food being stored correctly? Are temperatures being maintained? Is there any cross-contamination risk?"
"Check with staff that systems and controls are being adhered to. I'm asking: 'Talk me through your process for preparing chicken Caesar salad.' I'm confirming they understand and follow the procedures."
EHO notification demonstration
Show the correct approach:
"After consulting with senior management, I need to inform the local EHO that we have received an allegation."
"I'm calling the EHO. 'I'm reporting that we received a food poisoning allegation yesterday. The customer claims illness following a meal at our premises on [date]. I'm verbally passing on the customer's contact details: [name, phone number]."
"Do not give the EHO a copy of the complaint form. I provide information verbally. Our documentation stays with us."
"The EHO may visit to inspect. We have nothing to hide—our systems are robust, and we've conducted thorough checks."
Compensation discussion demonstration
Show what not to do and what's acceptable:
"The customer has asked what compensation they'll receive. Do not offer the guest any kind of compensation as this is an admission of guilt or liability."
"I say: 'We're taking your report very seriously and conducting a full investigation. At this stage, I'm not in a position to discuss compensation as we need to complete our investigation first.'"
"However: offering the guest a complimentary drink when they return is acceptable. That's hospitality—we're pleased they've returned—not compensation for an admitted wrong."
Step 5: Common mistakes to avoid
Address the mistakes that worsen the business's position during food poisoning allegations.
Mistake 1: Apologising in a way that implies fault. "I'm so sorry we made you ill" admits liability. Express sympathy for their situation without accepting responsibility. "I'm sorry to hear you're unwell" is different from "I'm sorry we caused this."
Mistake 2: Offering compensation before investigation. Compensation implies you accept the allegation is valid. Do not offer any kind of compensation until a full investigation has taken place. Even then, involve senior management.
Mistake 3: Not documenting word-for-word. Paraphrasing loses detail and can be challenged. Make a robust record of anything said by the customer, word for word. Their exact words matter.
Mistake 4: Failing to get a signature when customer is present. If the customer is on site, ask them to sign and date what has been written. A signed statement carries more weight than unsigned notes.
Mistake 5: Not escalating within one hour. If senior management doesn't respond, call them back again if no response is made within 1 hour. Allegations cannot wait—the longer they sit, the worse the potential outcome.
Mistake 6: Giving the EHO your complaint form. Inform the EHO verbally, but do not give them a copy of the complaint form. Your documentation is your record. Provide information; retain paperwork.
Mistake 7: Not quarantining suspect foods. Any suspect foods should be safely quarantined in a separated area. Don't continue using potentially implicated products during investigation.
Mistake 8: Backdating incomplete documentation. If monitoring records have gaps, note them honestly. Falsifying records is far worse than having gaps. Ensure current records are complete going forward.
Mistake 9: Discussing the allegation with other customers or staff not involved. Keep the allegation confidential to those who need to know—management, senior chefs, and those directly involved in the investigation.
Mistake 10: Panicking and assuming guilt. The incident may not be your fault. Providing that the systems in place are adhered to diligently, the likelihood of an incident would be extremely rare. Be confident in your responses—you have nothing to hide if systems are followed.
Step 6: Key takeaways
End your video by reinforcing the core principles of food poisoning allegation response.
Never admit liability. Do not under any circumstances admit any liability for any incident. The incident may not be your fault. Express sympathy, not responsibility.
Document everything word-for-word. Make a robust record of anything said by the customer, word for word. Get signatures when possible. All written statements may be used as evidence.
Escalate immediately. Contact the executive chef and head of food operations immediately. Call back if no response within 1 hour. Don't let allegations sit unaddressed.
Inform the kitchen immediately. The head chef and senior chef on duty need to know so they can begin checks while you wait for senior management instructions.
Quarantine suspect foods. Any foods that may have been implicated should be safely quarantined in a separated area. Don't continue using them during investigation.
Conduct thorough kitchen checks. Use-by dates, cold holding, general hygiene, documentation completeness. Check all systems and controls are being followed.
Enhanced cleaning following allegations. Chlorine disinfection of boards, knives, and equipment parts. Full robust clean of all high care areas.
Walk the kitchen. Ensure all systems and control measures are being adhered to. Check staff understanding of procedures.
Inform the EHO verbally. After consulting senior management, notify the local EHO. Pass on details verbally. Do not give them a copy of the complaint form.
No compensation until investigation complete. Do not offer the guest any kind of compensation. A complimentary drink when they return is acceptable hospitality, not compensation.
Maintain traceability. Product codes, date codes, batch codes must be retained. This enables correct response to food hazard warnings and supports investigation.
Be confident in your systems. You have nothing to hide if systems are followed diligently. Robust proactive management systems make incidents extremely rare.
For a food safety management system to work correctly, all actions should be documented, good or bad. Problems can highlight deficiencies that lead to system improvements and ultimately improve the safety of customers.