How do I complain?

[itschemical]

Last night my son ordered through Just Eat. He had a burger, milkshake and waffles.

After consuming one sip of the milkshake, his throat started tingling. He then asked me if it had peanuts in? I could see something on top that looked like white chocolate, so I went to the just eat site and checked the allergy list for the milkshake, THERE WASN’T ANY, so I called up the company from where the order came from and alas, there were peanuts all over the top.

My son went into anaphylactic shock and was taken by ambulance to hospital as his heart rate and vomiting couldn’t be controlled.

This is what he ordered (see pic), it is exceptionally poor, dangerous, potentially FATAL conduct on their part. My son is in hospital due to the lack on information on your site from which he ordered.

Who and how do I complain? I am rubbish at this, but I firmly believe something so serious cannot be overlooked.

Diam has nuts in. It says there is diam in the shake so the shake clearly has nuts in and isn’t suitable for someone with a nut alllergy. Sorry about your son but I don’t think there is room for complaint here.

The nuts are visible!

For someone with such a severe allergy, if there's no ingredient list, then there should be no order

As above, Daim contains nuts, they did specify this

Daim is almond not peanuts though? I'm so sorry op. You need to go to your local authority. You can also obviously complain directly to the business. I hope your son is OK.

Did he tell them he had an allergy when he ordered? I thought people with severe allergies did this as standard.

How old is your son?

Why did he order it when it’s obvious covered in nuts?

He's not allergic to ALMONDS.......... Daim are almonds, why have peanuts on an almond milkshake? It didn't quite look like that when it turned up, also.... he is fully aware what's in Diam, which is why he didn't for one second expect the milkshake to have added peanuts.

Food producers bear responsibility for ensuring ingredients are safe and clearly labelled. However, if you have an allergy then take care of what you're doing. Don't order take out and restaurant foods, be responsible for your own health and remember none of them care about it as much as you do.

I thought after the poor girl who was on the aeroplane that ate a wrap/sandwhich died, it was going to be compulsory to list all allergens.

The photo shows a drink that is absolutely covered in nuts 😳

Yes, the takeaway needs to have an allergen list but honestly I do think it was a daft thing for him to order.

Food standards agency:

www.food.gov.uk/contact/consumers/report-problem/report-a-food-safety-or-hygiene-issue

My sil has a severe allergy and when ordering from anywhere on Just Eat she needs to check the Allergen Info as it won’t necessarily say when just selecting the food. I would say that the allergen info bit is easy to miss if you are not looking for it.

The law now is that every ingredient for any food is clearly listed on all packaging. Deliveroo and just eat seem to get around this by putting a disclaimer on saying contact the provider if you have any allergies, I'm not sure how that's legal. Definitely complain.

www.just-eat.co.uk/help/article/203097371/what-should-i-do-if-i-have-an-allergy

Just for reference. I think it's because they're "just" a delivery company not an actual food business, so the laws around allergen lists don't really apply to them.

If you have a severe allergy always check when ordering. Don't rely on ingredients lists.

If he mentioned the allergy then defo complain. If he didn't then I don't think you have a leg to stand on sorry.

Hope you ds feels better soon

It's because they're not the ones preparing the food - they only deliver it as a third party.

Definitely complain as it had auch a terrible effect on your son, but I also agree that the photo looks like the drink is covered in peanuts.

I'm sorry but if your son has such a serious allergy why on earth did you not check before ordering. That is just stupid

You need to contact the manager of the place you ordered from.
Talk to them calmly so they will listen properly.
Contact the food standards agency as said upthread.
Just Eat ate just the delivery people so you don't need to contact them.
@Edit : when talking to the manager say you need to know the full ingredients list and were nuts meant to be on there.
Explain your son had an allergic reaction so you need to know exactly what is in the milkshake.
Focus on that first - and do it calmly. If you rant and rave they might not pay full attention.

You contact your LA EHO about the lack of allergen information provided by the store.

Just Eat/Deliveroo etc. are just brokers for the delivery, they all clearly state you must contact the restaurant/store for allergen information.

You need to complain to the company who provided the food. Not Just Eat who have no control over the contents.
This is very serious because if they don't accurately list allergens then people can die. So I'd write to them formally and complain. It is also possible that a member of staff got the recipe wrong and needs training. Either way complain to the food company

I think this OP, and others, are being really unkind. My DD has allergies and we are really careful. The company is negligent in my opinion to put peanuts on as a whim. You must complain to draw their attention to it.

I knew someone who nearly died as there was hazelnut syrup in a black coffee (they didn't order the syrup).

Daim is nutty. Its clearly stated