Your guest needs an allergen-free option, but your kitchen can't eliminate cross-contamination risks completely. You're stuck between wanting to help and protecting both the guest and your business. Honesty about limitations beats false promises every time.
Be honest about what you can and can't guarantee
As a food service operator, you're required to provide allergen information, but you're not required to completely eliminate all allergens. The most important thing is that you're honest about the risks.
⚠️ Watch out:
Never say "this is 100% allergen-free" if you can't guarantee it. In case of a serious allergic reaction, you run the risk of liability.
Communicate the risks clearly
Explain what's in the dish and where cross-contamination can occur. Many guests with allergies are used to these conversations and appreciate your honesty.
💡 Example conversation:
"Our pasta dish doesn't contain nuts, but we also prepare dishes with nuts in the same kitchen. There may be traces present. Is that a risk for you?"
Offer alternatives
If you can't safely prepare the requested dish, suggest other options that are suitable. Many guests appreciate you thinking along with them. This is the kind of thing you only learn after closing your first month at a loss - disappointed guests leave, but they'll return if you handle their needs thoughtfully.
- Dishes that naturally don't contain allergens
- Simple preparations where you have more control
- Modified portions of existing dishes
Document the conversation
Note what you've communicated about allergens. This protects you in case of any issues later.
💡 Practical tip:
Use tracking tools to monitor which of the 14 EU allergens are in each dish. Then you can inform quickly and correctly.
Know when to say 'no'
With very serious allergies (anaphylaxis), it's sometimes safer to honestly say that you can't rule out the risk. A disappointed guest is better than a sick guest.
⚠️ Watch out:
Don't let service staff decide on complex allergen questions. Always refer to the chef or manager.
How do you handle an allergen question? (step by step)
Ask about the severity of the allergy
Find out whether it's an intolerance or a life-threatening allergy. This determines how careful you need to be about cross-contamination.
Check the ingredient list of the requested dish
Find out which allergens are in it and where cross-contamination can occur. Use your allergen registration to look this up quickly.
Communicate honestly about the risks
Explain what's in the dish and where traces might be. Let the guest decide whether the risk is acceptable or offer alternatives.
✨ Pro tip
Identify your 4 most allergen-friendly dishes within the first 2 weeks of opening. You'll reference this mental list dozens of times during busy service when guests need quick alternatives.
Calculate this yourself?
In the KitchenNmbrs app you can do this in just a few clicks. 7 days free, no credit card.
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Frequently asked questions
Do I need to provide guarantees about allergen-free dishes?
No, you're only required to provide correct information about what's in your dishes. You don't need to guarantee that no traces are present.
What if a guest gets sick despite my warning?
If you've provided correct information and communicated the risks, you've fulfilled your legal obligation. Always document what you've said.
Can I just mark all dishes as 'may contain traces'?
That's legally safe but not practical. Guests with allergies won't be able to eat anything. Be specific per dish.
Does my staff need to know everything about allergens?
Service staff should have basic knowledge, but for complex questions they should refer to the chef or manager who knows the full allergen registration.
How do I prevent cross-contamination in the kitchen?
Use separate cutting boards, knives, and pans for allergen-free preparations. Wash your hands thoroughly between different preparations.
Should I charge extra for allergen-free modifications?
Most restaurants don't charge for simple substitutions or omissions. But if you're using specialty ingredients or extra prep time, a small upcharge is reasonable and expected.
⚠️ EU Regulation 1169/2011 — Allergen Information — https://eur-lex.europa.eu/eli/reg/2011/1169/oj
The allergen information on this page is based on EU Regulation 1169/2011. Recipes and ingredients may vary by supplier. Always verify current allergen information with your supplier and communicate this correctly to your guests. KitchenNmbrs is not liable for allergic reactions.
In the UK, the FSA enforces allergen regulations under the Food Information Regulations 2014.
📚 Sources consulted
- EU Verordening 852/2004 — Levensmiddelenhygiëne (2004) — Official source
- EU Verordening 853/2004 — Hygiënevoorschriften voor levensmiddelen van dierlijke oorsprong (2004) — Official source
- EU Verordening 1169/2011 — Voedselinformatie aan consumenten (2011) — Official source
- NVWA — Hygiënecode voor de horeca (2024) — Official source
- NVWA — Allergenen in voedsel (2024) — Official source
- Codex Alimentarius — International Food Standards (2024) — Official source
- FSA — Safer food, better business (HACCP) (2024) — Official source
- BVL — Lebensmittelhygiene (HACCP) (2024) — Official source
- Warenwetbesluit Bereiding en behandeling van levensmiddelen (2024) — Official source
- WHO — Foodborne diseases estimates (2024) — Official source
Food Standards Agency (FSA) — https://www.food.gov.uk
The HACCP standards shown in this application are for informational purposes only. KitchenNmbrs does not guarantee that displayed values are current or complete. Always consult the FSA or your local authority for the latest regulations.
Written by
Jeffrey Smit
Founder & CEO of KitchenNmbrs
Jeffrey Smit built KitchenNmbrs from 8 years of hands-on experience as kitchen manager at 1NUL8 Group in Rotterdam. His mission: give every restaurant owner control over food cost.
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