Food complaints can have serious consequences for your restaurant and guest health. Properly recording date, time, table number and dish is crucial to identify the cause and prevent recurrence. In this article you'll learn step by step how to register complaints professionally.
Why complaint registration is so important
A food complaint is never pleasant, but it can get much worse if you don't document it properly. During an NVWA inspection or lawsuit, you need to be able to demonstrate exactly what happened and what measures you took.
⚠️ Note:
Without proper documentation, you can be held liable for damages. Even if the complaint is unfounded, you need to be able to prove that you worked according to the rules.
What you must record at minimum
For every food complaint, you record these details:
- Date and exact time of the complaint
- Table number or guest name
- Exact dish name as listed on the menu
- Nature of the complaint (taste, temperature, foreign object, illness)
- Action taken (new dish, bill adjusted, etc.)
💡 Example complaint registration:
- Date: March 15, 2024
- Time: 20:15
- Table: 12
- Dish: Salmon fillet with vegetables
- Complaint: Salmon still raw inside
- Action: New dish prepared, €24 bill discount
Link to production data
In addition to the complaint itself, you also record which batch of ingredients you used. This helps determine if more dishes may be contaminated.
- Delivery date of the main ingredients
- Expiration date of perishable products
- Preparation time and temperature
- Which chef prepared the dish
💡 Example production link:
- Salmon delivered: March 13, 2024
- Expires: March 16, 2024
- Prepared by: Chef Marco
- Core temperature: 58°C (too low!)
Conclusion: temperature too low, check all salmon from this batch.
Record follow-up actions
Every complaint requires follow-up actions. Document what you did to prevent recurrence.
- Immediate: What did you do right away?
- Short term: Which products did you check?
- Long term: Which procedures are you changing?
💡 Example follow-up actions:
- Immediate: All salmon from March 13 discarded
- Short term: Core temperature of all fish checked
- Long term: Additional thermometer training for kitchen team
Digital vs paper
Many restaurants still use a paper complaint book. This has drawbacks during an inspection: you have to search through all pages and handwriting isn't always legible.
Digital registration in an app like KitchenNmbrs makes searching easier. You can filter by date, dish or complaint type. During an inspection, you have all data ready immediately.
⚠️ Note:
An app doesn't register automatically. You still need to enter the complaint. The advantage is in searching and organizing the data.
Retention period
Keep complaint registrations for at least 2 years. For serious public health cases, this may be longer. Regularly check if you can archive or delete old registrations.
How do you register a complaint? (step by step)
Record the basic details immediately
Write down date, time, table number and exact dish name right away. Do this while talking to the guest so you don't forget anything. Also ask about the specific complaint: taste, temperature, or something else.
Look up the production data
Check which ingredients you used and when they were delivered. Look at expiration dates and who prepared the dish. This helps determine if more dishes may have issues.
Record follow-up actions
Note what you did immediately (new dish, discount) and which checks you performed. Also plan follow-up actions to prevent recurrence and record when you'll carry them out.
✨ Pro tip
Take photos of the dish being complained about before you throw it away. This helps later to assess what went wrong and can serve as evidence during an inspection.
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 register every small complaint?
Yes, even small complaints about taste or presentation should be recorded. Sometimes a pattern emerges that points to a bigger problem. Plus, it shows that you take complaints seriously.
What if a guest calls later with a complaint?
Register the complaint with the date and time of the call, but also note when the visit was. Ask for the table number or time of visit so you can trace the dish.
How long do I need to keep complaints?
At least 2 years for regular complaints. For serious public health cases, this may be longer. Regularly check if you can archive or delete old registrations.
Do I need to call the NVWA for every complaint?
No, only if you suspect food poisoning or serious contamination. When in doubt, you can always reach out. For regular complaints about taste or temperature, registration is sufficient.
Can I store complaints digitally?
Yes, digital registration is allowed and often more convenient than paper. Make sure you have a backup and that data isn't lost. Apps like KitchenNmbrs automatically save to the cloud.
📚 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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