1. AI Demo Account - 307 - Brand 1
  2. My Account
  3. Global Rewards & Redemption

Global Rewards & Redemption

Navigate the process of turning your awarded points into tangible gifts and experiences. This section provides detailed information on the Global Rewards Store, your reward balance, and how to successfully redeem your award.

Handling Food Poisoning Complaints

Stephen Ujfalussy
Stephen Ujfalussy

This SOP ensures customer food poisoning complaints are handled efficiently and legally, including recall checks, internal reviews, and escalation procedures.

1. Initial Customer Interaction

  • Express empathy and acknowledge the complaint.

  • Collect key details:

    • Customer contact info, product details (name, batch, UPC, expiration), purchase date, symptoms, and medical attention sought.

  • DO NOT confirm responsibility.

  • Inform the customer their complaint will be reviewed.

  • Use Macro: Initiate the Complaint Workflow using Retail::Product Defects or Damages.

2. Check for Recent Product Recalls

  • Verify in Internal Recall Database, Regulatory Websites, and Corporate Updates.

  • Example Recall: In 2025, Marks & Spencer recalled Southern Fried Chicken Burger & Chicken Kyiv due to Salmonella (source).

  • If recalled, instruct the customer on safe return/disposal.

3. Internal Review & Investigation

  • Legal & Compliance: Assess liability and regulatory requirements.

  • Store & Supply Chain Teams: Investigate storage, handling, and sourcing.

  • Possible Outcomes:

    1. Store Issue Identified: Corrective action taken; inform the customer.

    2. Supplier Issue: Escalate for further investigation.

    3. No Further Action: If insufficient evidence, log and close the case.

4. Resolution & Follow-Up

  • If warranted, issue a refund or compensation.

  • Provide a clear response and next steps to the customer.

  • Direct severe cases to health authorities if needed.

5. Documentation & Record-Keeping

  • Log all cases in the complaint system, including findings and actions taken.

  • Escalate severe cases to Legal & Compliance immediately.

Key Contacts for Escalation

  • Legal & Compliance

  • Food Safety & Quality Assurance

  • Store Operations & Supply Chain

  • Corporate Recall Team

Important Notes

  • Never confirm liability during intake.

  • Do not advise customers to discard the product unless recalled.

  • Forward regulatory inquiries to Legal & Compliance.

This streamlined SOP ensures prompt and compliant handling of food poisoning complaints.

 

Was this article helpful?