Allergen handover: check an order from question to service
Use a clear handover when a customer raises an allergy or intolerance. Check the current information, pass the requirement to the right people and keep the answer consistent through preparation and service.
Use evidence for the answer
Take the concern seriously and check the current ingredient and allergen information. Include recipe changes and substitutions. If information or safe preparation arrangements cannot be confirmed, involve the responsible person and explain the uncertainty clearly.
Make every handover explicit
Good information can be lost between an order and the kitchen. Agree how the request is recorded, communicated and linked to the correct customer. Written information supported by a conversation is recommended in current FSA best practice; check the official detail for your sales format.
Work through your checks
- The customer’s stated allergy or intolerance has been clarified.
- The current recipe and supplier ingredient information have been checked.
- Substitutions, garnishes, sauces and compound ingredients have been considered.
- Relevant allergen cross-contact risks have been assessed and accurately explained.
- The request has been clearly passed to the responsible kitchen or preparation staff.
- The preparation method and equipment follow our own allergen controls.
- The correct dish is identified and handed to the correct customer.
- Any uncertainty has been escalated; no unchecked safety promise has been made.
These checks support your own procedures. A tick records your observation, not confirmation that a business is compliant.