What Should I Do If a Customer Has an Allergic Reaction?

An allergic reaction can become life-threatening within minutes, so treat it as a medical emergency. Look for signs of a severe reaction (anaphylaxis): difficulty breathing, swelling of the throat, tongue, or face, a sudden drop in alertness, or collapse. If any of these are present, call 999 immediately and say it is a suspected anaphylactic reaction. If the person carries an adrenaline auto-injector (such as an EpiPen), help them use it without delay, and a second dose can be given after 5 minutes if there is no improvement and the ambulance has not arrived. Keep the person still, ideally lying down with their legs raised unless they are struggling to breathe, in which case let them sit up. Do not let them stand or walk. For a milder reaction (such as an itchy rash without breathing difficulty), still take it seriously, monitor the person closely, and be ready to call for help if symptoms worsen. Reactions can escalate quickly. Once the person is safe, protect the evidence and learn from the incident. Set aside the dish involved and any packaging, and do not clear or wash up the items, as they may need to be examined. Write down exactly what was ordered, what was communicated about allergens, who served it, and what happened, while it is fresh in everyone's memory. A serious allergic reaction linked to your food should be reported to your local authority environmental health team, and you should review how the order was taken and whether your allergen information and staff training need strengthening. The best protection is prevention: accurate allergen information, careful communication for every order, and trained staff. Never guarantee a dish is free from an allergen unless you can be certain there has been no cross-contamination.