Allergen management for UK foodservice and hospitality: The ultimate guide 2025

If you work in foodservice or hospitality, you already know that keeping customers safe and happy is at the heart of what you do. But when it comes to allergen management things can sometimes feel a bit overwhelming. There’s a lot to think about: laws, labels, customer questions, cross-contamination risks, and training your team. This guide is here to make it all feel a lot more manageable.

Whether you’re running a coffee shop, pub, catering company, or high-end restaurant, allergen management isn’t just a box to tick. It’s about getting things right every single time. And when you get it right, it doesn’t just protect your customers and keep regulators happy. It builds trust, boosts your reputation, and keeps people coming back.

What is a Food allergen? 

Let’s begin by first of all understanding what a food allergen is. A food allergen is a substance in food, usually a protein (with exception of sulphites/ sulphur dioxide that are chemical compounds) that triggers an immune response in a person with a food allergy. Even a tiny amount of a food allergen can cause a reaction.

What is Food hypersensitivity?

You’ll hear the term food hypersensitivity more and more now. It’s used to cover food allergy, food intolerance, and coeliac disease. It’s important to know the difference so that you can help your customers in the most effective and safe way. Let’s look at each now.

Food allergy

A food allergy is when the immune system reacts to a food, usually a protein, as if it’s a threat.  It triggers a chain reaction in the body, releasing chemicals that cause symptoms. Symptoms can vary from itching and rashes, to breathing difficulties, and in severe cases, anaphylaxis. Anaphylaxis is a severe, life-threatening allergic reaction and must be treated as a medical emergency.

Food intolerance

Food intolerance doesn’t involve the immune system. It’s a digestive issue, where the body has trouble breaking down certain foods. It can cause bloating, stomach pain, wind, diarrhoea and other uncomfortable symptoms, but isn’t usually life-threatening.

Coeliac disease

Coeliac disease is an autoimmune condition triggered by gluten. When someone with coeliac disease eats gluten, their immune system attacks their own body, damaging the lining of their gut. This means they won’t absorb nutrients and vitamins from their food intake.  And continual consumption of gluten by someone with coeliac disease can lead to long-term health issues such as bowel cancer.

Understanding the difference really matters, because it helps your team respond appropriately and offer safe choices to each customer. You can learn more here.

Why are food allergies increasing?

It’s not fully known why food allergies are increasing. Genetics may play a role with family members inheriting an allergy to the same or different allergen. There’s also The Hygiene Hypothesis that suggests as our environment has become clearer, some children’s immune systems have become less used to fighting off invaders, and therefore may overreact to new proteins and create an allergic response instead. There’s also change in diets where we are eating more foods which are not indigenous to the UK and also more processed foods.

Why allergen management is a business essential

Let’s get real. Around 6% of UK adults and 5 to 8% of children have a diagnosed food allergy. That’s about 2.4 million people. Add in coeliac disease and various intolerances, and you’re looking at a large number of customers who need clear, accurate allergen information.

Customers with food hypersensitivities are putting their trust in your team every time they place an order. One mistake can result in serious illness or worse. That’s a big responsibility.

There are three key reasons why allergen management should be a top priority:

• Moral: It’s simply the right thing to do. People should be able to enjoy a meal without fear.
• Economic: A single incident can destroy a reputation, lose loyal customers, and result in fines, compensation claims, or even imprisonment.
• Legal: The law is clear. You must provide accurate allergen information and serve safe food.

Handled well, though, allergen management becomes a strength. Food-hypersensitive customers are incredibly loyal. When they feel safe, they come back. And they bring others.

The 14 named allergens: what they are and where they hide

By law, food businesses must be able to inform customers if any of the 14 named allergens are present in the food they provide. These allergens can appear in obvious and not-so-obvious places, so it’s essential that your team know where to look.

Here’s the full list, along with examples of where each allergen might be found:

1. Celery– not just in salads. It’s often used in soups, stocks, spice mixes, and even as a flavour base in ready meals.
2. Cereals containing gluten– they’re often found in bread, pasta, cakes, pastries, batter, and soups or sauces thickened with flour. But cereals containing gluten can also turn up in sausages due to rusk or breadcrumbs used as binders, as well as foods that have been dusted with flour before cooking.
3. Crustaceans– such as prawns, lobster, langostine, crab, scampi and any pastes (i.e. shrimp paste) make from these.
4. Eggs– commonly found in pasta, quiche, cakes, mousses, and mayonnaise. They may also be used to glaze pastries or pies, and in sauces like Hollandaise.
5. Fish– can be found in some salad dressings such as, Caesar dressing that may contain anchovies. Worcestershire sauce also contains fish, and occasionally, so does soy sauce.
6. Lupin– may be labelled as lupin, lupine, lupin flour, lupin seed, or lupin bean. It’s a legume, just like peanuts, lentils, and soybeans. The seeds, known as lupin beans, are ground into a flour that’s used in a range of products.  It’s used more often in European foods like bread, pastries, and the batter for onion rings or fried chicken.
7. Milk– is found in obvious products like cheese, butter, cream, and yoghurt. But also, it may be brushed onto pies, pasties, and pastries before baking. Don’t forget milk powder which is used in a wide range of products.
8. Molluscs– include clams, mussels, oysters, squid and snails.  Oyster sauce is a common ingredient in marinades and stir fries.
9. Mustard– includes the seeds, mustard and cress, mustard powder, and liquid mustard and is often found in pickled foods like gherkins and onions, piccalilli, sauces like mayonnaise, barbecue sauce, and ketchup.
10. Peanuts– can appear under different names including monkey nuts, groundnuts, or even arachis such as arachis oil, which is another name for peanut oil as is groundnut oil. Other forms include peanut flour and groundnut flour. They’re found in a range of products, including Asian and Indian dishes, cakes, desserts, and sauces.
11. Sesame– includes the seeds and sesame oil, often found in breads, breadsticks, hummus, tahini, and sprinkled over dishes.
12. Soybeans– include the beans themselves, as well as edamame, which are the young, green soya beans. They’re used to make a wide range of products like soya protein, soya flour, soy sauce, miso paste, tofu, and tempeh.
13. Sulphur dioxide and sulphites (above 10 parts per million)- used to preserve dried fruits, vegetables, and meat products like sausages and frozen prawns. They’re also used in wine, beer, and fruit juice.
14. Tree nuts– include walnuts, almonds, cashews, hazelnuts, pecans, macadamia and pistachios. They’re used in all sorts of products, from bread, crackers and baked goods, to desserts. It’s also important to watch out for nut oils and any products made with them.

Ingredients change. A trusted product could suddenly contain a new allergen without much warning. Therefore, as part of allergen management, labels need to be checked regularly.

Vegan and food allergens

Here’s something that might surprise you about vegan products. Just because a food is labelled vegan, that doesn’t mean it’s free from animal-based allergens. Traces of milk, egg, fish, crustaceans, or molluscs can still be present, especially if the product was made in a factory that handles non-vegan food. That’s why you’ll often see ‘may contain’ warnings on vegan products. And this is really important for customers with food allergies or intolerances. So the key takeaway is this: ‘Vegan’ does not mean allergen-free. Always check the label, even if the product is plant-based.

How allergen cross-contamination happens

Allergen cross-contamination or cross- contact as it’s also known, happens when traces of an allergen accidentally make their way into a product or dish that wasn’t meant to contain them.  Think of allergens like glitter. If you’re not careful, even the smallest amount can end up everywhere, on hands, surfaces, utensils. And once the allergen is there, it’s hard to get rid of it without proper cleaning. Preventing cross-contamination or cross-contact is absolutely essential if a food business wants to serve safe food to food hypersensitive customers.

Cross-contamination can happen in all sorts of ways:

• Different foods stored too closely to one another. For example; fish and shellfish stored in the same container. Or when one food drips or spills onto another.
• Shared chopping boards, utensils or surfaces without adequate cleaning between uses.
• Using the same cooking liquids. For example; using oil for gluten-free chips and battered fish or using the same water for boiling egg pasta and then egg-free pasta.
• Not washing hands properly between tasks or between preparing dishes with and without certain allergens.

Understanding UK allergen laws

Here’s a summary of the main legislation relating to allergens:

Food Safety Act 1990:

• Section 7: it’s an offence to render food injurious to health by adding any article or substance to the food. For example; adding milk powder to a dish labelled as “dairy-free” or “milk-free” without declaring it. This could render the food injurious to health if it’s consumed by someone with a milk allergy.
• Section 14: food businesses must ensure that the food they sell is of the nature, substance, and quality that a customer would expect. In relation to allergens, if a customer orders food without a specific allergen, and it still contains that allergen, the business may be committing an offence.  For example; a customer has an allergy to egg and asks for an egg-free chicken burger, but they are served a burger where the mayonnaise used contains egg. That would not meet the customer’s expectations, and it could be dangerous.
• Section 15: food must not be labelled, advertised, or presented in a way that is false or misleading.  So, if a food business labels cakes as “egg-free” or “nut-free”, they must be 100% sure those claims are accurate. If there’s even a trace of the allergen, that claim would be misleading, and potentially illegal.

Regulation (EU) No. 1169/2011 on the Provision of Food Information to Consumers

• Retained in UK law post Brexit.
• Requires food businesses to clearly identify the 14 named allergens when present in food
• Applies to prepacked, prepacked for direct sale (PPDS), non-prepacked, and distance selling (i.e. online or takeaway orders).

Natasha’s Law

• Introduced after the tragic death of 15-year-old Natasha Ednan-Laperouse in 2016 who suffered a fatal allergic reaction after eating a baguette that contained undeclared sesame seeds.
• Applies to prepacked for direct sale (PPDS) food
• Requires a full ingredients list on the label, with allergens emphasised

Failure to comply with the legislation can lead to improvement notices, fines, or even prosecution.

Front and Back of House: who’s responsible?

Everyone in your team has a role to play in allergen management. Here’s a summary of what’s expected:

Back of House

• Follow safe practices to prevent allergen cross-contamination and when preparing a meal for a customer with a food allergy.
• Check food deliveries thoroughly for any product substitutions or ingredient changes.
• Check labels and packaging carefully.
• Clean surfaces, equipment, and hands thoroughly.
• Store allergenic ingredients properly.
• Use separate prep areas and utensils where required.
• Ensure allergen-free dishes are clearly identified for service.

Front of House

• Ask customers early if they have any allergies or dietary needs.
• Deal with customers in a polite, professional and reassuring way.
• Know how to access the allergen information.
• Never guess. If you’re unsure, ask a manager.
• Pass allergen orders to the kitchen clearly and correctly.
• Make sure the right meal gets to the right customer.

Every team member should be trained, feel confident, and know what to do if something goes wrong.

Communication: build trust with every interaction

The way you speak to a customer about allergens can make or break their experience. Customers want to feel safe and supported, not awkward or dismissed.

Best practice includes:

• Always provide written allergen information
• Back it up with a friendly, confident conversation
• Avoid vague statements like “I think it should be fine” or “We’ve never had an issue before”.
• Be honest about any cross-contamination risks

It is essential that the customer is provided with accurate information to enable them to make an informed decision about whether to place an order.

Emergencies: what to do if a customer has a reaction

If a customer shows signs of a serious allergic reaction (anaphylaxis), act fast. Here’s what to do:

1. Check for an adrenaline auto-injector. The customer may carry an auto-injector, such as an “EpiPen”or “Jext” pen with them. These devices contain adrenaline which can help to treat the body’s allergic reaction. Ask if the customer has one, and help them access and use it straight away. It’s worth noting that although you cannot harm someone in giving an adrenaline auto-injector, it is important it is given correctly. The instructions are on the side of the device should you need them. Although it is beneficial to have had some training first. You should administer an adrenaline auto-injector in the persons upper outer thigh without hesitation. The device is single use and can be administered through clothing, just avoid any seams.
2. Call 999. Call for an ambulance immediately stating “We think the customer has anaphylaxis”. That’s pronounced “ana-phy-laxis”. Even if the customer is starting to feel better, still call 999. A second wave of symptoms can occur and medical treatment is essential.
3. Help them into the right position. If they’re conscious and not struggling to breathe, help lie them down with their legs raised. If they’re unconscious, pregnant or having trouble breathing, help them into a comfortable upright position instead.
4. Use a second auto-injector if symptoms don’t improve after 5 minutes, or they return. People diagnosed with allergies should carry two adrenaline auto-injectors with them at all times. You should administer the second adrenaline auto-injector in the opposite leg, if accessible.
5. Inform the on-site first-aider. Alert the designated first aider on site and let them know what’s happened. They can support you until the ambulance arrives.
6. Stay with the customer. Stay calm, reassure the customer and stay with them until the ambulance arrives. Customers should always go to hospital to be monitored following anaphylaxis in case of a delayed, secondary reaction.

After an incident, review your procedures, retrain your team if needed, and update any records or policies.

Creating a strong allergen culture

Having good systems and an allergen policy in place is essential for allergen management, but those systems rely on people. Controlling allergens isn’t just about what someone knows it’s also about how much they care. That’s where allergen safety culture comes in. It’s about the shared values, beliefs, and behaviours that shape everyday practices. It’s the mindset of “this is how we do things around here.” And that culture starts at the top, with you.

As a manager or supervisor, you should:

• Lead by example
• Supervise day-to-day practices
• Take swift action where you find issues or bad habits forming
• Encourage open reporting of near-misses
• Provide refresher training regularly and on-the-job training for how things should be done in your business.
• Involve the team in shaping allergen policies
• Give constructive feedback and positive reinforcement.

Allergen management and control should be part of your HACCP system. It should also be backed up by practical systems that work in real kitchens under real pressure.

Allergen Policy

Every food business should have a written allergen policy. An allergen policy is a formal document that outlines your business’s commitment to allergen management and serving safe food to food-hypersensitive customers.  It explains how allergens are stored, handled, prepared and served safely throughout the operation.  It shows that you’ve considered the hazards, assessed the risks, and put control measures in place.  And is really a reflection of a business’s standards, values, and commitment to doing the right thing.

Your allergen policy should include:

• An introduction that sets out the purpose of the policy.
• A statement of the organisation’s commitment to managing allergens.
• A breakdown of roles and responsibilities, from senior managers and supervisors to chefs and front of house.
• An overview of food hypersensitivity including food allergies, intolerances, coeliac disease and common symptoms.
• A list of the 14 named allergens.
• Any food bans that apply on site, for example; no peanuts.
• How ‘May Contain’ statements are managed and communicated.
• What team members need to know about allergen legislation and a commitment to ensuring that all team members receive appropriate and ongoing training in allergens.
• A summary of the controls the business has in place to manage allergens at every stage, from deliveries to buffets, takeaways, online orders etc.
• How allergen information is gathered and provided to customers including for PPDS foods and including suppliers ‘May contain’ information.
• How allergen requests from customers will be handled, including allergens outside of the 14 named allergens.
• What to do in an emergency situation, such as a customer experiencing anaphylaxis.
• How allergen issues and near misses are managed, reported and communicated back to the customer if necessary.
• Details of the product recall procedure
• Details on how the policy will be monitored, reviewed and improved.  Including annual reviews, or updates after any significant changes or incidents.

Your allergen policy might be a standalone document, or it could sit within your wider food safety management system (like SFBB or HACCP). Either way, it should reflect how your business actually works and be easy for your team to follow.

Allergen Management and HACCP

Allergens must be included as part of a food business’s overall food safety management system. That means they should be covered in your HACCP plan or allergen policy, ideally under the ‘controls’ section. For smaller businesses, this might be done using the Safer Food, Better Business (SFBB) pack which has a section on allergens and allergen management.

Before creating a HACCP plan, it’s important to have good foundations in place. These are known as prerequisite programmes (PRPs) and include things like:

• A well-designed kitchen layout with proper handwashing and cleaning facilities
• Reliable suppliers who provide accurate allergen information
• Strong labelling, traceability and recall systems
• Effective cleaning, pest control, and waste management
• Regular staff training and clear procedures for handling complaints and kitchen visitors

Once your basics are covered, the HACCP process for allergen management involves:

1. Identify risks. This means identifying, which allergens are present in the dishes or products, where in the process allergen cross-contamination could occur and the level of risk this presents to food hypersensitive customers.
2. Implement procedures. Once the risks are known, these must be documented and procedures implemented to manage them.
3. Design the kitchen and workflow to minimise allergen cross-contamination. For example; by using separate storage, dedicated preparation areas and equipment for free-from foods, implementing a linear workflow, and ensuring all surfaces and equipment can be effectively cleaned.
4. Inform the team. It’s essential that all team members are aware of allergen procedures and follow them consistently.
5. Monitor procedures. Put in place systems to check that procedures are being followed and are effective. If you find issues, act quickly.
6. Monitor suppliers. Suppliers can introduce allergen risks into your business. It’s essential to; monitor what your suppliers are providing you.
7. Review regularly. Allergen procedures should be reviewed at least once a year AND whenever operations, processes or recipes change.
8. Keep customers informed. If allergens in a dish or product change, the customer needs to know.

Getting Started

As a manager or supervisor, you play a vital role in allergen management and protecting the food hypersensitive customer. That means; setting clear standards, training your team to meet them and supervising to ensure those standards are followed in day-to-day practice.

Here’s a checklist to help you get started with allergen management in your business:

• Do you have clear signage telling customers where and how they can access allergen information?
• Review your allergen folder and make sure it’s up to date
• Check that every team member knows where to find allergen information
• Make sure your team are trained in allergens and know the process for handling allergen requests. That includes all of the team: front of house, back of house, cleaners, event coordinators etc.
• Watch a team member take an allergen order. Would you feel safe and reassured as a customer?
• Supervise daily practices, especially during busy periods to ensure processes are still followed.
• Is an ‘allergy expert’ or ‘allergy champion’ available on shift to manage requests from customers? If so, do all your team know who this person is?

• Make sure all information is documented including specials and “may contain” statements.
• Do you have documented allergen procedures for takeaway and delivery orders?
• Do your team know how to handle delivery, collection and takeaway orders?
• Do team members understand the risks of allergen cross-contamination and how to prevent it?
• What are the current cross-contamination risks in your processes? Could they be re-evaluated to see if any could be eliminated altogether?
• Does the kitchen team know how to record changes to recipes and who to report these to?
• Do you have clear procedures in place and responsible, trained team members to update allergen information when products, ingredients or recipes change? Is there someone to verify this information?
• Do you have delivery procedures that include ensuring what was delivered matches what was ordered?
• If there are substitutions from suppliers, do you have a procedure for approving, recording and communicating these changes?
• Do you have a product recall procedure in place?
• Do you have a reliable system for updating allergen information whenever your menu changes?
• Is this information currently up to date?
• Are your suppliers providing you with accurate information?
• Are there clear procedures for cleaning of the premises, equipment and utensils, including how to clean up spillages safely?
• Do you have an allergen policy in place?
• Could you start a log of all near-misses and review periodically (i.e. monthly) to drive continuous improvement?

Summary

Allergen management isn’t just about complying with the law. It’s about doing right by your customers. It shows you care, it builds trust, and it’s good for business.

Getting allergen management right can be a challenge, especially in busy environments. But with the right systems, good training, and a team that understands and cares it is absolutely achievable.

Need Level 2 or Level 3 allergen training for your team? My video courses launch in Autumn 2025. Join the waitlist here to be the first to know and get an exclusive discount.