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Case 170 - Coffee chain cannot serve half and half milk due to health and safety

Issue

The enquirer visited her local coffee chain and asked for semi-skimmed milk. The server informed her they only serve skimmed or full fat, she then asked if she could perhaps have half and half as other branches have done this in the past. She was advised that due to health and safety they couldn't do this, a memo had been circulated to advise them.

Panel decision

There are no health and safety, nor food safety, reasons why milk which can be served separately cannot be served in combination in a drink. This is a clear case of poor customer service hiding behind the health and safety excuse and the café in question should be challenged to explain the real reason for their decision.

2013-05-01