How to Handle Allergens Online

A safe online allergen process connects approved recipes, supplier specifications, menu data, trained staff, kitchen controls and delivery-stage information. A disclaimer, filter or free-text note cannot replace that system.

Related guides

• Online Ordering — the main guide for the wider topic.
• Online Compliance and Food Safety — the broader guide that frames this implementation.
• Food Hygiene Ratings and Online Ordering — a closely related operational control to review alongside this page.
• Dietary Requirements on Digital Menus — a closely related operational control to review alongside this page.

Create one approved allergen source

Build the allergen matrix from current ingredients and supplier specifications, not memory. Include sauces, oils, garnishes, drinks, sides and every modifier. Name the approver and version. If information is incomplete, stop the affected item or remove the online claim until it is resolved.

Make information available before purchase

For non-prepacked food sold online or by phone, written allergen information should be available before the customer completes the order. Put it close to the item and modifier choices. A generic statement asking customers to call may support the process, but it should not hide ingredient-level information that the business can provide in writing.

Provide information at delivery

The order needs a reliable delivery-stage method, such as a label, receipt, printed reference or another process that reaches the correct customer with the correct order. Test multi-bag orders, split orders and marketplace handover. Do not assume that information visible in an app remains available after checkout.

Design the order workflow

Control modifiers and substitutions

• Make default sauces and toppings explicit.
• Calculate the allergen impact of every option.
• Prevent an unavailable ingredient from being silently replaced.
• Remove items promptly when supplier data is uncertain.
• Retest website, app, marketplace and kitchen outputs after changes.
• Do not let staff “edit around” an allergy request through an unapproved note.

Use careful language

Avoid “allergen free”, “safe for everyone” or “prepared separately” unless the business can substantiate the complete claim. Explain cross-contact risk accurately and do not use a disclaimer to contradict a strong badge. Dietary labels such as vegan or gluten-free need their own approved standards and do not replace regulated allergen information.

Train and rehearse

Train ordering, kitchen, packing, driver and support staff on the same process. Use realistic test orders involving modifiers, phone queries, marketplace orders and supplier substitutions. Record competence and retrain after a system or recipe change.

Practical next step

Run an end-to-end test with one complex item: customer view, modifier selection, checkout, kitchen ticket, packing label and delivery handover. Record every place where the approved allergen information changes or disappears.

Audit marketplaces and telephone orders separately

A marketplace may restrict the way allergen data is displayed, while telephone orders depend more heavily on trained staff. Record the exact capability and limitation of each channel. Where a platform cannot show the approved information clearly, use an authorised workaround or remove the affected product rather than relying on a vague disclaimer.

Telephone staff should read from the approved source, repeat the item and modifiers, record the request accurately and know when not to accept an order. Never improvise from memory or promise that removing one ingredient removes all cross-contact risk.

Review incidents and near misses

Track incorrect menu information, staff uncertainty, missing delivery labels, supplier substitutions and orders stopped before fulfilment. Near misses are evidence of a weak control even where no customer reports harm. Assign a corrective owner and verify the fix across every channel.

Sources and date checked

Guidance checked: 24 July 2026. Recheck official guidance, local requirements and supplier documentation before changing a live operation.

• FSA: allergen information for non-prepacked food
• GOV.UK: allergen labelling technical guidance
• FSA: allergen guidance for food businesses