Small print · putting it right
Complaints procedure
Food that was not right, a booked day that went wrong, a reply that never came, or this website itself: how to tell the company, what it does with what you tell it and by when, and where to go next if its answer does not settle things.
In force from 13 November 2026.
First, if someone is unwell
If someone has trouble breathing, swelling in the mouth or throat, or collapses after eating, call 999 and say anaphylaxis. For an illness that is not an emergency, NHS 111. Then tell the company, so the food and that day's temperature readings can be looked at.
How to complain
Whichever way suits you. A complaint does not have to be called one to be treated as one.
On the day
At the hatch
Ask for the person in charge of the stand. Most things about a dish can be put right there and then: cooked again, or the money paid for it given back. If it cannot be settled at the hatch, it is written down that day and the office follows it up.
Any time
By email
Start the subject with “Complaint”. Say when and where it happened, what went wrong, and what would put it right for you; add a stand request's reference if it is about a booked day.
This address goes live with the company's own domain, which is being set up; until then mail to it is not delivered. A firm with a booked day can write in its request's “Anything else” box in the meantime, and the crew at the hatch can take a complaint on any stand day.
What happens next, and by when
Counted in working days: Monday to Friday, not bank holidays in England.
- Acknowledged within 2 working daysA reply saying the complaint has arrived, who is looking at it, and when to expect an answer.
- Looked intoThe day's temperature readings and cleaning checks, the labels behind the dish, the request and anything else that bears on it. Nobody is asked to judge a complaint about their own work where someone else can.
- Answered in full within 10 working daysWhat was found, whether the complaint is upheld, what is being done about it, and what will change. If it needs longer, you are told why and given a date.
- Kept, then deletedThe complaint and its answer are kept for twelve months after the final answer, so a pattern can be seen, then deleted.
If the answer does not settle it
The company belongs to no trade body or redress scheme, so these are the routes open to anyone.
- Advice on your rights as a customer
- The Citizens Advice consumer service covers England and Wales, and can pass a complaint to Trading Standards: citizensadvice.org.uk/consumer.
- A worry about food safety or hygiene
- The food safety team of the council where it happened; for the stand's home district, Wyre Forest District Council. The Food Standards Agency's “Report a food problem” service finds the right council: food.gov.uk.
- A claim for money
- The small claims track of the County Court in England and Wales, which can be started online through Money Claim Online on gov.uk. A firm that booked the stand may prefer mediation first, and the company will agree to it.
- How your information was handled
- The Information Commissioner's Office: ico.org.uk/make-a-complaint. The privacy notice sets out what is kept.
- Access to this site or the stand
- The Equality Advisory and Support Service, as set out in the accessibility statement.
Registered details
The registered office is a private address for post and filings. No food is cooked, sold or collected there.
- Registered name
- MZ SOLUTIONS LTD
- Company number
- 17430729
- D-U-N-S
- 235118560
- Registered in
- England and Wales
- Incorporated
- 1 September 2026
- Registered office
- 107 Coventry Street KIDDERMINSTER, DY10 2BH United Kingdom
- Activities (SIC)
- 56103 Take-away food shops and mobile food stands · 82990 Other business support service activities not elsewhere classified