Allergy Service Process

These steps summarise the process we follow at our restaurants for those with a food allergy. Please read the further information below for full details about our approach to allergens.

  • We provide an allergen menu for all of our dishes, detailing the 14 main food allergens. This is available in our restaurants and cafés; from our websites; and on our ordering apps (at Jersey Crab Shack and Café Ubé).

 

  • Guests are requested to advise their server of any allergies before ordering and to use the allergen menu from which to choose their food, so that they can make sure it doesn’t contain the relevant allergen.

 

  • When we take the guest’s order via our electronic ordering system, a marker is put against the dish to warn the kitchen of the customer’s allergy and the relevant allergen(s).

 

  • At Jersey Crab Shack, where orders can be made via an app, at the end of the list of menu items there is an allergy section where you can flag any of the 14 allergens so the same process is followed. We just ask at Jersey Crab Shack that orders via app are made separately for the person suffering from a severe allergy.

 

  • The kitchen will then take all reasonable precautions to avoid cross contamination, as well as putting a blue allergen flag on the dish so servers and customers know that the kitchen has received the message.

 

  • This blue flag gives customers the confidence that their allergy has been understood by the kitchen, and provides reassurance that every reasonable step has been taken to make sure that the dish has not been contaminated by the relevant ingredient(s).

 

  • It’s important that customers with allergies make sure they mention this to our team, so that we can ensure the above process is followed. No restaurant or food supplier can offer a 100% guarantee that they will never unknowingly serve an ingredient that is not disclosed; and risks are still possible from cross-contamination or human error, but we invest considerable resources to ensure customers can be confident when they dine with us, and that they have the information to enable them to make the choice whether to dine with us or choose a particular dish.

 

  • If a customer is allergic to an allergen that is not listed on the 14 key allergens tracked on the menu, we cannot follow the same approach. There are risks from allergens contained in bought-in ingredients that are made from several ingredients, and we cannot follow the same level of process around handling of non-key allergens. We therefore strongly recommend a customer with a life-threatening allergy who is severely allergic to ingredients that are not one of the 14 key allergens assesses the risk before dining with us. We understand they may decide not to dine with us.

 

  • We are unable to make modifications or substitutions to our dishes, so we kindly request that all guests, especially those with allergies, choose dishes as per the menu. Any modifications or substitutions could impact the accuracy of our allergen menu, putting guests with allergies at risk, and could also lead to issues with slower service; stock control; and food not looking or tasting as good as it should.

 


 

Food Allergy Policy

For some customers, “free-from diets” are a lifestyle choice, but for the increasing number of people who suffer from food allergies, eating out can be a matter of life or death, or can at least result in a trip to the hospital, which is not how they want to end an enjoyable night out. At JPRestaurants, we take these matters very seriously and we have put in place a series of measures to ensure customers with food allergies and intolerances can eat at our restaurants and cafés with confidence. Whilst we have to balance the needs of the majority of customers, and can’t protect against every eventuality of minor cross contamination for all allergens unless we exclude certain ingredients from our kitchens, we aim to strike the right balance.

What is important is that we are clear with the information we provide, our staff are trained, and customers with food allergies are put into a position where they can make an educated choice as to whether or not to dine with us, or whether or not to order a particular dish. We understand that those with life-threatening food allergies may decide not to eat out.

Our process starts with recipe development around three months prior to our seasonal menu changes. We may decide to exclude common allergens from certain dishes so they appeal to a wider group of people. As an example, as of October 2019, we don’t use peanuts in any of our kitchens (they are, however, available in sealed packets as part of confectionery sold in Café Ubé), and we use gluten-free flour in many of our batters. We also carry out due diligence on our suppliers to ensure we have confidence in what they deliver to our kitchens.

The second part of the process is following key parts of the European regulations on allergens (which are not law in Jersey). We publish a list of all dishes available in our restaurants and provide a simple means of identifying which dishes contain any of the 14 main allergens. These allergen menus are available on our customer restaurant and café websites in the menu sections.

Separately, for those with dietary preferences but not allergies, we also publish key indicators on our main menus to give information about popular dietary choices – for example, our menus show clearly which dishes are Vegetarian (V), Vegan (VV) or Dairy Free (DF), and which dishes have no gluten-containing ingredients (NGCI). This helps customers to make an informed choice about which dish they should order, and avoids confusion between customers and our teams.

The third part of the process is staff training. All our managers, order-taking wait staff, chefs and kitchen staff are provided with training and we stress the importance of the processes we have in place and the potential danger to customers with allergies of eating ingredients that may make them ill.

This training, menu and recipe development, and our processes and procedures to ensure we can provide a safe environment as well as tasty food, is one the reasons we decline customers requests to cook special dishes that are not on our menu or to bring food such as cakes to our restaurants.

There is a separate service policy for dealing with customers with allergies. This includes sending an email to a customer prior to dining explaining how we deal with allergens, if they mention when booking that they have an allergy.

At our restaurants, guests are requested to advise their server of any allergies and to use our allergen menu from which to make their choice. When the order is taken via the electronic order handhelds at the till, a flag is put against the dish to warn the kitchen of the customer’s allergy and the relevant allergen(s). At Jersey Crab Shack where orders can be made via an app, at the end of the list of menu items there is an allergy section where you can flag any of the 14 allergens so the same process is followed. We just ask at Jersey Crab Shack that orders via app are made separately for the person suffering from a severe allergy.

The kitchen will then take all reasonable precautions to avoid cross contamination, as well as putting a blue allergen flag on the dish so servers and customers know that the kitchen has received the message. This blue flag gives customers the confidence that their allergy has been understood by the kitchen, and provides reassurance that every reasonable step has been taken to make sure that the dish has not been contaminated by the relevant ingredient(s). It’s important that customers with allergies make sure they mention this to our team, so that we can ensure the above process is followed.

We ask that customers with severe food allergies do not request any alterations and modifications, and instead choose a complete dish off our allergy menu, ensuring it does not contain the relevant allergen. This advice is part of our strict policy, and whilst there is always the possibility of cross-contamination, it means that the risk of potential communication errors leading to contamination is further reduced.

If a customer is allergic to an allergen that is not listed on the 14 key allergens tracked on the menu, we cannot follow the same approach. There are risks from allergens contained in bought-in ingredients that are made from several ingredients, and we cannot follow the same level of process around handling of non-key allergens. We therefore strongly recommend a customer with a life-threatening allergy who is severely allergic to ingredients that are not one of the 14 key allergens assesses the risk before dining with us. We understand they may decide not to dine with us.

Ultimately, customers with food allergies understand that no restaurant or food supplier can offer a 100% guarantee that they will never unknowingly serve an ingredient that is not disclosed, that cross-contamination is possible or human error can occur, but at JPRestaurants we invest considerable resources to ensure customers can be confident when they dine with us, and that they have the information to enable them to make the choice whether to dine with us or choose a particular dish. Those with severe food allergies always travel with their medication including Adrenalin auto-injectors and anti-histamine close at hand and it’s important we encourage customers to check with their JPRestaurants server and look at the allergen menu each time they visit us, as ingredients can change.

We encourage customer feedback on this policy and have discussed the contents with medical professionals. Further information on food allergies and intolerances can be found on the Allergy UK Website.