Allergen safety isn’t just about having the right information – it’s about making sure that information flows clearly and consistently from the customer to the kitchen and back again.

The FSA’s 2025 Best Practice Guidance lays out a recommended flow of allergen information that shows how communication should work across the customer journey. In this article, we’ll walk you through each step of that flow, explain who’s responsible for what, and highlight which elements Edible can help simplify.

1. Encourage customers to disclose allergies early

It all starts with the customer. Businesses should actively encourage diners to share any allergen requirements at the earliest possible opportunity – when booking, when menus are put down, or when the order is taken.

This could be as simple as including a note on your menu, signage at the counter, or by asking:

“Are there any allergies or dietary requirements I should be aware of?”

This can be a real lifesaver – literally. It’s a small gesture with a big impact on trust and safety. Edible supports this step by letting customers filter your menu by allergen before they visit – so customers and staff are on the same page from the start.

2. Provide clear allergen information

Whether you use paper menus, chalkboards, or digital displays, keep allergen info clear and simple. Customers need access to accurate allergen information so they can make an informed choice. That includes:

• A full list of the 14 regulated allergens for each dish

• Any precautionary allergen labelling (PAL) like “may contain sesame”

• Details on cross-contamination risk, especially in open kitchens or shared equipment

This information should be written, easy to access, and kept up to date. If space is tight, mention where they can find a detailed allergen chart (like a printed reference sheet or a QR code to your website). Check out our guide to presenting written allergen information to explore common methods.

3. Help customers make an informed decision

Once allergen information is clearly presented, the customer is in a position to decide what they feel safe eating. This is a critical moment – and the business's job is to support, not influence, that decision.

Staff should avoid making assumptions of what is safe for them and instead say:

“Here’s the most up-to-date allergen information. Let me know if you'd like me to check anything with the kitchen.”

4. Note the allergy on the order ticket

When a customer places an order and flags an allergy, that information needs to be recorded – clearly and in writing. Whether you're using paper tickets, an EPOS system, or handwritten notes, the allergy must not be skipped or left vague.

Key points to record:

• Which allergen(s) apply

• Which dish(es) are affected

• Who the allergy applies to (if it’s a shared table)

5. Double-confirm with the kitchen

Once the order is placed, front-of-house staff should follow up with a direct verbal confirmation to the kitchen, specifically calling out the allergy. This provides a crucial moment to clarify anything that might be unclear on the order ticket and ensures everyone is aligned before preparation begins.

Staff should never assume the kitchen already knows – verbal confirmation is an essential safety step, not a formality. Hearing the allergy repeated and acknowledged by the chef adds a layer of assurance that written notes alone can’t guarantee.

6. Kitchen prepares the meal safely

Kitchen staff must take appropriate action to meet the allergen requirement. That could include:

• Using clean equipment and utensils

• Cooking the dish in a separate area if possible

• Double-checking every ingredient and avoiding substitutions without approval

This is also where awareness of PAL and cross-contact comes into play. If there’s any uncertainty, the dish should be held or flagged.

7. Identify the allergen-safe meal clearly

Once the dish is ready, it should be clearly marked so it’s not confused with others. This could be:

• A flagged skewer or tag

• A covered plate

• A specific delivery tray

• Labelled packaging for takeaway orders

The point is to make it unmistakably clear which meal is allergen-safe before it leaves the kitchen.

8. Serve and confirm

When the dish reaches the customer, staff must ensure it’s both the correct meal and delivered to the right person. This is a critical final step where attention to detail really matters.

Never hand over multiple plates and ask, “Which one of you has the allergy?” – this undermines confidence and increases the chance of error. Instead, the server should clearly identify the allergen-safe dish and confirm out loud that the customer’s dietary needs have been met. For example:

“This is the nut-free risotto you requested. It was prepared separately with extra care.”

This closing loop of communication reinforces trust, gives the customer a chance to ask any final questions, and shows that your team takes allergy safety seriously from start to finish.

Training tips that stick

To make this flow second nature, build it into your team culture:

• Include allergen handling in pre-service briefings

• Assign an “allergy lead” per shift, and have new staff defer to this person when an allergy is flagged

• Encourage staff to treat every allergy as potentially serious – even if the guest seems casual about it

• Role play the flow regularly to build muscle memory

Where Edible fits in

Edible is designed to support this entire information flow – from the customer’s first search to the kitchen’s final plate check. With Edible you get:

• Written allergen info that’s easy to keep accurate

• Filterable menus that help guests decide before they arrive

• Staff-friendly tools to check allergen info at a glance

• Notes on possible modifications to reduce back and forth during busy service

• Peace of mind for both customers and staff

Get started for free – build your first digital allergen menu with Edible in minutes.

Final thoughts

Clear communication around allergens isn’t just good service – it’s a legal and moral obligation. When everyone knows the process and uses it consistently, you create a safer, smoother experience for everyone involved.

Whether you're training new staff or reviewing your current flow, make this process visible, repeatable, and respectful. And if you’d like help getting started, book a free Edible demo – we’ll show you how to bring your allergen workflow to life.

We're here to help make allergy safety second nature.