If you believe your food hygiene rating does not reflect the current standards at your business, you have three statutory options under the Food Hygiene Rating (Wales) Act 2013. You can appeal the rating, submit a right of reply, or request a re-rating visit after making improvements.
These safeguards exist because a low rating can significantly affect customer confidence and trade. However, you must continue to display your current rating while any appeal or re-rating process is under way. Removing your sticker is an offence regardless of whether you are challenging the rating.
Your three options
Each option serves a different purpose. You can use more than one at the same time -- for example, you might appeal the rating while also beginning improvements so you can request a re-rating later.
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Option 1: Appeal the rating (within 21 days)
If you believe the rating is wrong because the inspector made an error of fact, did not follow proper procedures, or did not take relevant information into account, you can appeal. You must submit your appeal in writing to your local authority within 21 days of receiving your rating notification. The local authority will review the evidence and may uphold, amend, or overturn the rating. You cannot appeal simply because you disagree with the inspector's professional judgement.
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Option 2: Submit a right of reply
You can submit a written statement explaining the circumstances of your rating or the steps you have taken to improve. There is no deadline for this. Your statement will be published on the Food Standards Agency FHRS website alongside your rating, so customers can read your response. This does not change your rating, but it lets you put your side of the story on the public record.
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Option 3: Request a re-rating visit
If you have made improvements to your food hygiene standards since your last inspection, you can request a re-rating visit at any time. Your local authority will charge a fee for this visit. The visit must be carried out within 3 months of your request. Your rating may go up, stay the same, or go down as a result. You can request re-rating as many times as you wish, but you must demonstrate that genuine changes have been made since the previous rating.
How to decide which option to use
- The inspector got something wrong -- appeal within 21 days.
- You want customers to know your side -- submit a right of reply at any time.
- You have improved since the inspection -- request a re-rating visit.
If you are unsure which route is appropriate, contact your local authority's Environmental Health team. They can explain the process and help you understand what evidence you would need.
What happens during a re-rating visit
A re-rating inspection follows exactly the same process as a scheduled inspection. The officer will assess your food hygiene, structural conditions, and food safety management system. The three areas scored are:
- Hygiene -- food handling, preparation, cooking, cooling, and storage practices
- Structure -- cleanliness and condition of premises, equipment, lighting, and ventilation
- Management -- your food safety management system (such as Safer Food Better Business), staff training records, and temperature monitoring logs
Your new rating replaces the old one immediately. If the new rating is lower than expected, you cannot revert to the previous rating.
Enforcement if you do not comply
If you remove your rating sticker while challenging it, or fail to update your display after receiving a new rating, your local authority can take enforcement action.
What to do next
If you want to appeal, act quickly -- you have only 21 days from the date of your rating notification. Contact your local authority's Environmental Health team in writing, setting out why you believe the rating is wrong and providing any supporting evidence.
If you want to request a re-rating, make your improvements first, then contact your local authority to arrange a visit. Be prepared to pay the re-rating fee and to have the visit within 3 months.
For details on what your rating means and how to improve it, see Comply with mandatory food hygiene rating display in Wales.