If you want to raise a serious concern about your experience at PizzaExpress, we want to make it easy for you to do so. We take all concerns seriously and handle them with care, discretion, and confidentiality where possible.
What counts as a serious concern?
A serious concern is any issue that may involve a significant risk to people, food safety, or the integrity of our service. Examples include staff conduct concerns, suspected food safety issues, or any other matter that you believe needs urgent investigation and review.
How to report a serious concern
Contact us as soon as possible and share as much detail as you can. Include the date, time, location, what happened, and any names or reference numbers if you have them. If you need to report an immediate safety risk, contact the relevant emergency services first.
- Contact PizzaExpress Customer Care through our support channels.
- Tell us that your message is about a serious concern so it can be prioritised appropriately.
- Provide any supporting details, such as photos, receipts.
- Keep a copy of your message for your records.
What happens after you report it
Once we receive your report, we will review the information and may contact you if we need more details. Depending on the nature of the concern, we may escalate it to the appropriate team for investigation and take any necessary action.
We treat these matters sensitively and aim to share updates only where appropriate and permitted. In some cases, we may not be able to provide full details of any internal outcome, but we will always consider the concern carefully.
Response times
We aim to acknowledge serious concerns within 48 business hours. If your report requires urgent attention, we will prioritise it as quickly as possible. If we need more information from you, this may affect how quickly we can complete our review.
Confidentiality and reassurance
We understand that raising a serious concern can feel difficult. We will handle your report professionally and confidentially, and we will only share it with people who need to know in order to review and respond to it.
Your feedback helps us protect our customers, our teams, and the standards we expect across PizzaExpress.
Additional information
If your concern is about a recent visit, include the restaurant location and the date of your visit. If you are unsure whether your issue should be raised as a serious concern, contact us and we will help direct it to the right team.