Mystery Diner Programme
Our Gluten Free accreditation scheme, established in 2012 makes eating out safer and easier for people who need to live gluten free. When you see our GF trademark, it signifies a venue's commitment to gluten free food safety. With around 3,000 accredited venues nationwide, from chains to independent establishments, our unique scheme guarantees a confident dining experience. We are always working with our GF accredited partners to improve the experience of eating out gluten free which is why we have created our Mystery Diner programme and would love to hear from you.
By taking part in this programme your insights will help us improve our GF accreditation scheme for people who require gluten free options when eating out. For more information on becoming a mystery diner, including what this means and how to get involved, please refer to the Q&A section below. You can find the link to complete the survey here.
What is a ‘Mystery Diner’?
A mystery diner is someone who visits a venue and provides feedback on what they have seen or experienced, all done without the venue being aware. The ‘mystery’ element is required to ensure that the experience is as close to the venue’s normal way of working as possible, as that’s the only way to fully assess processes and either feedback positively or give recommendations for improvements.
Do I have to eat out at a specific venue?
You can complete the survey whenever you eat at a venue with the Coeliac UK GF accreditation, and there are over 3,000 across the UK. Venues should have the GF logo visible, sometimes on their window or on their menus. You can also find a list here or search our Live Well Gluten Free app (Member only benefit). Please note that our GF accredited schools and hospitals are not included within the scope of this survey.
What do I need to do?
When you visit a GF accredited venue, or within the next few days after your visit, we would like you to fill in a short online survey on your eating out experience. We are looking for feedback on different aspects including staff knowledge, the visibility of gluten free options on the menu and if you were satisfied with the selection of gluten free dishes available. Completing the survey should take no more than 10 minutes.
It is rare that a diner’s experience at a GF accredited venue will be deemed very poor, however if you experience any issues that warrant a formal complaint, please address these with the venue at the time in the first instance, and let us know via our online complaints form so that we can follow up with them directly.
What happens to the information provided?
Can I provide feedback when my gluten free meal is collected or delivered?
You can provide feedback if you’ve ordered a gluten free meal for collection or delivery from a GF accredited venue. However, it’s important to note that currently our GF accreditation scheme only covers delivery or takeaway when it is offered directly by the food business itself either with their own delivery drivers or via their website’s online ordering system. It does not cover a situation where third party delivery services, such as Deliveroo or Uber Eats are used.
Will I be able to claim the cost for the meal?
Regrettably, as a charitable organisation, we are unable to bear expenses of your meal, and therefore any costs incurred will not be eligible for reimbursement, nor will there be any compensation provided. Your contributions, however, will play a significant role in identifying enhancements for the gluten free dining experience within our community. We extend our heartfelt gratitude for your invaluable assistance.