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Hello, I’m Ben, a UK lawyer and will be dealing with your case today. I may also need to ask some questions to determine the legal position.
Have you suffered any injuries as a result?
Just getting my reply ready
Thank you. Legally you cannot do much unless you have been injured. The law does not compensate you for ‘what could have happened’ only for what actually happened. So you must have suffered some injuries to be able to take it any further. At this stage, all you are entitled to is a refund for the packet of grapes which you bought. You may however find that the retailer agrees to compensate you above that and offer you money or vouchers – this is a goodwill gesture and certainly not something you can force them to do, but I would expect M&S to maintain good customer service and try to keep you happy as a customer so I would complain to them and escalate it internally until you get an outcome that is to your satisfaction.
Does this answer your query?
1. You can report to the Food Standards Agency for example but that is then up to them and it won’t get you compensation, they may look at action against the retailer, like a fine for example or instructions on how to change their processes
2. There has to be a serious and official psychiatric/psychological illness, such as PTSD, but for that you need to get official diagnosis before you can take it any further so it is not that easy. After that, assuming M&S will not just compensate you, you have to go to court to argue your case.
Does this clarify things a bit more for you?
You are most welcome