FAQ Overview

Thanks for getting in touch with us.

We're sorry that you've had cause to complain to us. From the details that you have provided, we can see that you have purchased some xxxxx that went out of date in xxxxxx. This will mean that the ingredients in the product will have started to breakdown and won't taste or look as they should.

Best before dates are shown on all of our products to make sure you get to enjoy them at their very best. Once our products leave our distribution depots, we have no control over the retailer's rotation of stock and we very much rely on them to make sure they do not sell our products out of date. Our products are supplied with at least 75% of their shelf life remaining and out of date products are usually down to poor stock rotation.

We would suggest you take your drink back to the retailer who should offer you a refund or a replacement. We apologise for any inconvenience that this has caused you and we hope you continue to enjoy our products.

Although we have a manufacturers suggested selling price; this is the price at which we recommend retailers sell our products.

We cannot enforce the selling price, or control store pricing policy unfortunately so we'd recommend you having a chat with your local store.

To clarify the labelling of our products, which is strictly regulated, the term ‘No Added Sugar’ means that we do not add any sugar to the products, but there may be naturally occurring sugar from the fruit in the product.

These products may contain sweeteners, but this will be clearly indicated on the label.

We can confirm that Pepsi does not contain any ingredients derived from animals and is therefore suitable for vegetarians.

This statement is also true for other Pepsi products such as Diet Pepsi, Pepsi Max, 7UP, 7UP Free and Mountain Dew. We would also add that the products are non-alcoholic beverages and fulfil the legal requirements to be defined as such.

We do not add alcohol and no alcohol is produced by fermentation during the production of the beverages. We hope this information is useful and thank you for getting in contact.

Our branded items are produced specifically for our retail customers or developed as part of a promotion.

Unfortunately, we're not able to send you any merchandise right now but we appreciate you getting in touch and hope you continue to love our drinks!

Thanks for getting in touch with us.

We can confirm that the message you received is fraudulent with no connection to either PepsiCo or Britvic (PepsiCo's authorised bottler in the UK).

The promotion outlined in the message is not related to any that we are currently running so we'd advise that you do not reply to this or future messages of this nature, transfer any money into unknown accounts, or provide any personal details to the sender.

We are doing all we can to stop the fraudulent messages; the information you have provided us helps us to monitor this situation.

Many thanks for bringing this matter to our attention.

Thank you for getting in touch with us regarding the suitability of consuming INSERT during pregnancy.

Whilst we are not qualified to comment specifically on whether or not our products are suitable for you, we can confirm that as a soft drinks manufacturer we are governed by both EU and UK legislation and, in formulating our products, we only use fully permitted and approved ingredients within the limits specified.

All ingredients are clearly listed in the ingredients panel as required by law, so that consumers may make informed choices. However, products which contain caffeine at levels greater than 150mg/litre do contain the statements "High Caffeine content" and "Not suitable for children, pregnant women and persons sensitive to caffeine" and therefore consumption of these should be avoided during pregnancy.

If you do have any concerns about our products or any of the ingredients used, may I suggest you consult your midwife or your local GP who will be able to give you professional advice for your specific needs.

We hope you find this information useful and thank you for contacting Britvic.

Robinsons Fruit and Barley contains lots of real fruit and some refined barley flour to give it the smooth texture and mouthfeel that you know and love.

Due to this content, it is a common characteristic of the product, for fruit and barley flour to settle out over a period of time and for it to collect at the base of the bottle. If you shake the bottle gently, this will disperse and the drink can be enjoyed as normal.

We hope you find this information useful, and continue to enjoy our soft drinks.

Although artificial sweeteners may influence the flavour of a product in terms of sweetness, their function within the product is as a sweetener and does not fall within the legal definition of a flavouring.

Thanks for getting in touch regarding our product suitability for Halal/Kosher diets.

We don't manufacture products specifically for Halal/Kosher diets, our products in their sold states, do not hold a recognised certification of conformity.

Our drinks are, however, suitable for vegetarians and alcohol free. We hope that this information helps you.

We were very sorry to hear that you had cause to complain about a bottle of XXXXXX and we apologise for the concern that the incident caused you.

The sample that you returned to us has been analysed. We can confirm that we received XXXXXXX containing a foreign body which on examination by our laboratory was confirmed to be mould. Mould is formed when a product is exposed to naturally occurring spores that are present in the air around us. There are factors outside of our direct control which may lead to air intake into the bottle post manufacture e.g. non visible damage to bottle during transportation or whilst being handled in store, which can sometimes allow mould to develop.

As part of our investigations into this issue we were not able to determine exact cause of air intake as the cap had already been removed from the bottle prior to our receipt of the sample.

**ONLY ADD IF RELEVANT** The microbiological analysis that we carried out also tested for any bacteria that may be likely to cause illness; there was no bacteria found in the product.

We would once again like to apologise to you for any inconvenience this incident caused and to thank you for your patience in allowing us to investigate this matter and would like to offer some vouchers as a gesture of goodwill.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

In most of our berry based drinks we use Anthocyanins which are a very large group of red-blue plant pigments. In fact, there are over 300 different naturally occurring types of Anthocyanins.

These are responsible for the red to blue colours of various fruits and vegetables, such as grapes, elderberries, black currants, purple carrots, purple sweet potato, black carrots, hibiscus, red radish and red cabbage.

We are extremely sorry to hear that you have had cause to complain about xxxx and apologise for any inconvenience that this incident may have caused.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

We have requested/received the sample you returned to xxxx and we will carry out a full analysis at our central laboratory hich will hopefully identify the root cause for your complaint.

Please be assured that once we have completed our investigation, we will be back in contact to discuss the matter with you further.

Hi,

Thanks very much for sending in your sample for analysis.

We're just writing to let you know that we have received it. It is being sent directly to our lab team who will carry out a full investigation and we aim to identify the root cause of your complaint.

We hope to have some results to share with you within the next few weeks.

Britvic Consumer Engagement Team

CUSTOMER NAME:

STORE REFERENCE:

PRODUCT:

Thank you for your recent correspondence. We are extremely sorry to learn of the problem your customer experienced with a bottle/can of xxxx

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

Could you please return the product in the packaging provided using the enclosed pre-paid address label. Please be assured that we will bring this incident to the attention of the manufacturing site and will carry out a full analysis of the sample.

We apologise for any inconvenience that this incident may have caused your customer and will be in touch we can discuss this matter further.

Thanks for getting in touch with us, we're sorry that a bottle/can of xxxx that you bought was flat.

With our fizzy products, it's difficult for us to find out the exact reason for them losing their bubbles. There could be a variety of external reasons as to why this has happened once the product has left our factory and before it reaches the store where you made your purchase.

Could you tell us the production codes that are printed on the product they start with a month/year and end with a time. They will tell us when and where it was produced so that we can tell our quality teams about it.

Once we have heard from you we will arrange for a voucher to be sent to you to grab yourself another product, on us.

We look forward to hearing from you.

We were very sorry to hear that you have had cause to complain about an insect in a can of xxxxx.

The sample that was returned to us was sent to our central laboratory for a full analysis. The lab confirmed the following - {ENTER LAB FINDINGS}

At Britvic we are committed to the highest quality standards and we have stringent controls in place at all our factories, which makes it difficult to explain how this could have occurred. The can in question was filled at our {INSERT FACTORY NAME} factory, which is a modern, purpose built soft drinks canning plant, with high speed canning lines, each capable of filling around 1500 cans per minute.

All windows at the site are locked to prevent opening and there is an air circulation system using filtered air. The filters are changed and cleaned at regular intervals. Insectocutors (an electrical method of attracting and destroying flying insects) are installed and wall/floor junctions are sealed. In addition, regular inspections of the machinery and buildings are carried out by an approved pest control firm. During production, empty cans are delivered to our factory by our can suppliers on sealed pallets and are only removed from these pallets when required for filling.

The cans are taken from the pallets and placed on a moving depalletising machine. Immediately before entering the filling machine the cans are automatically inverted and sprayed inside and out with jets of high pressure water. This is designed to remove any dust or cardboard fibres which would likely be present and should certainly have removed a foreign body of the type involved in this complaint. After rinsing the cans continue inverted for a short time to facilitate drainage and are then turned upright and enter the filling machine. Here they are automatically filled and sealed. The product entering the cans does so after passing through a very fine mesh in-line filter that should preclude the passage of a foreign body.

{ONLY USE THIS IF APPROPRIATE} Further to this, we believe that the pH ofXXXXXX is too low (acidic) for the foreign body to have still been present in its received condition, had it entered the bottle during production. This particular can was produced in *{ENTER DATE - REFER TO JULIAN CODE!}* and we would reasonably have expected to see a significant breakdown of the foreign body, to the point where it would actually not be visible to the naked eye, had it been in the product for this length of time.

As you can imagine, we take great care to ensure that the highest standards of quality control are maintained at our manufacturing sites and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products.

As we operate within the food industry, we have to meet many food safety regulations and take great pride in ensuring that we meet, and often exceed, these standards.

From our investigations, we're confident that the insect was not in the can from production. We appreciate you getting in touch and will send you a voucher as a gesture of goodwill.

We were very sorry to hear that you have had cause to complain about anxxxxx in a bottle of xxxxx.

We can identify that... {ENTER FINDINGS}

At Britvic we are committed to the highest quality standards and we have stringent controls in place at all our factories, which makes it difficult to explain how this could have occurred.

The bottle in question was filled at our {ENTER FACTORY NAME} factory, which is a modern, purpose built soft drinks bottling plant. {

USE THIS IF FB IS AN INSECT} All windows at the site are locked to prevent opening and there is an air circulation system using filtered air. The filters are changed and cleaned at regular intervals. Insectocutors (an electrical method of attracting and destroying flying insects) are installed and wall/floor junctions are sealed. In addition, regular inspections of all machinery and buildings are carried out by an approved pest control firm.

Preforms are manufactured by our bottle supplier and delivered to our factories on sealed pallets and are only removed from these pallets when required for production. These preforms are blown into bottles directly onto the production line in the plant. An airveyor transports the bottles towards the filling machine where, prior to filling, they enter a rinser where they are inverted and sprayed with jets of treated water at high pressure. This process is designed to remove any foreign matter such as dust or cardboard fibres which would likely be present and should certainly have removed a foreign body of the type involved in this complaint. After rinsing the bottles continue inverted for a short time to facilitate drainage, are re-inverted, and travel via a very short covered conveyor to enter the filling machine. Here, they are automatically filled and are immediately capped with a tamper evident closure. The product entering the bottles does so after passing through a very fine mesh in-line filter that should preclude the passage of a foreign body.

{ONLY USE THIS IF APPROPRIATE} Further to this, we believe that the pH of XXXXXX is too low (acidic) for the foreign body to have still been present in its received condition, had it entered the bottle during production. This particular bottle was produced in *{ENTER DATE - REFER TO JULIAN CODE!}* and we would reasonably have expected to see a significant breakdown of the foreign body, to the point where it would actually not be visible to the naked eye, had it been in theproductfor this length of time.

As you can imagine, we take great care to ensure that the highest standards of quality control are maintained at our manufacturing sites and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products. As we operate within the food industry, we have to meet many food safety regulations and take great pride in ensuring that we meet, and often exceed, these standards.

From our investigations we're confident that the foreign body was not in your bottle from production. Nevertheless, we thank you for contacting us and will send you a voucher as a gesture of goodwill.

We are very sorry to hear that you have had cause to complain about a leaking bottle of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Bottle leakage can be caused by the bottle being damaged or pin holed during the transportation and storage, or if the cap application fails.

Cap application may be poor if the cap is not correctly seated on the bottle this can be the result of either the bottle neck or cap threads being slightly imperfect.

The bottle, which you kindly returned to us, has been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the voucher we're posting as a gesture of goodwill, so that you may purchase further products from our range.

We are very sorry to hear that you have had cause to complain about a leaking bottle of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Bottle leakage can be caused by the bottle being damaged or pin holed during the transportation and storage, or if the cap application fails. Cap application may be poor if the cap is not correctly seated on the bottle, this can be the result of either the bottle neck or cap threads being slightly imperfect.

The production codes, which you kindly gave us, have been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the voucher we're posting as a gesture of goodwill, so that you may purchase further products from our range.

We are very sorry to hear that you have had cause to complain about a leaking bottle of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Bottle leakage can be caused by the bottle being damaged or pin holed during the transportation and storage, or if the cap application fails. Cap application may be poor if the cap is not correctly seated on the bottle, this can be the result of either the bottle neck or cap threads being slightly imperfect.

It would greatly assist our investigations if you could send us the production details for the bottle, if it is still available. These numbers can be found on the bottle and will tell us exactly when and where the bottle was produced - they look like this DEC21 R14L 0123 1232.

Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint. When we have heard back from you we'll pop a voucher in the post as a gesture of goodwill.

We are very sorry to hear that you have had cause to complain about a leaking can of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Cans are manufactured by spraying lacquer onto aluminium or steel sheets. If the lacquer fails to adhere properly at any spot the drink may come into contact with the metal of the can wall. This may result in a corrosive reaction and cause the can wall to leak.

The can, which you kindly returned to us, has been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the enclosed vouchers as a gesture of goodwill, so that you may purchase further products from our range.

We are very sorry to hear that you have had cause to complain about a leaking can of xxxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Cans are manufactured by spraying lacquer onto aluminium or steel sheets. If the lacquer fails to adhere properly at any spot, the drink may come into contact with the metal of the can wall. This will result in a corrosive reaction and cause the can wall to leak.

The production codes, which you kindly gave us, have been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the voucher we're posting to you as a gesture of goodwill, so that you may purchase further products from our range.

We are very sorry to hear that you have had cause to complain about a leaking bottle of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Bottle leakage can be caused by; the bottle being damaged or pin holed during the transportation and storage, if the bottle is stored in chilled conditions (for this may lead to cracking) or if the cap application fails.

Cap application may be poor if the cap is not correctly seated on the bottle, this can be the result of either the bottle neck or cap threads being slightly imperfect.

The bottle, which you kindly returned to us, has been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the voucher we're posting as a gesture of goodwill, so that you may purchase further products from our range.

We are very sorry to hear that you have had cause to complain about a leaking bottle of xxx.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. Bottle leakage can be caused by; the bottle being damaged or pin holed during the transportation and storage, if the bottle is stored in chilled conditions (for this may lead to cracking) or if the cap application fails. Cap application may be poor if the cap is not correctly seated on the bottle, this can be the result of either the bottle neck or cap threads being slightly imperfect.

The production codes, which you kindly gave us, have been of great assistance in our investigations. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience that this incident may have caused you. Please accept the voucher we're posting as a gesture of goodwill, so that you may purchase further products from our range.

Thanks for getting in touch with us.

We're sorry that you've found a part full can of xxxx. We carry out lots ofquality control checks at all stages of manufacture which are there to ensure that all products leaving our factories are in perfect condition.

It looks like the automatic low-fill detection apparatus installed on all our filling lines did not detect it this time around!

The can, which you kindly sent to us has been great with our investigation and we'll be sure to let our quality team know about your issue. We hope you'll accept the voucher we've enclosed to grab yourself another can on us!

Thanks for getting in touch with us, we're sorry that you've found a part full product of ours.

We carry out lots of quality control checks at all stages of manufacture which are there to ensure that all products leaving our factories are in perfect condition. It looks likethe automatic low-fill detection apparatus installed on all our filling lines did not detect it this time around!

Could you tell us the codes printed on the product, they look like this DEC21 R14L 0123 1234. They will tell us exactly when and where the product was produced so we can let our quality team know. After you have contacted us, we will also arrange for a voucher to be sent to you to grab a replacement, on us!

We look forward to hearing from you.

Thanks for getting in touch, we're sorry that you've found a part full can of xxxx.

We carry out lots of quality control checks at all stages of manufacture which are there to ensure that all products leaving our factories are in perfect condition. It looks like the automatic low-fill detection apparatus installed on all our filling lines did not detect it this time around!

The production codes, which you kindly gave us mean that we can identify when and where your products were produced and that we can tell our quality team about what has happened. We hope that you'll accept the voucher we're posting to grab something else on us.

Thank you for your message concerning the accidental spillage of xxx.

Our range contains real fruit which means that natural colours and oils found can be expected to cause staining in the same way that strawberries, beetroot or oranges might. We only use approved food ingredients in our range of soft drinks and as in any product, the colour is readily metabolised by enzymes naturally occurring in the human gut and so will cause no harm.

We're sorry that we cannot accept any liability for any damage caused by the accidental spillage. We are, however, sorry that one of our products has caused such concern and will send you some voucher as a gesture of goodwill.

We were very sorry to hear that you have had cause to complain about a foreign body in a can of xxxxx and apologise for any inconvenience or concern that this incident has caused. Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

The sample that was returned to us was sent to our central laboratory for a full analysis. The lab confirmed the following - {ENTER LAB FINDINGS}

The presence of any foreign bodies in one of our products is of great concern to us and is difficult to explain in view of the precautions we take and some of the processes we use in manufacture. Empty cans are delivered to our factory by the can supplier on sealed pallets and are only removed from these pallets when required for filling. The cans are taken from the pallets and placed onto a moving depalletising machine. This conveyor transports the cans above head-height towards the can filler using a filtered air airveyor.

Immediately before reaching the filler the cans are inverted and sprayed inside with jets of air at high pressure. This process is designed to remove any foreign matter such as dust or cardboard fibres which would likely be present and should certainly have removed a foreign body of the type involved in this complaint. The cans then continue inverted for a short time and are then turned upright and enter the filling machine. Here they are automatically filled and sealed. The product entering the cans does so after passing through a very fine mesh in-line filter that should preclude the passage of a foreign body.

As you can imagine, we take great care to ensure that the highest standards of quality control are maintained at our manufacturing sites and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products. As we operate within the food industry, we have to meet many food safety regulations and take great pride in ensuring that we meet, and often exceed, these standards. In view of the above, we are confident that the foreign object was not in the product prior to leaving the factory. 

We appreciate you getting in touch and will post you a voucher as a gesture of goodwill, to grab some more of our range on us.

We are extremely sorry to hear that you have had cause to complain about a can of XXX and apologise for any inconvenience and concern that this incident may have caused. Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

Our lab report showed that...

Within this particular production site, we do not make any products that are bottled in glass and there is no glass used during the production of our drinks. All possible precautions are taken to prevent any foreign material entering the product. For example, empty cans are delivered to our factory by the can supplier on sealed pallets and are only removed from these pallets when required for filling. The cans are taken from the pallets and placed onto a moving depalletising machine. This conveyor transports the cans above head height towards the filler. Immediately before reaching the filler the cans are inverted and sprayed with air jets at high pressure. This process is designed to remove any foreign matter such as dust or cardboard fibres which would like be present and will certainly have removed a foreign object of the type involved in this complaint.

After this, the cans continue inverted for a short time to facilitate drainage and are then turned upright and enter the filling machine. Here they are automatically filled and sealed. The product entering the cans does so after passing through a very fine mesh in-line filter that should preclude the passage of a foreign body.

In view of the stringent precautions we take during manufacture, we are confident that the piece of glass was not present in the can during the manufacturing process. The presence of such a foreign body in one of our products is of great concern to us so please be assured that this matter has been reported to the manufacturing site where a full and frank investigation has taken place.

Once again we apologise for any inconvenience or distress that this incident may have caused you and hope that you will accept the voucher we're posting as a gesture of goodwill.

We were extremely sorry to learn of the problems you experienced with xxx and apologise for any inconvenience or concern that this incident has caused.

The sample that you returned to us has been analysed. {INSERT LAB FINDINGS HERE}

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained.

Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter. Once again, we apologise for the concern that this has caused and hope you will accept the voucher we're posting to grab some more of our soft drinks, on us.

Thank you for your message regarding the availability of Wild Cherry Pepsi.

Unfortunately, Wild Cherry Pepsi is not available in the UK, and currently there are no plans to introduce it here.

We appreciate the suggestion, we'll certainly keep it in mind!

Citric acid is found naturally in citrus fruits, blackcurrants, strawberries and raspberries.

Malic acid is found in apples, cherries, plums and peaches.

So typically in an Apple & Blackcurrant juice you should expect to find both naturally occurring Citric and Malic Acids.

As a company, we want all our consumers to enjoy our products at their best, therefore we use the 'Best Before End' date as an indicator for the consumer to be aware of the age and likely quality of the product.

Consuming a product after the best before date is not likely to be harmful to health, but consumers may notice that the quality of the taste may not meet their, or our, normal expectations. Generally speaking, if a product had the potential to cause a consumer to become unwell then we would replace the 'Best Before End' date with a 'Use By date', but this is not the case with any of the products manufactured by Britvic.

We are not aware of any food safety issues associated with consuming this product once the BBE date has expired, but would recommend that consumers dispose of any further stock of out of date product that they may have as a precaution.

We hope you find this information useful and thank you for contacting Britvic.

All additives undergo extensive safety testing by the European Food Safety Authority (EFSA) prior to approval.

During this process EFSA will set two safety levels - one which is the acceptable amount that can be consumed daily over a lifetime without risk to health, and the other is the maximum amount that may be used in a specific product.

The actual level of sweeteners used in our products is commercially sensitive information and is therefore something we cannot share externally however, we comply with all relevant regulations in respect of the ingredients that we use.

In many cases, we will use a combination of sweeteners which has a synergistic effect, meaning we can use lower quantities of both sweeteners to achieve the same sweetness level.

Thank you for your message regarding the suitability of xxxx for people with Diabetes.

Diabetes is a specific medical condition, and advice on how to manage it should only be given out by qualified health care professionals. We therefore would recommend that you discuss the suitability of individual food and drink products with a GP or dietitian.

The Diabetes UK website does, however, share their advice on one of the most common myths that people with diabetes cannot have sugar, they state, 'Having diabetes does not mean you have to have a sugar-free diet. People with diabetes should follow a healthy balanced diet – that is low in fat, salt and sugar. You should still be able to enjoy a wide variety of foods, including some with sugar'.

Britvic offers a wide choice of soft drinks from waters to carbonates including regular, low sugar and no added sugar variants, which help to meet the varying energy and nutrient needs of our consumers. All of our products clearly state the full ingredients list on the back of the label and we also provide nutritional information, including sugar content,on the back of all product labels. 

Thank you for your message. On occasion, some suppliers choose to import Pepsi stock from overseas, rather buy GB produced drinks, made by us here at Britvic.

Unfortunately we have not control over imports of foreign Pepsi and whilst the the selling of these products is legal (if the ingredient information on the label is in English), we're working alongside other manufacturers, the British Soft Drinks Association(BSDA) and the Trading Standards Office to eliminate these imports from the UK market.

Once again thank you for bringing this matter to our attention. 

We can confirm that the following products are free from kola nuts, or extracts thereof:

Pepsi Cola

Diet Pepsi

Pepsi Max

I hope this information is all you need. If there is anything else we can help you with please do not hesitate to contact us again.

Thank you for your email it's always great to hear from our consumers.

We don't have any samples/coupons/vouchers that we can send out to you as our customers (your local supermarkets), often offer price promotions and special offers on our behalf!

We appreciate you taking the time to contact us here at Britvic and hope you continue to enjoy the refreshing taste of xxxxx!

Thank you for your message. We're sorry to hear that you had cause to get in touch with us.

Britvic are totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. These are designed to ensure that all products leaving our factoriesdo soin perfect condition.

[IF THE COMPLAINT IS ABOUT DAMAGE TO A PRODUCT, USE THIS] Once our drinks leave their production sites, we are reliant on the sellers of them to ensure that the goods are kept in premium condition so that they reach you perfectly. Unfortunately we are unable to ascertain where in the supply chain any damage might have occurred. It is with regret that without the damaged product, we will be unable to analyse it fully and are unable to investigate this specific incident further for you.

[IF THE COMPLAINT IS ABOUT A TASTE/ODOUR COMPLAINT] It is with regret that without the affected bottle/can [and/or the production codes], we will be unable to analyse it fully and so cannot investigate this specific complaint further for you.

We would like to apologise for the inconvenience caused by this incident and thank you again, for getting in touch with us.

Soft drinks have a role to play in a healthy diet. They provide much needed fluid intake and some fruit juice drinks can contribute to the recommended five daily servings of fruit and vegetables. There is no need to avoid soft drinks in order to prevent dental erosion if an adequate level of oral hygiene is maintained.

In normal use, dissolved sugars in soft drinks are quickly washed off tooth surfaces, allowing very little contact time for decay to start. Tooth decay is caused by a variety of factors. Oral hygiene habits, use of fluoride, the general health of the individual and the pH of saliva are as important as dietary factors in the formation of tooth decay.

Recent research demonstrates that dental decay has been declining as soft drink consumption has been increasing and there is therefore no direct correlation between the two. In fact, the British Dental Association recommends squash as the next best alternative after water and milk.

Mineral erosion can be caused by extended contact with acids, which are naturally present in fruit juices and are added to some soft drinks to enhance the refreshing taste. Acids used in soft drinks are fully dissolved and are readily washed off dental surfaces by saliva.

Immersion experiments are unrealistic because in every day circumstances the soft drink would not be held in the mouth over a number of hours. Routine dental hygiene and using approved toothpaste remains particularly important. The neutralising effect of toothpaste will always counter lingering residues of sugars or acids whether derived from solid sticky foods, natural fruits, fruit juices or soft drinks.

Thank you for your recent enquiry.

Phenylalanine is an essential amino acid needed by the body to support normal growth and health. It occurs naturally in most proteins, and is therefore present in a range of foods such as meat, fish, milk and cheese. Phenylalanine is also produced when aspartame, a sweetener widely used in the food and drink manufacturing industry, is broken down by the body's digestive system.

A small number of the population suffer from an inborn error of metabolism and are unable to convert phenylalanine to another amino acid, tyrosine (used to make hormones such as adrenaline). This condition is known as phenylketonuria (PKU) and new born babies are tested for this via the heal prick test.

People with PKU are advised to restrict their intake of proteincontaining foods and those containing a source of phenylalanine. As a result, it is a legal requirement that all soft drinks containing aspartame should contain the statement 'Contains a source of phenylalanine' on the label to notify those with PKU.

More information about PKU can be found at The National Society for Phenylketonuria. We hope you find this information helpful.

Once again, thank you for contacting Britvic.

We are very sorry to hear of your concern with Fruit Shoot packaging.

Britvic has engaged in a substantial amount of research in conjunction with the BSDA (British Soft Drinks Association) and PIRA (Packaging Institute Research Association) to ensure that the design of closure used on products marketed to younger consumers is suitable.

We review our products on an ongoing basis to ensure that the design and development of our packaging is kept up to date. This type of Fruit Shoot cap was subject to extensive safety testing with an independent agency, prior to launch. The purpose of the cap is to provide a hygienic seal over the sports cap where your mouth goes and the current design has grooves that pass from the holes over the top which allow air to pass through if swallowed whilst still protecting the drinking spout. A warning is applied to our products targeted at younger consumers that they are not suitable for children under 36 months. This warning has been included for additional guidance to reduce the risk of potential misuse.

We at Britvic want to create a world where packaging never becomes waste and that includes bottle tops. We are making a number of changes to our packaging. Our bottles and cans are already 100% recyclable, but there is more we can do. We are in the process of converting our drinks bottles to include recycled plastic and to specifically address your question of bottle tops, we are planning to convert our packs to use tethered bottle caps from 2022, ahead of EU legislation that comes into force in 2024.

We hope all of the above information puts your mind at rest with this product.

SODIUM BENZOATE (E211) - E meaning approved ingredient in the European Union. Sodium benzoate (E211) is a preservative used most prevalently in acidic foods such as salad dressings (vinegar), carbonated drinks (carbonic acid), jams and fruit juices (citric acid), pickles (vinegar), and condiments.

Sodium benzoate is declared on a product label as 'sodium benzoate' orby its E number, E211. Sodium Benzoate can be used in soft drinks up to maximum level of 150mg/l, measured as benzoic acid. It is found naturally in cranberries, prunes, greengage plums, cinnamon, ripe cloves, and apples.

There are strict Food Standards Agency guidelines on the use of the word ‘natural’ to describe ingredients.

If any ingredient has been subject to certain processes defined by the FSA, it may no longer be described as ‘natural’. For example, in the case of soft drinks, the water used in many products is purified by processes such as carbon filtration and therefore does not meet the FSA criteria.

In this case, we use the term ‘naturally sourced’, to help consumers make appropriate choices.

Further information may be found at www.food.gov.uk

The outer packaging on cans, both the multi pack film and the outer collation film are polyethylene. It's the same material as carrier bags and is fully recyclable.

Where there are facilities to recycle carrier bags etc, it can be put in the same bins, (often there is a carrier bag bin beside the can/glass bins).

As soft drinks are packaged using recyclable materials, consumers are encouraged to recycle empty bottles rather than throwing them away. Some people find it useful to simply refill an empty bottle for re-use. However, this is not always advisable as the bottles used to supply soft drinks, including bottled waters and bottles with sports closures, are not intended to be re-used.

This is because they are not designed to withstand the washing that would be necessary to maintain acceptable standards of hygiene. When bottles are not washed properly, they can become a source of bacterial infection and further contaminate the product.

If bottles are required for re-use, bottles designed specifically for that purpose should be purchased and adequate hygiene routines established.

We were extremely sorry to learn of the problems you experienced with INSERT and apologise for any inconvenience that this incident may have caused. Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

The sample you have returned to us has now been tested. The laboratory analysis confirms that xxxx

Due to the information from the tests carried out it is with regret that we are unable to determine the cause of your complaint. Once the products leave our factories, we are reliant on others to ensure the goods are kept in premium condition.

Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter. Once again, we apologise for any inconvenience and concern that this may have caused you. Please accept the voucher we're posting as a gesture of goodwill, with our compliments.

We were extremely sorry to learn of the problems you experienced with INSERT and apologise for any inconvenience or concern that this incident has caused. Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained.

The sample you have returned to us has now been tested. The laboratory tests confirm that the unopened bottle you returned contains a piece of glass.

Having checked with the factory that produced this bottle we can confirm that there were no recorded bottle burst issues at the time that this batch was produced and we will be passing our findings on to the quality teams at our bottles suppliers so they can put in place any remedial actions that are necessary. This is a very rare occurrence and we would like to sincerely apologise that you have received a less than perfect product.

As a gesture of good will please accept the vouchers we're posting with our compliments. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

We are very sorry to hear of the problems you have experienced with a multi pack of xxx, and apologise for any inconvenience that this may have caused you. Britvic are totally committed to the highest quality standards and any indication that these standards have not been met is treated very seriously.

We produce billions of litres of soft drinks each year and a very small number of our products may not meet our quality standard. Please be assured that we will bring this incident to the attention of the manufacturing site which will check and determine any action required.

We apologise for any inconvenience this may have caused you, and will post a voucher to you as a gesture of goodwill, so that you may purchase further products from our range.

Stevia is a plant native to South America where it has been used for its sweetening properties for hundreds of years.

The leaves of the plant contain compounds called Steviol Glycosides which are consequently of natural origin, are around 200-300 times sweeter than sugar and contribute no calories to the diet. We visit all of our ingredients suppliers and have seen the Stevia plants that are used to create {INSERT PRODUT NAME}, growing in the fields.

In a process similar to steeping tea, the stevia leaves are picked, dried and soaked in water to unlock the best-tasting, sweet substance found in the leaf, and then it's purified. Many other ingredients are commonly extracted in a similar way, including vanilla, almond, ginger, spearmint, pistachio and cinnamon.

Stevia has been approved as a sweetening ingredient for use in foods and beverages by major governing bodies, including the European Commission and the US Food and Drink Administration.

We were extremely sorry to learn of the problems you experienced with a bottle of Ballygowan and apologise for the inconvenience and concern that this incident may have caused. Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful quality checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

{ENTER LAB FINDINGS}

At Britvic we are committed to the highest quality standards. The presence of any foreign bodies in a PET bottle is difficult to explain in view of the precautions we take in manufacture but is something that is of great concern to us. Preforms are manufactured by our preform supplier and delivered to our factories on sealed pallets and are only removed from these pallets when required for production. These preforms are blown into bottles directly onto the production line in the plant. An air conveyor uses filtered air to transport the bottles towards the filling machine where, prior to filling, they are inverted. The bottles are then re-inverted and automatically filled and capped with a tamper evident closure.

[USE THE BELOW IF THE FAULT LIES WITH BALLYGOWAN] Clearly, in this isolated incident, something within the process has failed but please be assured that this matter has been reported to the manufacturing site where a full and frank investigation has taken place.

OR [USE THE BELOW IF WE ARE UNABLE TO IDENTIFY THE CAUSE FOR COMPLAINT] In view of the above, we are confident that the foreign object was not in the product prior to leaving the manufacturing site. 

We hope that our response gives you all of the information that you need and that you will accept the voucher that we're posting, to grab some more Ballygowan, on us.

We are sorry to hear of your recent experience with a bottle of XXXX.

Britvic treat complaints of this nature seriously and we would like to thank you for your patience in allowing us to fully investigate this matter.

Your sample has been analysed and we can confirm that the foreign body in your product ismould. Mould is formed when the product is exposed to naturally occurring spores present in the air around us. In the majority of beverages, preservatives are used to prevent any spores present from developing should it come into contact with the air.

This particular product does not contain any preservative and therefore it is filled in a protective atmosphere to reduce the presence of mould spores however there are factors outside of our direct control which may lead to air intake into the bottle post manufacture e.g. non visible damage to bottle during transportation or whilst being handled in store, which can sometimes allow mould to develop.

We can confirm that our production records and checks on production samples show no indication that would lead us to believe this incident occurred during manufacture. We would once again like to apologise to you for any inconvenience this incident caused and to thank you for your patience in allowing us to investigate this matter and would like to offer the vouchers that we're posting as a gesture of goodwill.

Thank you for getting in touch with us and for your comments, we would like to address your concerns.

All of the ingredients used in our products are safe and have been approved for use by the European Food Safety Authority (EFSA). Sweeteners can help to provide a low-calorie alternative for anyone looking to reduce their calorie intake or who simply wish to limit their sugar consumption.Aspartame is one of several low-calorie sweeteners that may be used in place of sugar to achieve this, and is also one of the most thoroughly tested ingredients in our food supply today.

Aspartame itself, is made up of two naturally occurring amino acids (the building blocks of proteins), both of which are present in everyday foods such as meat, vegetables, fruit, grains and mother's milk, therefore it brings nothing new to our diets. One of the most comprehensive reviews ever undertaken on the safety of aspartame was conducted by EFSA and concluded that the sweetener continues to pose no safety concern for consumers at its current level of exposure.

Britvic will continue to review the variety of sweeteners we use, as we have always done, to give people choice and to allow consumers to enjoy them in complete confidence. More information on aspartame and other sweeteners can be foundon the following websites:

British Nutrition Foundation

Diabetes UK

British Soft Drinks Association (BSDA)

Caramel colours are authorised as food additives in a wide variety of foods and beverages in the EU and 4-MEI can be present at low levels in caramel colours for which limits are set in EU regulatory specifications.

Our products and the ingredients used to make them, including the caramel colouring contained in some of our beverages, are in full compliance with the law and are always safe for consumption.

We are confident that all of the soft drinks we make conform, and often exceed, all the relevant regulations and standards. We hope that this information is useful.

We were extremely sorry to learn of the problems you experienced with a bottle of xxxxx and apologise for any inconvenience that this incident may have caused. Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

We can identify that the foreign body in your productis a capsule used in the medical industry. When in liquid (or swallowed), capsules of this nature break in half, release the medicine inside, begin to swell (giving the appearance of plastic glove tips) and them start to breakdown and dissolve after a short time.

The presence of any foreign bodies in a PET (plastic) bottle is difficult to explain in view of the precautions we take in manufacture. Preforms are manufactured by our preform supplier and delivered to our factories on sealed pallets and are only removed from these pallets when required for production. These preforms are blown into bottles directly onto the production line in the plant. An airveyor uses filtered air to transport the bottles towards the filling machine where, prior to filling, they enter a rinser where they are inverted and sprayed with jets of treated water at high pressure. This process is designed to remove any foreign matter such as dust or cardboard fibres whichwould most likely be present and should certainly have removed a foreign body of the type involved inyour complaint.

Your bottle was produced on xxxx and so the capsule you found would likely have completely broken down had it been sat in the drink from the date of production and so we're confident that it wasn't.

We take great care to ensure that the highest standards of quality control are maintained at our manufacturing site and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products.

We're sorry that we're not able to identify when the capsule entered the bottle.

We were extremely sorry to learn of the unpleasant experience you had with a bottle of xxxxx and apologise for any inconvenience or concern that this incident may have caused.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful quality checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

Following our laboratory analysis of the bottle that you kindly returned, we can confirm that the off odour you detected is a rare occurrence which is caused by the natural components of the water; all bottles waters have their own distinct sensory profile.

All production and quality records for this date have been reviewed and complied with our product specifications for this date. Our retained samples were examined and indicate that the process was in control.

We hope that you will accept the voucher we're posting as a gesture of goodwill and that you will continue, with confidence to enjoy Ballygowan products in the future.

In order to improve the quality of products and enable us to offer our consumers a drink with a more consistent colour appearance, a different grade of the natural colourant Black Carrot is now used in our formulations.

Black carrot provides only colour to the product, not flavour and no other change to the formulation has been made.

When we create a recipe at Britvic, we work with colours to provide only colour. We use flavours and juices to deliver the flavour of the product. Sensory tests confirmed that the taste of the drinks made using the new black carrot colourant has not changed.

Thanks for getting in touch, we're sorry that a bottle/can of xxxx that you bought was flat.

With our fizzy products, it's difficult for us to find out the exact reason for them being flat. There could be a few reasons as to why this has happened once the product has left our factory and before it reaches the store where you made your purchase.

The production codes you provided have been really useful. With them, we can tell the quality team what has happened.

We're posting you a voucher as a gesture of goodwill, so that you may enjoy something else from our range, on us!

Thanks so much for getting in touch with us, we always love to hear from fellow charity supporters!

At Britvic, we have a strong commitment to working with our nominated charity, Diabetes UK, and to supporting our local communities. Our purpose is to make life’s everyday moments more enjoyable and that means making a positive difference to the world around us which is why we’re very proud to be partnering with this great charity. We aim to help children, their families, and our employees to thrive, not just survive, with diabetes.

We receive lots of donation and brand partnership requests and it is with regret that we can't fulfill all of those that we receive. We would like to thank you for approaching us, we're sorry but we’re not able to support you this time.

Thanks again for contacting Britvic, we wish you lots of luck with xxxx

We were extremely sorry to learn of your unpleasant experience with a bottle of xxxxx and apologise for any inconvenience or concern that this may have caused.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

Our laboratory have carried out a detailed analysis on the sample you returned to us and can confirm the foreign body material found in the bottle is similar to that used to make capsules in the medical industry. The presence of any foreign bodies in a PET (plastic) bottle is difficult to explain in view of the precautions we take in manufacture. Preforms are manufactured by our preform supplier and delivered to our factories on sealed pallets and are only removed from these pallets when required for production. These preforms are blown into bottles directly onto the production line in the plant. An airveyor uses filtered air to transport the bottles towards the filling machine where, prior to filling, they are inverted. The bottles are then re-inverted and automatically filled and capped with a tamper evident closure. The product entering the bottles does so after passing through a very fine mesh in-line filter that would preclude the passage of a foreign body of the type found in your complaint bottle.

This particular bottle was produced in *{ENTER DATE - REFER TO JULIAN CODE!}* and so we would reasonably have expected to see a significant breakdown of the capsule, to the point where it would actually not be visible to the naked eye, had it been in the bottle for this length of time.

In view of the above, we are confident that the foreign object was not in the product prior to leaving the factory. We take great care to ensure that the highest standards of quality control are maintained at our manufacturing site and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products. As producers of bottled water we must comply with the stringent Food Safety regulations which govern our industry. At Britvic we take great pride in ensuring that our Ballygowan Water meets, and often exceed these standards.

As a gesture of goodwill, please accept the vouchers we're posting with our compliments.

Thank you so much for your recent message.

We're really sorry to hear that you had a problem with a can/bottle of xxx and appreciate you taking the time to get in touch.

{FOR TASTE ISSUES IF WE HAVE FULL PRODUCTION CODES ONLY} Please could you fill the sample pot that we have sent to you with your drink (we need at least 100ml of liquid), flip up the clip on the pot, and then screw on the pink lid tightly. This forms a tight seal on the sample. Pop the pot into the packaging provided and send it back to us using the pre-paid address label that we've included in your letter.

{FOR ALL OTHER ISSUES}Could you put the bottle/can into the packaging provided and send it back to us using the pre-paid address label that we've included in your letter.

Once we have received it, we will carry out an investigation to attempt to find out the cause of your complaint. Once we have analysed your sample and discussed our results with you, your sample will be destroyed. We will not destroy it if we feel further analysis is required or you tell us that you would like it sending back to you.

We will be back in contact when the investigation has taken place to discuss the matter with you however, please do not hesitate to call us should you have any questions in the meantime.

Thanks for getting in touch about J2O - let us put your mind at rest.

Each bottle of J2O contains lots real fruit and it's very normal for sediment to settle out over a period of time at the base or sides of the bottle.

This fruit sediment can sometimes appear darker in colour due to the presence of the antioxidant Ellagic Acid which naturally occurs in higher levels in raspberry based flavours! It can be described as looking like melted chocolate or even mud - but it's just fruit, we promise.

Give the bottle a shake, pop it in a glass with some ice and enjoy!

The sample you have returned to us has now been tested.

We received a bottle/can of xxxx and from the findings, the most likely cause of this contamination is the passing of food from the mouth to the bottle during drinking.

Organic matter such as this can sometimes be washed back into the product inadvertently or unintentionally when liquid escapes the mouth during the process of drinking.

Then add the filtering process as you normally would - ensuring that you have the correct one dependent on where the product is produced and whether it is a can or a bottle that you are referring to.

We were extremely sorry to hear about the unpleasant experience you had with a bottle of xxx, and apologise for the inconvenience and concern that this has caused. Britvic are totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

We have now received the results of the lab investigation which have confirmed that the damage to the bottle is consistent with the lip of the glass being caught by the bottle opener when opening the bottle. This can occur when the bottle opener is positioned in a way that puts pressure on the glass rim of the bottle rather than on the crown.

We would like to thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Once again, we apologise for any concern that this may have caused you. Please accept the voucher we're posting as a gesture of goodwill to buy yourself some more of our products, on us.

We are extremely sorry to hear that you have had cause to complain about a bottle of XXX and apologise for any inconvenience or concern that this incident may have caused. Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

We have identified that... {ENTER LAB FINDINGS}

The presence of any foreign bodies in one of our products is of great concern to us and is difficult to explain in view of the precautions we take and some of the processes we use in manufacture.

{USE IF FB IS AN INSECT} All windows at the site are locked to prevent opening and there is an air circulation system using filtered air. The filters are changed and cleaned at regular intervals. Insectocutors (an electrical method of attracting and destroying flying insects) are installed and wall/floor junctions are sealed. In addition, regular inspections of all machinery and buildings are carried out by an approved pest control firm.

Preforms are manufactured by our preform supplier and delivered to our factories in sealed boxes and are only removed from these when required for production. These preforms are inverted, heated and blown into bottles. They are then re-inverted prior to being sent directly onto the production line in the plant. A covered airveyor transports the bottles towards the filling machine where they are rinsed, and automatically filled, then immediately capped with a tamper evident closure.

{ONLY USE THIS IF APPROPRIATE} Further to this, we believe that the pH of XXXXXX is too low (acidic) for the foreign body to have still been present in its received condition, had it entered the bottle during production. This particular bottle was produced in *{ENTER DATE - REFER TO JULIAN CODE!}* and we would reasonably have expected to see a significant breakdown of the foreign body to the point when it would not be clearly visible.

We take great care to ensure that the highest standards of quality control are maintained at our manufacturing site and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products.

We were very sorry to hear that you have had cause to complain about a foreign body in a bottle of xxxxx

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. We thank you for your patience whilst we investigated the matter.

The sample that was returned to us has been analysed and we have identified that... {ENTER LAB FINDINGS HERE}

The presence of any foreign bodies in a glass bottle is difficult to explain in view of the precautions we take during manufacture. Glass bottles are manufactured by a bottle supplier and delivered to our factories on sealed pallets. The bottles are only removed from these pallets when required for production. The bottles are taken from the pallets and placed onto a moving depalletising machine. This conveyor transports the bottles above head-height towards the bottle filler.

Immediately before reaching the filler the bottles are inverted and sprayed inside with jets of treated water at high pressure. This process is designed to remove any foreign matter such as dust or cardboard fibres which would likely be present and should certainly have removed a foreign body of the type involved in this complaint. After rinsing, the bottles continue inverted for a short time to facilitate drainage and are then turned upright and enter the filling machine. Here they are automatically filled and sealed. The product enters the bottle through a fine mesh filter, which would remove a foreign body of this size and shape.

As you can imagine, we take great care to ensure that the highest standards of quality control are maintained at our manufacturing sites and we have equipment and processes that are specifically designed to prevent foreign objects getting into our products. As we operate within the food industry, we have to meet many food safety regulations and take great pride in ensuring that we meet, and often exceed, these standards. ]

In view of the above, we are confident that the foreign object was not in the product prior to leaving the factory. As a gesture of goodwill and to restore your confidence in our products, please accept the vouchers we're posting with our compliments.

We are extremely sorry to hear that you have had cause to complain about a bottle of XXXXX and apologise for any inconvenience that this incident may have caused.

Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously. The sample and shard of glass you kindly returned has now been analysed and we can identify that... {ENTER LAB FINDINGS HERE}

(ONLY IF STATED IN RESULTS) We can confirm that the glass in question does not represent and is in no way similar to the glass material that is used on site.We areconfident, therefore, thatthe foreign object did not enter the product during the manufacturing process.

Having checked with the factory that produced this bottle we can confirm that there were no bottle burst issues recorded at the time that this batch was produced.

We would like to assure you that our factories carry out stringent checks for any bottle breakages throughout production from depalletising up until the end of the line where the product is shrink wrapped. There are also measures in place on the production line to detect and collect any glass breakages.

Although, our records show that there were no reported breakages on the line during this production run, we have undertaken a full review of our procedures as a result of the information you have provided us to ensure that any necessary corrective action is implemented.

We thank you again for bringing this matter to our attention and allowing us to investigate. 

Thanks for getting in touch with us, we'd like to respond to your concerns around our use of sweeteners.

We recognise that we have a role to play in helping consumers to make healthier choices. Soft drinks is the only category on target to reach Public Health England’s 20% sugar reduction goal by the end of 2020 and as part of Britvic's own 'A Healthier Everyday' commitment, we have pledged to reducing the average calories per 250ml serve by 20% by the end of 2020.

For that reason we reduced or removed the sugar in many of our products and replaced it with a variety of artificial and natural sweeteners. They add a little sweetness to make a great tasting drink without adding the calories that sugar would.

For example, as part of this initiative, in 2015 we stopped making the added sugar variants of Robinsons. We knew that this wouldn't suit everyone, but we thought that it was important. The changes were developed in consultation with families and were based on a range of insights.

With that being said, we have re-introduced some sugar to the range, following feedback and research, and now make our delicious Robinsons Fruit Cordial range which is sweetened with sugar and plant derived, Stevia.

At Britvic we aim to respond to the changing needs of our consumers by responding to not only consumer feedback, but also to the latest lifestyle advice offered by bodies such as the Food Standards Agency. A number of years ago there was a tendency for products to be sweetened either with sugar alone, or with sweeteners. These two options satisfied the consumer demands of that time. More recently there has been a drive to reduce the amount of sugar consumed in our diets.

The way we have managed to contribute to this has been by reducing the amount of sugar in our products. The consequence of formulating products in this way was that the flavour profile of the products changed and they became noticeably less sweet, which many people found to be unpalatable. To counteract this, sweeteners were added to provide products with the sweetness consumers desired with the benefit of the reduced sugar profile advocated by advisory bodies such as the Food Standards Agency.

Our research has shown that this part sugar-part sweetener approach results in products that have the characteristic mouthfeel of full sugar products with some of the benefits that consumers expect from no added sugar products which by their nature use artificial sweeteners to provide the sweet taste that consumers expect.

We offer you, our consumers, choice and so we have a range of added and no added sugar products to suit lots of needs but we appreciate that we're not able to please everyone.

Should you have any more questions, please don't hesitate to ask.

We were very sorry to hear that you had cause to complain about a/some bottle/s of xxxxx and we thank you for getting in touch to let us know about it.

Following our analysis of the sample that you kindly returned to us, we can confirm that the unpleasant taste and smell AND/OR foreign body in the bottle is the result of common air-borne mould spores reacting with the preservative in the product. It is not harmful if consumed, however we appreciate that this is not a nice experience.

This is a well-known soft drinks industry wide issue, which occurs in rare instances in uncarbonated soft drinks containing real fruit juice. The quality of our products and safety of our consumers is of the utmost importance to us and we take all complaints about them extremely seriously.

Clearly in this case, the product did not meet our exacting standards and we hope that this email goes some way towards apologising for the inconvenience and concern that was caused and for the quality of the product you received. Please accept the vouchers that we're posting as a gesture of goodwill, with our compliments.

We were extremely sorry to learn of the unpleasant experience you had with a bottle of xxxxx and apologise for any inconvenience or concern that this incident may have caused.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful quality checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

The sample that you returned to us has now been tested by our laboratory. The particles in the bottle appear to be organic (possibly food), and cannot be traced back to our production process. All production and quality records for the date that your bottle of Ballygowan was produced on have been reviewed and complied with our product and manufacturing specifications. Our retained samples were also examined and do not indicate any similar particles to those found in your bottle.

From our findings, organic matter such as this can sometimes be washed back into the product inadvertently or unintentionally when liquid escapes the mouth during the process of drinking. We take great care to ensure that the highest standards of quality control are maintained at our manufacturing site and we have equipment and processes that are specifically designed to prevent foreign bodies getting into our products.

As producers of bottled water, we must comply with the stringent Food Safety regulations which govern our industry. At Britvic, we take great pride in ensuring that our Ballygowan Water meets, and often exceeds these standards.

We are posting some vouchers as a gesture of goodwill so that you can continue to enjoy our products.

We were extremely sorry to learn of the unpleasant experience you had with a bottle of xxxxx and apologise for any inconvenience or concern that this incident may have caused. Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. We operate extensive quality control procedures, which involve careful quality checks at all stages of manufacture. These are designed to ensure that all products leaving our factories are in perfect condition.

Following our analysis of the sample that you kindly returned to us, our lab team detected a slightly (metallic/chemical/bitter/sweet/fruity/plastic/glue) taste/odour from the water. This is a bottled water industry-wide phenomenon that occasionally occurs when a bottle is stored incorrectly and is exposed to ultra violet light - like that found in strong sunlight. Although this is harmless, if consumed, it can give the water a slightly unpleasant taste or odour which can be detected by individuals with a sensitive palate.

Within our distribution supply chain, we do not store our products outside for prolonged periods of time and have policies and procedures that govern this. Once our products leave our distribution network, and are no longer under our control, we are reliant on our suppliers to store them correctly so that they reach you, the consumer, in perfect condition.

We hope that you will accept the vouchers we're posting as a gesture of goodwill and that you will continue, with confidence to enjoy Ballygowan products in the future.

We were extremely sorry to learn of the problems you experienced with a bottle of xxxxxxx and apologise for the worry this incident may have caused you. We take pride in the quality of our products and any indication that our highest standards have not been met is taken very seriously.

The lab has now completed analysis of the sample returned and they have confirmed that yeast was detected in the product which has caused the product to ferment. Yeasts are naturally present in the air and environment around us. In high enough concentrations, they can react with the natural sugars in the product, causing fermentation and the production of CO2 which explains the fizziness that you described.

We can confirm that, whilst unpleasant, it is not harmful to health if consumed. Once again, we apologise for this issue and thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Please accept the vouchers we're posting as a gesture of goodwill, with our compliments.

Sweeteners have been safely used and enjoyed by consumers all over the world for more than a century. They provide a simple way of helping consumers to reduce the amount of sugar and calories in their diets.

As a company, we only use ingredients which are safe and have been approved for use by the European Food Safety Authority (EFSA). We use a variety of sweeteners in our products including aspartame, acesulfame-k, saccharin, sucralose and stevia.

More information on sweeteners can be foundon the following websites:

British Nutrition Foundation

Diabetes UK

British Soft Drinks Association (BSDA)

We were extremely sorry to learn of the problems you experienced with a bottle of Robinsons Orange Squash and apologise for any inconvenience that this incident may have caused. The production codes that you have supplied have been very helpful for us to determine where and when this bottle was produced and also so report your complaint to the relevant team.

We are aware of a sporadic issue with this flavour where it has been found that the natural colouring has fallen out of solution, causing the lumps that you found in your bottle. Although the appearance of these is unsightly, we would like to reassure you that they are not harmful in any way.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Once again, we apologise for any inconvenience that this may have caused you and hope you accept some vouchers to go and grab yourself another bottle of Robinsons, on us!

We were extremely sorry to learn of the problems you experienced with a bottle of xxxx Squash'd and apologise for any inconvenience or concern thatthis incident may have caused.

We can confirm that the smallbits in your bottle is the precipitation of the sweetener used in this product, Sucralose. This has fallen out of the solution and crystallised inside the bottle. We would like to assure you that this is an ingredient within the product and is not harmful.

Britvic is very proud of its reputation and we have raised this incident with the manufacturing site to investigate. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Once again, we apologise for any inconvenience that this may have caused you and hope you will accept the vouchers we're posting as a gesture of good will.

We’re extremely sorry to learn of the problems that you’ve experienced with a/some plastic bottle/s of xxx and appreciate you taking the time to get in touch with us. We’re totally committed to the highest standards of quality and take it very seriously when these have not been met.

We’ve identified that the bottle neck shows signs of crazing, which is the name given to a network of fine cracks. The damage suggests that the bottle/s may have been subjected to excess heat and humidity during manufacture. Please be assured, this is a very rare occurrence and we have raised this issue with the manufacturing site for further investigation.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

We’re extremely sorry to learn of the problems that you’ve experienced with some cans of xxxxx and appreciate you taking the time to get in touch with us. We’re totally committed to the highest standards of quality and take it very seriously when these have not been met.

We’ve identified that the tabs on your cans have popped up due to the cans not being completely dry after they have been filled. Humidity has likely caused a high amount of condensation within the shrink wrap and started some corrosion of the tab. When weakened, the internal pressure of the can pushes the tab upwards.

Please be assured, this is a very rare occurrence; Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained.

Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Thanks for getting in touch with us. We're sorry to hear that your xxxxx didn't taste as it should.

The off taste that you described to us is likely to be due to a slight breakdown in ingredients particularly the sweetener, which can occur if a product has not been stored correctly or has been exposed to direct sunlight. Whilst the product doesn't taste as it should, it's not harmful if it has been consumed.

We're really proud of our reputation and we take great care to make sure that the highest standards of quality control are maintained. Thank you for bringing this issue to our attention and for giving us the opportunity to investigate the matter.

We hope that you will accept the voucher we're posting as a gesture of goodwill, to grab some more product on us!

We're sorry to hear that you've had an unpleasant experience with a bottle of xxxx and appreciate you getting in touch to let us know about it.

The damage to the neck of the bottle that you described to us is likely to havebeen caused by the neck support knives during the manufacturing process. This is the mechanism used for supporting the bottles during the capping process and can sometimes catch the plastic causing a sharp edge.

We are totally committed to the highest quality standards and any indication that these standards have not been met is treated very seriously. We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. Whilst we operate to very high standards, it is always possible that a very small number of bottles may not meet our quality standards.

We will ensure that your complaint is reported to our quality team. We apologise for the inconvenience and concern that this has caused and as a gesture of goodwill, will post a voucherso that you can purchase further products from our range. 

We are very sorry to hear that you have had cause to complain about a can of R. White's Lemonade and appreciate you takin the time to get in touch with us. Britvic is totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

Cans are manufactured by spraying lacquer onto aluminium or steel sheets. If the lacquer fails to adhere properly at any spot, the lemonade may come into contact with the metal of the can wall. This can result in a corrosive reaction and cause an unpleasant sulphur-type smell. Whilst this isn't nice, it's not harmful to health if consumed.

Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a reoccurrence of your complaint.

We apologise for any inconvenience and concern that this incident may have caused you. Please accept the vouchers we're posting as a gesture of goodwill, so that you may purchase further products from our range.

Thank you getting in touch,we were extremely sorry to learn of the problems you experienced with a can of xxxxx and apologise for the inconvenience and concern that this incident has caused.

From your description of the issue {and your photograph}, we can see that the can has burst due to an increased internal pressure. 

USE FOR A FREEZING CAN If cans are stored touching the back or sides of a fridge (the coldest parts), the liquid inside the can will freeze and expand and can cause doming to the top and base of the can. The increased pressure will cause the can to burst at its weakest point.

USE FOR A HOT CAR The temperature inside a car on a hot day will increase dramatically, this in turn will heat the liquid inside the can and increase the internal pressure. The increased pressure will cause the can to burst at its weakest point.

Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained but once the products leave our factories, we are reliant on others to ensure the goods are kept in premium condition. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter.

Once again, we apologise for any inconvenience that this may have caused you. Please accept the company vouchers we're posting as a gesture of good will so that you may continue to enjoy our products.

We were extremely sorry to learn of the problems you experienced with a bottle of xxx apologise for the inconvenience and concern that this incident has caused. Britvic are totally committed to the highest standards of quality and any indication that these standards have not been met is treated very seriously.

The sample that you returned to us was sent to our central laboratory for microbiological analysis where the lab confirmed that mould has grown around the thread of the bottle neck and inside the lid. Mould is formed when a product is exposed to naturally occurring spores that are present in the air around us. There has likely been some moisture inside the lid before it was applied to the bottle, which has caused the mould growth. Whilst this is very unpleasant, we can assure you that there is no harm to health.

We operate extensive quality control procedures, which involve careful checks at all stages of manufacture. These are designed to ensure that all products leaving our factories do so in perfect condition. Britvic is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained.

We would once again like to apologise to you for any concern this incident caused and to thank you for your patience in allowing us to investigate this matter. We’d like to offer some vouchers as a gesture of goodwill which will follow in the post.

Thank you for getting in touch with us, we were very sorry to hear of your unpleasant experience with a bottle of Robinsons.

The production codes that you have provided have been extremely helpful in identifying when and where your bottle was produced. Robinsons Lemon Barley Water contains sulphites which act as a preservative for the product. Within the bottle that you purchased; as the product has aged, these sulphites have broken down, causing the off taste and or/odour that you experienced. Whilst the product does not taste as we would expect it to, we can assure you that it is not harmful to health.

We’d like to apologise for your experience and as a gesture of goodwill, we would like to offer you some company vouchers to get yourself another bottle, on us. These will follow in the post.

Thanks very much for getting in touch with us about packaging.

We carefully evaluate our choice packaging materials to balance the interests of consumer needs and environmental impacts which include carbon, water, and recyclability considerations. These choices are frequently reviewed as part of our ongoing commitment to sustainability and our membership of the UK Plastics Pact.

Our bottles and cans are 100% recyclable. The shrink wrap we use in our multipacks is also 100% recyclable though you will need to check with your local council for information on the types of plastics they will recover. A full list of locations who can recover the plastics can be found at recyclenow.com – these include several supermarkets.

Through our membership of the UK Plastics Pact, we are working alongside others to address the availability of recycling facilities.

We were extremely sorry to learn of the problems you experienced with a bottle of xxxx and apologise for the inconvenience and concern that this incident has caused.

The sample you have returned to us has now been tested, and the results of the lab analysis have confirmed that there is a small piece of dark coloured PET plastic, the same as that used in the manufacture of the product cap, floating in the product. It is most likely that this piece of PET plastic was stuck by static to the cap applied to the product and has subsequently dropped into the liquid.

Britvic Soft Drinks is very proud of its reputation and great care is taken to ensure that the highest standards of quality control are maintained. Thank you for bringing this to our attention and for giving us the opportunity to investigate the matter. Please be assured that we will bring this incident to the attention of the manufacturing site who will determine what action is required to prevent a re-occurrence of your complaint.

Please accept the vouchers we're posting as a gesture of goodwill, so that you may purchase further products from our range.

Thank you for getting in touch with us about the labelling on our range of Robinsons Fruit Creations bottles, we were sorry to hear ofyour complaint about our product.

The depiction of fruiton our front labels and how we list the ingredients on the rear does, and always has followed the strict guidelines given to us by food and drink governing bodies. The fruits depicted on the front label of our squash, are those that consumers can taste and that are named in the flavour of the squash.

Our full list of ingredients isclearly labelled in order to give you, the consumer, the information you need to make an informed choice of what to buy. We really appreciate your comments and thank you for taking the time to contact us.

We were very sorry to hear that you have had cause to complain about a foreign body in a bottle of xxxxx.

After receiving the sample that you kindly returned to us, we sent it to our lab team for a full analysis. We can identify that... {ENTER FINDINGS}

At Britvic we are committed to the highest quality standards and we have stringent controls in place at all our factories, which makes it difficult to explain how this could have occurred.The bottle in question was filled at our Leeds factory, which is a modern, purpose built soft drinks bottling plant.

{USE THIS IF FB IS AN INSECT} There are no windows that open in to the production area and the roller shutter doors self-close swiftly to prevent pest ingress. Insectocutors (an electrical method of attracting and destroying flying insects) are installed and wall/floor junctions are sealed. In addition, regular inspections of all machinery and buildings are carried out by an approved pest control firm.

We use what are known as preforms to make our bottles. These are manufactured by our bottle supplier and delivered to our factories on sealed pallets and are only removed from these pallets when required for production. The preforms are then subjected to jets of ionised air from a machine called an air rinser. This process is designed to remove any foreign matter such as dust or cardboard fibres which would likely be present and should certainly have removed a foreign body of the type involved in this complaint. The preforms are then heated and blown into bottles, before an airveyor transports the bottles towards the filling machine where they are automatically filled and are immediately capped with a tamper evident closure. The product entering the bottles does so after passing through a final product filter that should preclude the passage of foreign matter of the type evident in your complaint.

The bottle blowing, filling and labelling machinery is all enclosed so there is no opportunity for foreign bodies to enter the production process.

An E number ('E' stands for Europe) is a code given to an ingredient that has been approved for use by the European Food Safety Authority (EFSA).

Companies will often list an E number instead of its full name to save space on the ingredients list.

Thanks very much for getting in touch with us, we're sorry to hear that you've had problems opening a bottle of our Robinsons xxxxx Fruit Cordial.

It sounds very much like the metal cap has been over-pressed during manufacture, meaning its super tight to open. We're really sorry about that but never recommend using tools or kitchen utensils to open our products. If you struggle again, please just get in touch with us.

Could you tell us the codes from the neck of the bottle so that we can report the issue to the right people. Once we've heard from you, we'll get a voucher out to you to grab another bottle on us. We look forward to hearing from you.