What if my food delivery never arrived?

Report it immediately through the app. If marked as delivered but you didn't receive it, insist on a full refund. If the platform refuses, do a chargeback through your bank.

Can I get a refund for missing items?

Yes — you should receive a refund or credit for any items you ordered and paid for but didn't receive. Report it through the app with photos of what arrived.

Who is responsible — the restaurant or the delivery app?

It depends on your contract. If you ordered through the app, the platform is usually your first point of contact. For food quality issues, the restaurant may be directly responsible.

Complain to Just Eat

UK food delivery and takeaway platform

Food-delivery

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Common Just Eat Complaints

Missing or Wrong Items

Order incomplete or incorrect items delivered

Poor Food Quality

Food arrived cold, contaminated, or inedible

Order Not Delivered

Driver marked as delivered but food never arrived

Refund Refused

Platform refusing to refund for a valid complaint

Laws That Protect You

Consumer Rights Act 2015

Food delivery services must be performed with reasonable care and skill. Food must be as described.

Section 49Section 54

Food Safety Act 1990

Food must be safe to eat, not contaminated, and accurately described.

Tips for Just Eat Complaints

Report issues within 24 hours — most platforms have strict claim windows
Take photos of missing items, wrong orders, or poor food quality immediately
Screenshot the order confirmation showing what you paid for
If the app won't help, contact your bank for a chargeback on the payment
Both the restaurant and the delivery platform may be responsible depending on the issue

If Just Eat Doesn't Respond

1
In-App Complaint
24 hours
Report the issue through the app immediately — most platforms require complaints within 24 hours
2
Customer Service
Contact customer support via email or social media if the app doesn't resolve it
3
Chargeback
If the platform refuses to refund, contact your bank for a chargeback
4
Trading Standards
Report food safety issues to your local Trading Standards office
Visit website

Contact Emails

support@just-eat.co.uk

Customer Service

complaints@just-eat.co.uk

Complaints

@JustEatUK

Public complaints often get faster responses

Expected Response Time

3 days

Food delivery platforms typically respond within 24-72 hours. Report issues as soon as possible — most have strict claim windows.

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Frequently Asked Questions

Other Food-delivery Companies

Deliveroo

Uber Eats

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Just Eat or any of the companies listed on this site. Contact information is sourced from publicly available company websites. Statistics shown are based solely on cases filed through our platform. This page is for informational purposes only and does not constitute legal advice.