Complaints procedure

How to complain about the service you get from the office of the Pubs Code Adjudicator (PCA).

We will treat everyone we deal with, with courtesy and as helpfully as possible. However, if you believe that things have gone wrong, please tell us. We take all complaints seriously and will ensure that every complaint is dealt with fairly and impartially.

Please note: the PCA cannot deal with complaints about pubs. This includes concerns about pub staff or service.

What we can help with

This procedure covers complaints about:

  • The standard of the service we have provided.

It does not cover:

  • Dissatisfaction with a decision which has a right of appeal or review by a tribunal or court of law. This includes the outcome of a PCA function, such as advice given; an arbitration award; the launch, conduct or outcome of an investigation; the application of an enforcement measure or the content of published guidance.
  • Complaints about the scope of the PCA’s responsibilities as set out in the Pubs Code etc. Regulations 2016 (the Code) and the Act

Other types of enquiry

Find out how to contact the PCA office if you have a general enquiry.

Find out how to make an arbitration referral.

How to complain

We interact with people who use our service every day. This can often raise issues, requests for a service, questions and worries that our team members can help with immediately. We encourage you to discuss any issues you have with our team members, as we may be able to resolve the matter promptly and without the need for you to raise a formal complaint.

Stage 1: complain to the Director, Office of the Pubs Code Adjudicator

If you would like to make a formal complaint, you may contact the Director in writing at:

office@pubscodeadjudicator.gov.uk

Or

Office of the Pubs Code Adjudicator
4th Floor
23 Stephenson Street
Birmingham
B2 4BJ

Where a complaint is made about the Director, please address this to the Pubs Code Adjudicator.

Please include the following information:

  • Your name and preferred contact address
  • The nature of the complaint
  • Copies of any correspondence relevant to the complaint
  • Information about what you believe has gone wrong and what you are looking for to put things right

Reviewing the complaint

The Director (or in their absence their nominated deputy) will acknowledge complaints in writing within 5 working days. They will give their understanding of the complaint and how they will look into your concerns. They will also let you know when you should expect to receive a substantive reply.

The Director will review the complaint and then write to you explaining:

  • The outcome of the review and reasons for this
  • Where appropriate, what we will do to put things right
  • The steps to take if you are not happy with the outcome

Stage 2: complain to the Pubs Code Adjudicator

If you are not satisfied after stage 1 you should write directly to the Pubs Code Adjudicator at:

office@pubscodeadjudicator.gov.uk

Or

Office of the Pubs Code Adjudicator
4th Floor
23 Stephenson Street
Birmingham
B2 4BJ

The Pubs Code Adjudicator will then conduct their own review of the complaint.

The Pubs Code Adjudicator will issue a final response letter detailing:

  • The outcome of their review and reasons for this (whether they have changed the stage 1 outcome)
  • Where appropriate, what we will do to put things right
  • The final stage of the complaints process

The PCA office team is small and therefore there may be cases where there is no-one impartial to conduct stage 2 of the process. In these cases, we will refer you to the final stage.

Final stage: review by the Parliamentary and Health Service Ombudsman

If you are not happy with how we have dealt with your complaint and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Pubs Code Adjudicator’s final response letter will explain how to do this.

The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Their service is free for everyone.

Only an MP can make a complaint to the Ombudsman. You can identify your MP online at https://members.parliament.uk/FindYourMP

To take a complaint to the Ombudsman, visit www.ombudsman.org.uk/ or call 0345 015 4033.

Contents