Resolving problems

The Pubs Code provides tied tenants with a framework to help them to get issues addressed and resolved efficiently by their pub company. Where problems arise, dealing with them fairly and promptly fosters a better business relationship, which ultimately benefits both tenant and regulated pub company.    

Business Development Manager 

In the first instance, tied tenants can speak to their Business Development Manager (BDM) about any concerns. 

A BDM is someone who your pub company employs as such, as well as anyone else who represents your pub company in negotiations with you in relation to rent, repairs and business planning. 

The BDM should deal with you in a fair and lawful manner as well as take accurate notes of your discussions. 

For more information about the Business Development Managers, read our factsheet.

Code Compliance Officer 

The Pubs Code requires pub companies to appoint a Code Compliance Officer (CCO). As an employee of the pub company, the CCO's job is to verify their company’s compliance with the Code. 

The CCO should be reasonably available to you, and anyone representing you, to discuss your enquiries relating to the Pubs Code.  

The pub company has legal duties under the Code, which make sure the CCO can act independently to police Code compliance and interact with the PCA and tied tenants effectively. Find out more about how pub companies must show their compliance.

The CCO is expected to internally investigate any breaches of the Pubs Code and report them to the PCA under the policy for self-reported breaches.  

Further information about the role of the CCO can be found in our factsheet.

See the contact details for the Code Compliance Officers.

Complaints and disputes 

Your pub company will have a procedure for dealing with complaints. Details of this must be provided with the new tenant information.  

The PCA cannot represent individual tenants in complaining to their pub company or in resolving their dispute.  However, the PCA welcomes information about how the regulated pub companies comply with the Code and there are a number of ways to contact us regarding an enquiry. 

Disputes between tenants and pub companies under the Pubs Code that cannot be resolved may be referred to the PCA for arbitration. There are strict time limits for making a referral. Visit our arbitration page to find out more.

You should take independent legal advice about your position.