Dealing with complaints: Fred A'Court shares the dos and don'ts

Need to know: how to deal with complaints

By Fred A'Court

Complaints are an occupational hazard in the pub trade – no matter how good you are – so what are the best ways to deal with them constructively?

The Potting Shed, Bingley

Licensing restrictions

'We're ruined'...Are councils too quick to restrict opening hours?

By Oli Gross

Restrictions to a pub’s opening hours can have huge consequences - shutting early to appease neighbours can devastate takings, and restricting garden hours can be off-putting for smokers or customers hoping to sit outside. But do councils strike a fair...