Pleading

Licensee complains to Punch after debt collectors ‘steal’ property

26-May-2017 By Georgina Townshend

A licensee has complained to the chief executive of Punch pubco, claiming her personal property was “stolen” last month by the representatives of a debt collection firm used by Punch.

NOISE COMPLAINTS

Pub slams 'ridiculous Grinch w*****' over Christmas noise complaints

09-Dec-2016 By Daniel Woolfson

A pub took to social media with a witty tirade after a neighbour complained to the council about noise from its community Christmas market.

Crime

Mum punched in face after misbehaving children complaint at Essex pub

24-May-2016 By Oli Gross

A disagreement about misbehaving children in a pub’s play area forced staff to intervene after a mother was punched in the face.

Marketing

'Pubs are for adults': Is it fair to ban children?

09-Nov-2015 By Oli Gross

Many licensees face a dilemma when considering banning children: Some customers want an exclusively grown-up environment, away from pushchairs and babies, whereas others embrace a family-friendly atmosphere.

Online reviews

Top TripAdvisor responses: "You clearly wanted it cooked to old shoe leather"

18-Aug-2015 By Oli Gross

Following TripAdvisor's advice for managers to respond to reviews they feel are unfair, the PMA looks at the different tactics licensees use to argue their case.

Make Some Noise: Kent publican under sound-war siege

26-Sep-2014 By Ellie Bothwell

The publican of the George Inn in Chartham, Kent, fears he is being “driven out” of his pub by “malicious keyboard warriors” complaining about noise.

Government will introduce powers of entry code 'this year'

11-Jun-2014 By Helen Gilbert and James Wallin

Licensing authorities who want to visit pubs will be expected to give at least 48 hours’ notice and clearly explain the reasons for the visit.

Analysis: Impact on pubs of new Anti-Social Behaviour legislation

05-Mar-2014 By Helen Gilbert

Helen Gilbert assesses the industry’s fears about the new Anti-Social Behaviour Bill.

Pubs at risk of legal action over planning rule breaches

05-Dec-2013 By Ellie Bothwell

Pubs and other businesses are increasingly at risk of legal action because they are failing to obtain required planning permission due to pressure on their businesses — according to a planning consultant. 

Latest PICA-Service cases get postponed and settled

17-Apr-2013 By Michelle Perrett

PICA-Service was due to deal with two separate complaints at hearings scheduled for the 8 and 9 April but one was settled before the hearing and the second postponed.

Noise controls sure to rise

14-Mar-2012 By Peter Coulson

Last week on these pages I wrote that noise complaints were the ‘top hit’ in my electronic postbag. So they are, and my prediction is that the situation will get worse if there is any relaxation in licensing rules on entertainment, as proposed by the...

BIS: An Interview with Brigid Simmonds

01-Dec-2011 By Michelle Perrett

The Government’s response to the controversial Business, Innovation & Skills Committee (BISC) report into the pubco-tenant relationship last week revealed that it would not introduce a statutory code of practice overseen by an adjudicator.

Discrimination in the trade

28-Nov-2011 By Peter Coulson

Last week’s thought-provoking article by Dave Daly in The Guv’nor column was full of common sense about the long-standing issue of racial discrimination. In it, he counselled against going to the law, suggesting such matters should be kept in-house, and...

Be vigilant: the lone moaners are out there

30-Sep-2011 By Tony Jennings

A month ago the Advertising Standards Authority (ASA) had a pop at Heineken over its advert for Kronenbourg 1664, which it judged implied that the beer was brewed in France, which it isn’t. The ruling generated national media interest, including the BBC’s...

Get a grip on gripes

06-Jul-2011 By Phil Mellows

If your staff can deal with complaints as soon as they arise, then you should be able to send your customers away as happy advocates of your business, Phil Mellows reports.