Licensees register 'serious complaints' over pubco codes

More than 20 "serious complaints" about pubcos have been raised with the board that oversees how the new industry codes of practice are being operated.

Details of the allegations received from licensees are recorded in the latest BII Benchmarking and Accreditation Services (BIIBAS) report.

The report states: "BIIBAS has seen an increase in the number of enquiries from licensees who feel that they are not receiving the level of service expected by the codes.

"Complaints received are often complex and involve several areas of business. BIIBAS has received a number of complaints from licensees whose experiences fall outside of the remit of the current codes of practice.

"Nevertheless, where this has occurred BIIBAS has provided advice and support where possible to try to resolve the situation and ensure the business relationship between licensees and pub operating companies continues on a better footing."

An informal mediation service has been set up by the BII to deal with complaints that are not covered by the codes of practice.

Of the 21 serious complaints, five related to old codes so were not covered by the new arrangement, six were recorded as 'no breach', nine remain active and one was upheld.

The upheld case was described as a "minor breach on a technicality" against Punch Taverns. The report states that this "concerned BIIBAS process…was unintentional and in no way detrimental to Punch licensees".

Neil Robertson, chief executive of the BII, said the report provides "early evidence of companies complying with the codes" and that "pubs in any doubt should contact us".

The report also shows that companies representing 85 per cent of the UK's tenanted and leased pub estate now have codes of practice that have been accredited by BIIBAS.

The codes were introduced following criticisms of the landlord / licensee relationship by MPs.