Scottish Pubs Code Adjudicator: complaints form for tied pub tenants

Guidance for completing this form

The Scottish Pubs Code applies to all pubs in Scotland held under a tied lease. It does not apply to managed pubs, or to free-of-tie pubs in Scotland. 

The Adjudicator can provide information to tied pub tenants and landlords, investigate issues that occur between tied pub tenants and landlords, or arbitrate between tied pub tenants and landlords where requested. 

You can download the form from the bottom of this page.

Section 1 – Details of your complaint

To allow the Scottish Pubs Code Adjudicator to consider your complaint, please provide information about the following:

• introduction: Briefly explain who you are and your relationship to the Tied Pubs Code (e.g., a Scottish tied pub tenant or landlord)

Be specific about the events, decisions, or practices you're referring to. For instance, briefly summarise your issue, e.g., "the lack of enforcement regarding certain provisions" or "unfair practices by specific pub companies".

• clearly describe your concern or complaint regarding the Scottish Tied Pubs Code. For example:
  • is the Code being breached by a specific pub company?
  • are there practices you believe are unfair under the Code?
  • is there a lack of clarity or enforcement regarding certain provisions?

Description of the Issue: I believe the Code is being breached in the following ways:

• specific issue, e.g., "Failure to offer a Guest Beer option as per the Code"
• additional point, e.g., "Delays in communication or lack of transparency in processes"

Evidence or examples: Provide any supporting evidence or examples, such as:

• dates of incidents
• communications with pub companies

Section 2 – Steps taken to resolve your complaint

This section allows you to include information about any steps that you or your landlord have taken to try to resolve your complaint. For instance, you may want to include details of any correspondence between you and your landlord, and the dates on which this occurred. 

Section 3 – Impact

Provide details of how the issue has affected you (e.g., financially, operationally).

Impact: Explain how this issue is affecting you or others, emphasising why it's important for the PCA to investigate.

Section 4 – Resolution

This section allows you to outline the steps that you would like to see taken to successfully resolve your complaint. The Adjudicator can:

provide information to you and to your landlord about the application of the Code

investigate a potential breach of the Code and determine a financial penalty (for note any penalty applied is not compensation to you as a tenant but a fine for non-compliance paid to the Scottish Consolidated Fund)

formally arbitrate between you and your landlord to reach a binding outcome for both of you

Our timescales

Stage one: early resolution

We aim to acknowledge all complaints within three working days. Your complaint will be investigated and a response provided within 20 working days. In exceptional circumstances, this may be extended by an additional five working days or if appropriate, the complaint may be escalated directly to stage two. If you are dissatisfied with our response, you can ask us to consider your complaint at stage two.

Stage two: investigation

We will review your complaint at this stage if you are unhappy with our response at stage one. In some cases, we may proceed directly to this stage if the complaint is complex, requires a detailed investigation, or if this approach is otherwise appropriate. We will acknowledge your complaint within three working days and aim to provide our final decision as soon as possible, typically within 20 working days. If it will take longer than 20 working days to provide our final decision, we will inform you and keep you updated on our progress

Scottish Pubs Adjudicator: complaints form for tied pub tenants

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