Complaints

Members: start with the pub

If it's about a drink, the staff or your visit, speak to the pub first; they sell the card and run it. If it isn't sorted, or it's about the card itself, payments or this website, come to us.

How to complain

Use the contact form and start your message with “Complaint”. Tell us your name, the pub if it's about a card, what happened and when, and what you'd like us to do.

What happens next

• We'll acknowledge your complaint within 5 working days.
• We'll aim to give you a full answer within 20 working days. If it's taking longer, we'll tell you why and when to expect it.
• If it involves a pub, we'll talk to them and tell you what they've said.

If you're not happy with our answer

Reply and tell us why. We'll look at it again and reply within 20 working days.

About your personal data? You can complain to the Information Commissioner's Office at ico.org.uk.

About a payment? Your card provider or bank may be able to help.

You can also take independent advice, for example from Citizens Advice at citizensadvice.org.uk.