The PICA-Service is designed to provide tied tenants and lessees, whose Landlord Pub Companies (1-499 pubs) are bound by the England & Wales Pub Sector Codes of Practice and the Pub Sector Scotland Code, with a dispute resolution service to hear complaints and, where appropriate make awards.

To view a list of signatory companies please click here.

It is a condition of the use of the PICA-Service that disputes must firstly go through the Pub Company’s internal grievance procedure and will not be able to proceed to the PICA-Service without having first undertaken this.

Once the Pub Company has conducted its internal investigation, the tenant/lessee will be able to register the dispute with the PICA-Service via an application form.

 The tenant will then be required to submit a submission of the facts of the dispute to PICA-Service.  This submission is limited in length so please ensure that prior to commencing with the PICA-Service that the procedure paper below is read in full.