Pubs Independent Concilliation & Arbitration Service (PICA- Service)
Why Does PICA-Service Exist?
The Pubs Independent Conciliation and Arbitration Service (PICA-Service) offers an accessible, independent, low cost dispute resolution service to the licensed industry, which allows tenants/lessees and Pub Companies/Breweries with 1-499 pubs to resolve disputes in a fair and timely manner. PICA-Service applies to the England & Wales Pub Sector Codes of Practice.
The PICA-Service is overseen by the Pub Governing Body.
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Our phone lines are open Monday to Friday, 9am to 5pm. Can’t call? You can also email us at info@picaservice.co.uk
The Procedure
The following diagram provides a brief overview of the PICA-Service procedure. Applicants should take care to read the procedure thoroughly to digest its contents. Please note – 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.
1. Tenant Submits
- Application Form;
- Statement of Complaints
- Registration fee to PICA-Service
2. Landlord Notice
The Landlord company will be placed on notice of the applicant’s intentions to utilise PICA-Service, supported by the Statement of complaint
3. Confirmation
Landlord company have 14 days to confirm completeness of the internal grievance procedure
4. Internal Grievance
Where internal grievance procedure has not been completed a further 21 days is provided
5. Statement of Complaint
Applicant’s statement of complaint is issued to Landlord company who have 21 days to respond
6. Landlord Response
Landlord Company’s response is issued to the applicant, who has 14 days to respond.
7. Applicant's Response
Applicant’s response is issued to Landlord Company, who has 14 days to respond.
8. Progression
Application progresses to a panel hearing
9. The Panel Hearing
Both parties attend the panel hearing, where each is given a 20 minute period to verbally summarise their case to the Panel.
Question and Answer sessions will follow.
The parties will then leave and the panel will deliberate in private. The outcome of the hearing will be communicated to the parties within a reasonable period of time after the hearing.
How Much Does It Cost?
The fees for the PICA-Service are set and become payable upon lodging the application form. Fees are reviewed annually and attract VAT. Applications to the PICA-Service cannot be progressed without the administrator receiving the registration fee and the statement of complaint.
The fees received from both parties will be processed prior to the PICA-Service Panel hearing.
In the event that the licensee’s dispute/disputes are upheld the fee will be returned to the licensee and the Pub Company/Brewery will be liable for this payment.
For further information on the PICA-Service fees refer to the Procedure Paper or contact the administration team.
Registeration Fees
Signatory Companies
These companies agree to follow the standards, codes of practice, and regulations set by the governing body.
How to Apply to PICA-Services
To apply to the Pubs Independent Conciliation and Arbitration Service, the initiating party must fill out the application form, providing details within the Statement of Complaint. This will need to include a background, summary of the complaint, as well as the claim amount(s).
Applications should be submitted to info@picaservice.co.uk
The PGB Group
The Pub Governing Body Ltd group is made up of three separate and distinctive schemes/companies:
PGB
Overall governance body, responsible for establishing minimum standards of practice & case protocols for PIRRS & PICA-Service
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PICA-Service
Pubs Independent Conciliation & Arbitration Service; a dispute resolution service for tied tenants/lessees.
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PIRRS
Pubs Independent Rent Review Scheme; a rent dispute resolution procedure for tenants/leeses.