What We Do


The following diagram provides a brief overview of the PICA-Service.  More details regarding the procedure paper can be found under the Procedure page, applicants should take care to read the procedure thoroughly to digest its contents.

Tennant Submits:

  1. 1) Application Form;
  2. 2) Statement of Complaint
  3. 3) Registration fee to PICA-Service

The Landlord company will be placed on notice of the applicant’s intention to utilise PICA-Service, supported by the Statement of complaint

Landlord company have 14 days to confirm completeness of the internal grievance procedure

Where internal grievance procedure has not been completed a further 21 days is provided

Applicant’s statement of complaint is issued to Landlord company who have 21 days to respond

Landlord Company’s response is issued to the applicant, who has 14 calendar days to respond.

Application progresses to a panel hearing

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.

Pub Governing Body (PGB)

PICAS is overseen by Pub Governing Body (PGB) which is responsible for establishing the rules of governance and case protocols for both the PICAS and the Pubs Independent Conciliation and Arbitration Service (PICA-Service).  The Pub Governing Body is provided by six of the industry's leading associations representing both tenants and landlords: the Association of Licensed Multiple Retailers (ALMR), Brighton and Hove Licensee Association, the British Beer and Pub Association (BBPA), the British Institute of Innkeeping (BII), the Federation of Licensed victuallers Associations (FLVA), and the Guild of Master Victuallers (GMV).


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Apply today with our simple online application process. We will keep you updated when your application moves through the various stages and we are always just a phone call away.

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