Credit Control FAQ

This FAQ document should hold questions regarding payment, statements, direct debit and so on. 

You can also make payments and see your statements on Pub Hub: Stonegate Pub Partners

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Q - How can I make a card payment? 

A - Our Pub Hub is the best way for you to make payments 24 hours a day.  Please use the link below:

Pub Hub and log in to your account.

You can also have a separate log in for each of your team that needs to access. Please use the Manage Team function in My Pub.

Q - How can I access my statements/invoices? 

A - Your statements should be on Pub Hub. Please use the link below:

Pub Hub and log in to your account.

You can also have a separate log in for each of your team that needs to access. Please use the Manage Team function in My Pub.

Q - How can I set up a direct debit? 

A - You are able to set up a direct debit on Pub Hub. Please use the link below:

Pub Hub and log in to your account.

Q - How do I make a bank transfer:

Log in to your online account and select the option for making a payment. Follow the instructions on screen to enter the correct details. Some banks also offer smartphone apps that allow you to transfer money. 

Please use the following details for transfers:

Barclays Bank a/c: 10859141, s/c 20-07-71

Q - Do you accept American Express? 

A - Unfortunately, Stonegate do not accept Amex as a form of payment.

Should you wish to discuss this further, please submit the following form Submit a request – Pub Partners (zendesk.com) and a member of the team will be in contact with you shortly.

Q - When will I receive my Volume Related Discount?

A -  Volume related discount (VRD) - The sum earned plus VAT will be applied to your commercial account(s) and you will receive a credit note for the total value which should be maintained for VAT purposes.  Where appropriate, credits will be offset against direct debit payments due during November of that calendar year. If there are any further concerns that fall outside of these parameters, please discuss them with your regional manager.

Q - How can I dispute a buying out charge? 

A - Under The terms of the Agreement you must not bring into the Property any products that you have not contractually agreed to purchase from us, (“tied products”) and that during times of failed deliveries or insufficient stocking levels, written permission must be obtained in advance from your Regional Manager prior to sourcing from another supplier the minimum amounts to maintain normal trade. 

If you have received a letter entitled ‘Purchasing Obligations Notice of Breach’ notifying you of our intent to raise a damages invoice, yet you believe this to have been received in error / or be incorrect and wish to appeal we request that you do so within 14 days from the Breach Date, by notifying your Regional Manager in writing (email is preferred option). 

A meeting will be conducted within 28 days of the Breach Date, you must have all evidence you wish to rely upon to refute the breach. A decision will be made following this meeting. 

If you have allowed the 14 day period to lapse, have been invoiced and still dispute the charge, then we would welcome the opportunity to discuss and again would ask you to contact your Regional Manager to arrange a meeting.

Q - Can I request a paying in book? 

A - We are moving away from cash payments into the business.  

Please see a link to the Pub Hub to initiate a Direct Debit mandate or make a debit card payment Pub Hub. 

Should you still require a PIB, please send the request to [e-mail] with an description of what book you require i.e. Natwest/Barclays and an explanation to why a PIB would be required.

Q - Are you going paperless? 

A - Effective 1st October 2021, Stonegate Group will end paper mail-outs and begin online only documents for invoices, credit memos, monthly and annual statements. 

Should you wish to continue to receive paper invoices and credit notes, please contact us at [e-mail]. Monthly and annual statements will not be available in paper form after 1st October and will only be available via My Pub in Pub Hub.