This guide is intended to help you navigate the different tools, departments and queries you’ll need to share with our business.
We recommend using CTRL+F on a computer keyboard to search this document for key words, or if you are on a smart device or mobile phone, your browser will also likely have a ‘find’ option to do the same.
If you are struggling to find the information you are looking for, or you spot an error in here you could always raise a general enquiry to ask for help and direction using this form. Do include lots of detail to help the team.
Your answer might already be included in our ‘A guide to your agreements’ document. Here’s a link to the info within the Pub Hub.
A-guide-to-our-agreements-dec-121224
Q - How do I report a bad barrel (also known as ullage)?
A – you can fill out our Drinks, Food and Services form > Empties & Ullage drop down.. This will enable our distributor to plan the safe collection of your stock. Subject to the type of cellar at your site, that might require additional lifting equipment. Credits for stock will be subject to an independent 3rd party weighing and testing the stock.
We anticipate stock being collected within 14 days of it being reported and credits being returned within a further 7 days.
These queries will be managed via our query management system Stonegate Support.
Q – What do I do if I have excess empty containers/kegs and distribution won’t take them away?
A – Our distributor should always remove empties on a like for like basis. If you’ve ordered 10 kegs, they will remove 10 kegs. If you have empties that will significantly exceed your incoming delivery, you’ll need to register an excess empties collect via Stonegate Support using the Drinks, Food and Services form > Empties & Ullage drop down.
Our service level agreement for the collection of excess empties is 14 days from the time of reporting.
Q – can you give me any help with your digital systems
A – Here’s a link to useful content within the Pub Hub.
Pub Hub - help with our digital tools
Q – How do I raise a complaint?
A - Publican Complaint Procedure As a publican with Stonegate Pub Partners your dedicated Regional Manager is there to support you throughout every step of your journey with us. If you ever feel that we have failed to meet your expectations at any time or wish to raise a matter of complaint, please speak to your Regional Manager in the first instance. Should you not be satisfied as a result of raising a complaint with you Regional Manager, you may request that your complaint is escalated as part of the Stonegate Pub Partners complaints process. You can do this either by making the request via your Regional Manager or alternatively by emailing your complaint direct to complaints@stonegategroup.co.uk. Your complaint will be acknowledged by our Customer Care Officer within five working day of receipt. Our Customer Care Officer will escalate your complaint/s to the Operations Director and/or relevant department within the business in order for the matter to be fully investigated. Whilst we endeavour to provide a full response to your complaint/s within 14 days of receipt, there may be times that this may not be possible due to the level of investigation required. Where this is the case our Customer Care Officer or, in some cases, your Regional Manager will keep you updated on progress and expected timings for a final response to be provided.
If your complaint is about a 3rd party service provided by one of our partners, example, Tradeteam for drinks distribution. Fill out our Drinks, Food & Services form > Complaint/Feedback drop down.
Q – What do I do if I’ve signed for my delivery but since realised, I’ve got missing items?
A – here’s a link to our current terms and conditions. These are attached to your e-delivery note following deliveries. Section 10 covers claims.
1706266662-stonegate-group-tcs
You could raise a ticket using the Drinks Food and Services form > Ordering & Delivery drop down > Help me with a missing, unavailable item...drop down
Q – How can I report a broken case of stock following my delivery?
A – here’s a link to our current terms and conditions. These are attached to your e-delivery note following deliveries. Section 10 covers claims.
1706266662-stonegate-group-tcs
You could raise a ticket using the Drinks Food and Services form > Ordering & Delivery drop down > Help me with a missing, unavailable item...drop down
Q – How do I adjust my prices following a price increase?
A - We recommend using the My Pub area of Pub Hub. Click My Pub in the top ribbon and then click into the Products tab. This page will allow you to look at stocked products, then to fill in adjust selling prices to see gross profit, you’ll also get a GP prediction based on your recent volume. You can always consult your Regional Manager for help with pricing as well.
Q – what is marketing club?
A - Marketing Club reflects a subscription offer whereby sites receive a quarterly drop of marketing support. Here’s a link to our Pub Hub page.
Q – What is Sports Viewing Club
A – Sports Viewing Club (also known as SVC) is a subscription offer for sites to receive benefits for Sky and TNT sports. Talk to your aligned Regional Manager about this if you would like to know more.
Q – Help, I have an invoice dispute
A – You can raise invoice queries via our forms. Choose the Credit Control form > Help me with an invoice dispute drop down.
Q – What is Food Buyers club
A – Here's a link to our dedicated page on the Pub Hub Food Buyers Club
Q – How do I raise a property query
A – Property Queries are raised within a separate part of the Pub Hub in a system called Invida. Here’s a link to our knowledge article.
Q – How do I raise an insurance query
A – Here's a link to our current FAQ’s
SGPP-Insurance-and-or-Lease-FAQ's
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