Frequently Asked Questions

SERVICE

Service

Where are bookings being taken? To make a booking you can book online via our website or app (if the premises has one). For larger parties please contact the premises directly.

I haven’t received my booking confirmation.  If you have not received your booking confirmation as of yet, please do contact the Premium Country Pub location you have booked for to confirm your booking.

Are walk ins allowed? We always try and accommodate walk-ins, however, to ensure you get a table at your preferred time we advise booking online.

Are you doing takeaway? We offer several different takeaway and delivery options. You can purchase through our apps or online, while a number of our sites partner with Just Eat, Deliveroo and Uber Eats to offer a to-your-door delivery service.

Are you accepting cash or is it card only? We advise our guests, wherever possible, to pay by card or contactless methods. We accept contactless card payments up to £100, Apple Pay and Google Pay.

Contacting Us

I would like to give feedback on a recent visit

If you have a complaint, enquiry or compliment for a Premium Country Pub you've visited, please visit the web page for the restaurant you visited and click contact us at the bottom of the page

I have a question about a pub, who do I contact?

Please look through our FAQs which will hopefully answer your question. If not, please contact our Guest Care team by completing our enquiry form.

I want to contact a pub

 Our pubs don't have their own email addresses, so if you'd like to talk to the manager, please call them directly. You can find your local Premium Country Pub here: https://www.mbplc.com/findapub/.

Can I reach you on social media?

Yes, you can find us on social media vis Facebook, Twitter and Instagram. See the bottom of our homepage to find the links.

Dining with Us

How do we book a table?

You can book at any of our restaurants (subject to availability, of course) by making a reservation online or simply by giving them a call.

How far in advance, or how soon, can I make a booking for?

For same-day bookings, you can reserve your table online before 10.30am for lunch and by 4pm for dinner. You can also book up to three months in advance of the date you want to dine. Just pop onto our "Book a table" page, search and book for any of our restaurants, then await your confirmation email. Easy. If you're planning a big get-together or a special occasion, you might want to call the restaurant you have in mind. You'll find the phone number on the home and find us pages of your nearest pubs website.

How do I cancel an online booking?

To cancel an online booking, just click on the link in your booking confirmation email and follow the steps. Please try to give us as much notice as possible.

My deposit was not deducted from my bill.

Please do contact the Premium Country Pubs you visited to assist you further. Alternatively, you can contact our Guest Care Team here.

What are your opening times?

To find the open hours our pub please visit our website and it will appear at the bottom of the page.

Is there disabled access to your restaurants?

At Mitchells and Butlers we take the needs and the equal treatment of all our guests extremely seriously. We have invested heavily in this area in recent years and are committed to ensuring our facilities and services are accessible to all in line with the Disability Discrimination Act 2004.

However, in some circumstances, often in smaller sites or perhaps in listed buildings, alterations are not possible. Therefore, alternative arrangements are put in place to assist disabled guests. For example, where a ramp can't be installed in an entry due to difficulties with planning permission, small temporary ramps may be provided. To be certain that the site you are visiting is practical for disabled access, we would always suggest that a guest contact the restaurant/pub beforehand.

What time can children dine until?

Children are welcome at all times so there are no restrictions placed on how late they can dine with us.

Where can I find menu prices?

Please visit our website and view the menu to see all of the prices

Is there allergen/special dietary information available for guests?

 Our allergens menu can be found here: https://www.smartchef.co.uk/brands/PCP. Please see our current menu and talk to a team member about any specific dietary requests during your visit. Our chefs will do their best to accommodate you.

Do you offer a gluten free menu?

Our allergens menu can be found here: https://www.smartchef.co.uk/brands/PCP. Please see our current menu and talk to a team member about any specific dietary requests during your visit. Our chefs will do their best to accommodate you.

Is your chicken free range?

Although our chicken breasts are not free-range, we're pleased to confirm that they are Red Tractor Farm Assured

Is the Meat Halal Certified?

When we source our meat, our decisions are based on strict animal welfare, food safety and quality standards. We use a variety of suppliers, mostly in the UK and Ireland, but some from abroad. All of our suppliers, regardless of location, operate to strict EU animal welfare standards, which require that all animals are stunned before slaughter to ensure they are killed humanely. This is the industry standard used by all the major retailers and restaurants in the UK. None of the meals on our menus are prepared or cooked to a Halal standard.

Do you offer a childrens menu?

Young guests are welcome and have their own special menu. Furthermore, highchairs are available on request, and our team members will store away prams or pushchairs for ease.

What ID do I need when visiting to be served alcohol?

Should a guest look under the age of 21, then identification will then be asked for, of which only the following will be accepted:

✔ International passport 

✔ UK or European Union photo-card driving licence (full or provisional)

✔ Proof of age card with 'PASS' accredited hologram

Our Challenge 21 scheme is firmly embedded within the Company. In line with police guidance, our pub teams are fully trained to recognise and accept the above forms of ID.

NOTE
By law it is an offence to sell alcohol to a person aged under 18. Anyone under the age of 16 years must be accompanied by an adult. As a retailer of alcohol, we are mindful of our duty of care to our customers, staff and the wider community. It is therefore Mitchells & Butlers' Company policy not to allow under 18s to consume alcohol on our premises under any circumstances.

Where do you source your meat?

Through a carefully maintained relationship between our suppliers and processors, our butchers can guarantee that the Beef we source meets the highest standard of quality and is traceable from field to fork.

Only cattle from assured farms produced to a quality standard mark are used for us with the highest standards of beef farming practices and animal welfare maintained.

Our offers and news

How do I sign up for promotions?

We're delighted that you'd like to keep in touch. Simply sign up for all our latest news and offers.

What do I do if I haven’t received a voucher?

Please ensure you have signed up to our newsletter and or app , please note that not all guests will receive the same offer at the same time.

What do I do if I haven’t received my birthday champagne voucher?

When you signed up to our newsletter, did you enter your date of birth? If not, find a recent email and click on the "email preferences" link to update your details. Please allow up to 2 weeks from sign up to your Birthday to receive your voucher.

Can I use my promotional voucher at any Premium Country Pub?

Yes, you can use your voucher in any Premium Country Pub of your choice. Please do check the terms and conditions for your voucher as some exclusions may apply.

How do I unsubscribe from the newsletter?

To stop receiving our news and offers via email, just click on the "unsubscribe" link, which can be found at the very bottom of every email we send to you.

When can I use the set menu?

For set menu offers, as long as you are seated and order between the applicable hours of the offer then you are entitled to the discount.

Working with us

Are there any jobs available at your restaurants?

It's great to hear that you're thinking of joining the team. See our jobs page for more info and links to our current vacancies https://www.thewindmillwindlesham.co.uk/jobs

We are a supplier who are interested in working with you. Who should I contact?

Due to the volume of requests we receive we are unable to deal with unsolicited supplier calls and emails. If you are interested in becoming a supplier please send your details in writing to - Procurement Department, Mitchells & Butlers, 27 Fleet Street, Birmingham, B3 1JP

Guest Wi-Fi

Do you offer free Wi-Fi in your venues?

Yes, we offer free Wi-Fi in all our venues just look for ‘Guest Wi-Fi’ this is provided by Sky.

How do I access Sky Wi-Fi?

Once you have located ‘Guest Wi-Fi’ just click on it and follow the on-screen prompts to connect. You’ll need to register to use Sky Wi-Fi, you can also opt in to receive marketing from us so we can tell you about all our cool deals and promotions!

I was previously registered with O2 Wi-Fi, do I need to create a new account with Sky or will my existing account work?

Yes, you will need to register again, we will not transfer any accounts previously registered over to Sky Wi-Fi.

Once I register for the first time, do I need to register again?

No, the good news is, you only need to register once and then assuming you use the same device you’ll be able to access Wi-Fi quickly next time. If you change device you will need to sign back in.

Why do I need to register my details?

Legally we need to ask people to register some information about themselves before using the service (to comply GDPR). This information may be made available to authorities as required, but we won't share your details with any third-party companies.

What are the terms and conditions of use?

The terms and conditions for using our free Wi-Fi internet service can be found on the landing page when you connect to the Sky Wi-Fi.

GIFT CARDS

Where can I buy a Premium Country Pubs gift card?

Premium Country Pubs gift cards are available to purchase online.  If you order online, you can choose either a digital gift card received by emailor you can send a physical gift card, delivered by post inside of a greetings card with your own personalised message.

You can also buy physical gift cards from any of our pubs. Just pop into your nearest Premium Country Pub and speak to a team member.

Where can I spend Premium Country Pub gift cards?

Premium Country Pub’s gift cards (whether physical, or email) are valid at any Premium Country Pub in the UK as well as any other Mitchell’s & Butlers venue. You can search all available venues here.

In what amounts are your gift cards available?

You can credit our gift cards with any denomination of £5, up to the total value of £250 each.

For how long are they valid?

Our gift cards are valid for 24 months from the later of the date a value was last loaded onto the card and the date that any value was last redeemed.

Who can I send an email e-gift to?

Email e-gifts can be sent to anyone with a valid UK email address.

I live overseas, can I purchase a gift card?

Our gift cards can only be purchased by our guests who have a valid UK billing address.

When I order an email e-gift for a friend, how will I know it has been sent?

After you've made payment you should receive an email detailing your order and confirming the delivery of your e-gift.

What if the e-gift, sent by email, is not received?

Get in touch with our team (please link to here [email protected]) with your details and they'll respond to your query as soon as possible.

How do I spend an e-gift card received by email?

Just show the email (either on your smartphone or as a print-out) or text message, which will contain a unique gift code, to your server, who will then redeem it for you.

Do I have to spend all the money on my gift card in one go?

Not at all. If there is any remaining balance on your gift card, feel free to come back and spend it before the expiry date.

Where can I find out what the remaining balance is on my gift card?

To check the balance on your gift card, please click here and follow the simple instructions.

Can I order large quantities of Premium Country Pubs gift cards?

Certainly. The easiest way is via this website https://business.mbdiningoutcard.co.uk/

Alternatively, you can contact the corporate gift card team on [email protected]

What are the gift card terms and conditions?

1. The gift card may not be exchanged for cash.

2. The gift card is not a cheque guarantee, credit, debit or charge card.

3. No change will be given but the balance can be used for future purchases.

4. We will not be held liable for lost or stolen cards - protect this as you would cash.

5. To check the balance of your gift card, please visit www.showmybalance.com and follow the simple instructions.

6. A gift card is valid for 24 months from the later of the date that any value was last loaded onto the gift card, or the date that any value on the gift card was last redeemed.

7. The gift card is valid at any Mitchell’s & Butlers venue in the UK.  You can search all available venues at www.thediningoutgiftcard.co.uk/. The gift card cannot be used (i) to make any online purchase (ii) at any moto or other Mitchell’s & Butlers franchise or (iii) at any site not managed by Mitchells & Butlers: please check with your server that the gift card can be used at the particular site before ordering.

8. Gift cards can be purchased with a minimum value of £5, up to a maximum of £250.

9. Email gift cards should be treated as cash. If deleted, they will not be resent.

10. Email gift cards will be free to receive.

11. Digital gift cards are valid either presented on a smart phone or printed out.

24. Gift cards can be used multiple times until all of the remaining balance is spent. You can check the balance of your gift card at https://www.showmybalance.com.

I have an issue with my gift card, but I can't find the answer here.

Please get in touch with our Guest Care Team via our enquiry form.

Other

Do you offer charitable donations?

Each of our restaurants makes its own decisions regarding charity and raffle prizes. Just contact the manager of your nearest pub to discuss it with them directly.

I have been barred from this pub

It is important to us that our pubs and restaurants provide a safe, social and welcoming environment for all our guests. From time to time our pub teams may have to make a decision to bar an individual guest for the safety of our other guests and staff. These decisions are made at the manager's discretion, at a local level and we support their right as responsible license holders to make such decisions. Consequently all decisions are final and cannot be appealed centrally via our Retail Support Centre.

What is your Breastfeeding policy?

We welcome all breast feeding mothers into our businesses.

Are there parking restrictions at your restaurants?

Some of our restaurants do operate a parking system which will be indicated by signage in the car park, however if unsure please check with restaurant on arrival.

I have received a parking fine after dining at one of your restaurants. What do I do next?

If you have received a car parking fine, please contact the car parking company directly using the information on the fine that you have received. Alternatively, get in touch with our Guest Care Team via our here.

Does your car park have an electric power point?

Please contact the restaurant directly prior to your visit.

Are your pubs dog friendly?

We allow guide dogs and assistant dogs into our businesses. Many of our pubs/restaurants allow dogs in their garden areas, but please check with the business before you visit to avoid disappointment.

Do you allow E-Cigarettes in your restaurant?

For the comfort of all our guests Mitchells & Butlers do not allow the use of electronic cigarettes within our premises.

CAN'T FIND WHAT YOU'RE LOOKING FOR?

If you have feedback regarding a recent visit to the The Windmill you can click here to leave a compliment, here to leave a complaint, or here to submit an enquiry