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Complaints

What should I do if I have a problem with a licensed premises?

We take very seriously any complaints received about our licensed premises. It is important that you direct your complaint to the service best able to address your concerns.

In the first instance, you should consider discussing the issues informally with the premises licence holder or designated premises supervisor, if applicable. In many cases they will not be aware of the problem and this will give them the opportunity to resolve the issues. 

If this does not lead to an improvement, you should contact us and report the incident.

For general concerns about any licensed premises, noise at a licensed premises, underage sales or crime and disorder, you can either email us or log a complaint via our contact us page. You should also keep a written record detailing each incident and provide a true and factual account of the incident, including your own conduct. 

This should include:

  • Premises name and address.
  • Date and time you were affected.
  • A description of the nature of your concern(s).
  • Your name, address, email address and daytime contact number.
  • Details of how long the problem(s) have been occurring.
  • Details of the date and times that the problem is most likely to occur.
  • Details of what steps, if any, you have already taken, such as contacting the premises.
  • If you have contacted the premises, what was their response?
  • Have you gathered any evidence to support your complaint?
  • Do your neighbours have the same or similar concerns?

We aim to conclude investigations as quickly as possible; however; the length of time taken to conclude the investigation depends on how much evidence is required. You should also be aware that you may be requested to support your case in person at a licensing sub-committee should this be necessary.

Frequently asked questions

No, not without your prior permission.

In most cases the Licensing Authority will make the premises aware that a complaint has been made. This is often done by contacting the designated premises supervisor (licensee) of the premises and the premises licence holder; details of the complaint would be outlined in this initial contact. When investigating your complaint, your details would only be shared if necessary with other Council departments or Responsible Authorities.

The Council, as the Licensing Authority, works closely with other Responsible Authorities and Council departments with a view to resolving your concerns as soon as possible. There are a number of options that can be taken, including:

  • Bringing your concerns directly to the attention of a relevant Responsible Authority or Council department who may be best placed to deal with your concerns.
  • Contacting the premises outlining your concerns, reminding them of their responsibilities under the provisions of the Licensing Act 2003 and their requirement to promote each of the licensing objectives, these being:
    • The prevention of crime and disorder.
    • The prevention of public nuisance.
    • Public safety.
    • The protection of children from harm.

The Council cannot investigate anonymous or frivolous complaints.