Frequently asked questions

COVID, Your Safety is our first priority

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.

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.

Do I need to wear a facemask? England and Wales: For our guests and team members in England and Wales, the wearing of masks is a personal preference.

Scotland: It is mandatory for all our guests and team members to wear a face covering whilst moving around our bar or restaurant. It is not necessary to wear a face covering when seated at your table. This does not apply to children under the age of 5 in Scotland to guests and team members with medical exemptions.

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.

Hygiene

Will your team members be using PPE? If so, what? England and Wales: For our guests and team members in England and Wales, the wearing of masks is a personal preference.

Scotland: It is mandatory for all our guests and team members to wear a face covering whilst moving around our bar or restaurant. It is not necessary to wear a face covering when seated at your table. This does not apply to children under the age of 5 in Scotland, or to guests and team members with medical exemptions.

How often are the furniture and any touch points being cleaned? We will continue our enhanced rigorous cleaning policy that includes regular doubled-in-frequency cleaning checks, as well as adding a number of new policies and procedures to make sure that our environment is as clean and safe as possible.

How often are the toilets being cleaned? Toilet checks and cleaning procedures are being carried out by a designated member of staff every 30 minutes. If you see any issues whilst using our facilities, please make a member of the team aware so it can be rectified straight away.

How often are the kitchens being cleaned? Our kitchens are always cleaned regularly, throughout the day, every day.

Are team members washing hands frequently? Yes, our team members are advised to wash their hands at least once every 30 minutes, and after any occasion where they may have come into contact with an object of risk or another person.

Are your team members being tested? We will continue to carry out daily health checks before every team member starts a shift. Anyone presenting symptoms is being asked to immediately self-isolate.

What distance are you applying in your table spacing? Our table spacing is in line with current government guidelines to ensure the safety of both our staff and guests alike.

One of your staff is heard to be unwell but not taking time off - what are you doing about it? All our staff complete a health check survey before starting work. Anyone presenting symptoms is being asked to self-isolate with immediate effect.

If someone who has visited or works at one of your restaurants becomes unwell what are you doing about it?
 If we become aware that someone has visited one of our sites and subsequently becomes unwell then we will immediately follow the government guidelines in place.

What is your covid policy? Is this available to view? Our Covid-19 policy can be viewed on our website.

If specific areas are locked down or have a raised R rate will you close? We will follow government and local authority guidelines to maintain the safety of our guests and staff, as well as protecting the local area.

Contacting us

I would like to give feedback after visiting one of your pubs or restaurants

If you have a complaint, enquiry or compliment for a Toby Carvery you've visited, please click here.

 

I have a question about a Toby Carvery, 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 would like to contact a Toby Carvery

Please go to "contact us" on the main Toby Carvery website, or visit https://enquiry.guestfeedback.co.uk/TobyCarveryenquiry

Dining with us

How do we book a table?

Book your table at https://www.tobycarvery.co.uk/tablebooking and complete the booking form for your chosen Toby Carvery. Bookings are advised for peak times such as Sundays and for large groups, but we do have tables available for walk-ins.

What are your opening/serving times?

Our family-friendly restaurants are all open seven days a week. However, our opening times and food service times do vary from restaurant to restaurant, so please check https://www.tobycarvery.co.uk/restaurants to view service times and menus.

How do I find my nearest Toby Carvery?

Where can I get nutritional information on your menus?

You can find our nutrition, allergen, gluten and milk guides on our nutritional page here or visit the Glass Onion app.

Is there allergen/special dietary information available for guests?

You can find our nutrition, allergen, gluten and milk guides on our nutritional page here or visit the Glass Onion app.

Does Toby do takeaway?

Yes! You can enjoy a Toby Carvery fresh from our home to yours. Click here to order.

Where can I find menu prices?

Visit the webpage for the Toby Carvery you want to visit, where you can view the menu to see all our pricing.

Can adults pay less for a child’s portion?

Our children’s menu is suitable for children aged 12 years and under.

We understand that some adult guests may prefer a slightly smaller portion, however our carvery allows you to control the overall portion size by selecting as little or as much as you like to accompany your meal.

Can I share my carvery with my child?

A Baby Veg Bowl is 99p. Help yourself to vegetables and Yorkshire puddings from the carvery deck. At breakfast a Baby Breakfast Plate is available for 99p - help yourself to toast, jam & spreads. Only available for under 2s.

Are there different prices for Sundays and Bank Holidays?

The standard price for our carvery is our Sunday & Bank Holiday price. To offer added value for money to our midweek guests, we discount our food prices between Monday to Saturday. We have some great deals through our app and email newsletter which makes our carvery even better value during certain times of the year.

Why do the vegetable options change throughout the year?

You can guarantee that our perfectly ruffled roasties, Yorkshire puddings, mac & cheese, peas, carrots and cauliflower remain all year round, subject to availability. The rest of our vegetable selection varies throughout the year taking into account seasonality and guest preferences, changing on a monthly basis. This helps keep the carvery fresh and exciting for our guests.

Standard meat portions

All of our carvers are trained to ensure a consistent serving portion is delivered to our guests. If you prefer more, we offer King Size portions for just £1.99 extra – including extra meat, an extra Yorkshire pudding and two chipolata sausages for good measure!

Vouchers and Promotions

How do I receive promotional offers?

You can receive offers by signing up to our mailing list here or downloading our app. Click here to learn more about downloading the app receiving offers now.

How do I use a voucher that has been emailed to me?

To use an offer, you can print it out, or simply present your smartphone to your server prior to paying the bill. Please check the validity dates and products of offers before visiting. We recommend booking a table prior to your visit to avoid disappointment, as our offers prove popular.

What if I never received an offer?

Please ensure you have signed up to our newsletter and or app, and check your spam folder. Due to how we personalise our emails, not all guests will receive the same offer at the same time. 

How do I unsubscribe from receiving promotions?

You can opt out of receiving offers from us at any time. Simply follow the unsubscribe link at the bottom of any of the emails that we have sent to you.

I am having problems downloading a promotional voucher from one of your brand websites?

Please contact our Guest Care team via our feedback form.

Using our app

Where can I get your app?

Our app is available to download for free on both the App store and Google play. Click here to learn more about downloading the app receiving offers now.

I am experiencing issues with resetting the password for my app.

Initially, make sure you are following the process on your smartphone rather than on a laptop or other device. If you are still experiencing difficulties, please contact our Guest Care team by completing our feedback form.

How do you pay through the app?

You can pay your bill via your Toby Carvery App by clicking the tile on the homepage "Pay your Bill" and follow the instructions.

Will you extend or replace my expired loyalty stamps and rewards?

The Toby Carvery stamp card scheme ended in 2020 so we have not extended any stamps or rewards.

Will you put a longer time frame on use of my rewards and promotions as it may take longer to get a booking or feel confident to dine out?

The Toby Carvery stamp card scheme ended in 2020 so we have not extended any stamps or rewards.

Working With Us

I would like to work for one of your restaurants?

If you'd like to join the Toby family, please click here.

Who do I contact if I am a supplier who is interested in working with you?

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 Toby Carvery supplier please send your details in writing to - Procurement Department, Mitchells & Butlers, 27 Fleet Street, Birmingham, B3 1JP

Wifi

What is WiFi?

Wireless internet, or WiFi for short, lets smartphones, tablets, laptops, cameras and all other WiFi-enabled devices connect to the internet using radio waves (via a router).When using a WiFi hotspot, your device needs to have its WiFi capability switched on (it should be somewhere under 'settings' or 'connections'), and you need to be in range of the hotspot.

What kind of WiFi service is Toby Carvery offering?

Here at Toby Carvery we've installed free O2 Wifi at every one of our carveries, making each of them an 'O2 Wifi hotspot'. Unlike many other kinds of WiFi hotspots, O2 Wifi is free – no hidden charges or nasty surprises, just free, fast and easy internet access. And it's available to everyone, whether or not you're an O2 customer. You can sign up for O2 Wifi at any of its hotspots. Once registered, your WiFi-enabled devices will be connected automatically every time you visit an O2 Wifi hotspot. You don't need any passwords or usernames to connect, and using the service won't eat into your mobile data allowance.

How do I access free WiFi at Toby Carvery?

It's simple. Just register your details the first time you access our free service (unless you've already done so at another O2 Wifi hotspot). You'll only need to do this once and you can enter up to five devices. Once signed up, your smartphone, tablet, laptop or whatever WiFi-enabled device you've registered will connect automatically every time you drop by a Toby Carvery  (or other O2 hotspot).

It's easy to get online using our free WiFi:

1)Check that your device's WiFi is switched on

2)Select 'O2 Wifi' from the network list

3)Open your internet browser and follow the sign-up instructions (enter your phone number and the name of the device(s) you're connecting with)

4)O2 Wifi will send you a text message containing a code. Enter this plus a few simple details

5)Your welcome page should appear – you're now connected

What if I can't receive O2 WiFi's text due to lack of mobile coverage?

Just click the 'No mobile coverage' link at the bottom of the page and follow the registration process. You'll be given two hours of free usage to tide you over until you can access your SMS. But you will need to fully register (with the code you've been sent) on your next visit to a Toby Carvery or another venue with O2 Wifi.

My signal is weak. What's going on?

The strength of O2 Wifi depends on things like how far you are from the access point (although if you're inside one of our restaurants, that shouldn't be a problem). Or how many people are trying to connect to the same hotspot at the same time. Also, some gadgets connect to WiFi quicker than others.

Where can I get more help and information?

You'll find additional info at o2WiFi.co.uk. Alternatively, call O2 Wifi's customer support line on 0844 4632626, which is open 8am-9pm from Monday to Friday, 8am-8pm on Saturdays and 8am-6pm on Sundays.

Why do I need to register my details?

A number of reasons. One, security – it helps us protect you from nasty viruses and fraud. Two, legally we need to ask people to register some information about themselves before using the service (to comply with European Data Retention directives). This information may be made available to authorities as required, but we won't share your details with any third party companies.

Three, it's simpler. Registering means you don't have to log in when you visit a Toby Carvery or any other O2 Wifi hotspot. You'll also get the opportunity to opt in for news and offers from Toby Carvery.

What are the terms and conditions of use?

The terms and conditions for using our free WiFi internet service can be found on the landing page when you connect to the O2 Wifi hotspot at Toby Carvery.

How secure is O2 Wifi?

O2 Wifi's wireless network is one of the most secure public access networks. When using it you'll see a personalised welcome page with your name displayed – so when you enter an O2 Wifi hotspot, you'll know that it's genuine.

However, your device will be connected to a public network and, as such, may still be vulnerable. O2 Wifi offers the following tips and precautions to help you to protect your personal data:

 

1)Look for URLs/addresses starting 'https' when using websites that require logging in (e.g. online email, Facebook or Twitter). The 's' in https means that the page is encrypted and your details are therefore more secure

2)Only enter info like personal banking details once you know the website is secure (look for the padlock icon on your browser, click on it to confirm it is secure)

3)Avoid leaving credit card details exposed on-screen

4)Be careful when responding to emails – avoid divulging any personal or financial details, and remember that your bank will never ask you to send them your password or PIN

5)Avoid 'phishers' (sites that resemble legitimate businesses but are in fact fakes designed to steal your personal details)

6)Install and update well-known anti-virus software and personal firewalls if appropriate

7)Ensure that you turn off automatic log-in facilities and that you log out when your session ends (check that 'Keep me logged in' boxes are not ticked)

8)Use a secure, free VPN to connect to the internet – O2 Wifi recommends http://hotspotshield.com/

9)Ensure that your device is password or pin-protected

10) Don't leave your laptop unattended in a public place. Lock your screen if you absolutely need to leave it

Gift Cards

Gift Card Expiry During Closures

If your gift card has expired whilst our venues were temporarily closed, please be reassured that your balance has not been lost. 

We have extended the expiry date of all gift cards issued between 01/07/20 and 31/03/21. These cards can now be used until 31/03/23. And all cards issued between 01/04/21 and 30/09/21 can now be used until 22/09/23.

So, if your gift card was affected by covid you will now have until at least 31st March 2023 to spend and enjoy your balance.

For all gift cards sold from 01/10/21:

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.

If you are unsure of the balance or expiry date for your card you can check it here: www.showmybalance.com

Where Can I Buy Toby Carvery Gift Cards?

Toby Carvery gift cards are available to purchase online here.  If you order online, you can choose either a digital gift card received by email or text message or 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 restaurants. Just pop into your nearest Toby Carvery and speak to a team member.

Where can I spend Toby Carvery gift cards

Toby Carvery gift cards (whether physical, email or SMS) are valid at any Toby Carvery in the UK as well as any other Mitchells & Butlers venue. You can search all available venues here.

In what amounts are your gift card available

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

How long are they valid?

If your gift card was affected by covid the expiry has been extended. Cards issued between 01/07/20 and 31/03/21 are now valid until 31/03/23. And all cards issued between 01/04/21 and 30/09/21 are valid until 22/09/23.

For all gift cards sold from 01/10/21: 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.

To check the expiry date on your gift card visit https://www.showmybalance.com/

Who can I send an email or text message e-gift to?

Email e-gifts can be sent to anyone with a valid UK email address. Text message e-gifts can be sent to anyone with a UK mobile number starting with 07.

When I order an email or text message 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 code sent by text or email is not received?

Get in touch with our team 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 or text message?

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 Toby Carvery 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 gift.cards@mbplc.com 

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. For all gift cards sold on or before 30/09/21: A Gift Card is valid for 12 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.

For all gift cards sold from 01/10/21: 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 Mitchells & 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 Mitchells & 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. SMS and email Gift Cards should be treated as cash. If deleted they will not be resent.

10. SMS and email Gift Cards will be free to receive.

11. Digital Gift Cards are valid either presented on a smart phone or printed out.

12. 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

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.

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. Although we realise that the fumes are just vapours and non harmful this is not clearly understood by everyone and can lead to confusion for others. Therefore, to prevent this, we request that guests do not use this product in our premises.

Is Toby Carvery’s meat Halal-certified?

Do you offer charitable donations?

Do you allow dogs in your restaurants?

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

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.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.

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.

I have been barred from a Toby Carvery Restaurant

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.

Does your car park have an electric power point?

Please contact the the restaurant directly prior to your visit.

Can't find what you're looking for?

If you have an enquiry for a specific restaurant then please click here, or if you have a more general question about Toby Carvery then click here.