Frequently asked questions

COVID, Your Safety is our first priority

Service

Where are bookings being taken? To make a booking you can book online here: https://www.tobycarvery.co.uk/tablebooking#/ 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 Toby Carvery 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.

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 here: https://www.tobycarvery.co.uk/takeaway#/. 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

Can I reach you on Social Media?

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

Dining with us

How do we book a table?

To make a booking you can book online here: https://www.tobycarvery.co.uk/tablebooking#/ via our website or app (if the premises has one). For larger parties please contact the premises directly.

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?

Our allergens menu can be found here: https://www.smartchef.co.uk/brands/tobycarvery. 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.

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!

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 here: https://www.tobycarvery.co.uk/tablebooking#/. Just search and book for any of our pubs, then await your confirmation email. Easy. If you're planning a big gettogether or a special occasion, you might want to call the pub you have in mind. You'll find the phone number on the home and find us pages of your nearest Toby Carvery 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 Toby Carvery you visited to assist you further. Alternatively, you can contact our Guest Care Team via our enquiry form.

What are your opening times?

To find the open hours of any of our pubs please visit the homepage for your local Toby carvery and it will appear at the top of the page

Is there disabled access to your pubs?

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 pub beforehand.

Do you offer a gluten free menu?

Our allergens menu can be found here: https://www.smartchef.co.uk/brands/tobycarvery. 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 chickens 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 animal welfare standards, food safety and quality. 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. To be absolutely clear, we have no requirement for any of our suppliers to supply us with Halal certified meat.

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 Toby Carvery with the highest standards of beef farming practices and animal welfare maintained.

What 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.

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.

What do I do if I haven’t received my Birthday Voucher?

When you signed up to our newsletter, did you enter your date of birth? If not, find a recent Toby Carvery 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 Toby Carvery?

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

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.

My reward has disappeared from the app.

 If your reward has disappeared, it may have expired. If this is not the case, please contact our Guest Care Team by completing our enquiry form.

My reward stamp has not been added following a visit.

If your stamp has not yet been added, please wait 24 hours following the visit. If it still doesn't appear, please contact our Guest Care Team by completing our enquiry form.

My reward has disappeared from the app.

 If your reward has disappeared, it may have expired. If this is not the case, please contact our Guest Care Team by completing our enquiry form

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

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.

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.

Do you offer charitable donations?

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

Merchandise

How long will my order take to arrive?

We aim to send all orders by the next working day (Monday to Friday). Orders are sent via Royal Mail second class and the Royal Mail aim to deliver in 2-3 working days (including Saturdays).

How do I return an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, and the return reaches us within 14 days we’ll exchange your items or refund in full. You’ll need to get in touch with our Guest Care Team on [email protected] or give us a call on 0121 498 7098 to request a returns form. Click here to view our full returns policy and all other Terms & Conditions in the FAQ section.

Have you received my returned item?

It can take up to 7 working days (excluding weekends and bank holidays) from the day after the date of your return, for your parcel to be delivered back to our warehouse and processed. We'll get in touch by email as soon as soon as we've completed your return, letting you know whether your refund or exchange has been processed. Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5-10 working days in the UK, depending on your bank/card issuer. If your returns haven't reached us after the return’s timeframe, please get in touch on [email protected]

Can I return an item for exchange instead of a refund?

Absolutely. If you’re looking to replace a faulty or incorrect item, please get in touch so we can get this sorted for you. Send us an email on [email protected]. You’ll need to evidence any damage in your email though, a good photo should do it.

Do you refund delivery charges if I refund something?

Your delivery charge will be refunded in certain circumstances, for example if your product is damaged or faulty on arrival. Please send us an email on guest.c[email protected] with evidence attached, a good photo should do it.

What should I do if my refund is incorrect?

We’re sorry if we’ve made a mistake with your refund. Contact our Guest Care Team on guest.care@mbplc.com and we’ll try to sort this as soon as possible. 

What Happens after I have returned my item?

We'll send you an email to let you know we've received your return with the details of any refunds due and exchanged items. Any exchanged items will be sent to the original delivery address using the same delivery service as your original order. If we’ve refunded you for any items, the funds can take up to 5-10 working days to appear in your account depending on your bank/card issuer.

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.