Frequently asked questions

Yes, you can contact us 0121 498 7098 9am - 5pm Monday to Friday (excluding Bank Holidays).

We do advise using the contact form online to help us get you the best response and for outside the hours outlined above. You can access that here (https://www.tobycarvery.mom/contact-us#/).

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

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

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

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

Within our app and web browser, you can enjoy a range of convenient features:

• Book a table in advance
• Use our Order at Table service
• Place takeaway orders
• Explore our loyalty programmes

Our loyalty programme also includes a Stamp Journey, where you can enjoy great rewards.

…and there’s plenty more to discover too!

Our app is available to download for free on both the Apple App Store (iPhone devices) and the Google Play Store (Android devices). You can also register or log in to access your account via a web browser. Simply visit any Toby Carvery webpage and click “Sign in/Register” at the top of the screen.

If your reward has disappeared from your app, it may have expired. All Toby Carvery rewards come with an expiry date, and you typically have 28 days to redeem rewards issued through the loyalty scheme.

If you’re using an Android device, the issue may also be related to cached data. In this case, you may need to clear your app’s cache/data. Please follow these instructions:

• Click on your phone settings
• Click on Apps
• Select your Toby Carvery app from the list off apps (alphabetical order)
• Select Storage or Storage & Cache (dependent on the device)
• Click clear data or clear storage (dependent on the device)
• Press delete button to permanently delete data (this will not delete your account)
• Check user data and cache shows 0 MBs
• Go back into your brand app and log in, your rewards will now be visible.

However, if you require any further assistance, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

If your stamp has not appeared in your app within two hours, or if you forgot to scan your stamp reward card, please contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/ They will be happy to assist you further.

Please note that once you have paid your bill, our sites are unable to add a stamp to your reward card.

First, please make sure you’re using the correct email address, as many people now have both work and personal accounts. When you originally registered, a confirmation email would have been sent to verify your address.

If you’re unsure of your password, select the “Forgotten Password” link on the login page (below the email and password fields). Once you enter your email address, a 6-digit verification code will be sent to you. Enter this code in the app, and you’ll then be prompted to create a new password.

Your new password must meet the following requirements:

• Minimum of 8 characters
• At least one lowercase letter
• At least one uppercase letter
• At least one number
• At least one special character or symbol (e.g. !, ?, @ — please do not use the £ symbol)

All requirements will be displayed on screen and will turn green once met. After creating your new password, select “Log in” to access your account.

If you’re having difficulty switching between your app and email to retrieve the verification code, you can complete the process via the Toby Carvery website instead. Simply click “Log in/Register” at the top of the page and follow the same steps.

If you signed up using an Apple ID, you’ll need to use your Apple ID email address to reset your password. To find this:

• Open your phone settings and tap your name at the top
• Select “Sign in with Apple”
• Choose Toby Carvery under “Apps & Websites”
• Your email address will be displayed here

If you selected “Hide My Email,” go to “Manage Hide My Email,” select Toby Carvery again, and you’ll see your relay email address (ending in @privaterelay.appleid.com).

Please note: resetting your password using this email will send the verification code to your linked email inbox, not your Apple account.

However, if you require any further assistance, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

We understand that not all guests have a smartphone or may find it difficult to download and use our app. To make things easier, you can also access your account via a web browser (such as Safari or Google Chrome) on a mobile device, laptop, tablet, or desktop computer.

If you do have the Toby Carvery app, you can also add your loyalty card to your device’s wallet:

• Google Wallet (Android devices)
• Apple Wallet (Apple devices)

To add your card to your wallet:

• Open the Toby Carvery app
• Go to the Wallet section
• Select your reward
• Tap View Code
• Choose the option to add to Google Wallet or Apple Wallet (depending on your device)

If you need any further assistance with these options, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

We know you love our famous roast as much as we do, so we’ve introduced a feature that lets you refer a friend to sign up via the app or web browser.

Even better, your friend will receive a promotional voucher, and you will too, once they’ve redeemed theirs.

To use this feature, simply select “Refer a Friend” from the home page or access it via the “Account” section.

For Apple devices (iPhones and iPads):
Tracking must be enabled for this feature to work. Please follow the steps below:

• Open your phone Settings, scroll down to Apps, and select the Toby Carvery app
• Tap the app and ensure “Allow Tracking” is switched on (green)
• If the tracking option isn’t visible, it may not yet be enabled on your device

To enable tracking on your device:

• From your home screen, use the search bar and type “Tracking”
• Select the Tracking option (blue background with a hand icon)
• At the top of the screen, switch on “Allow Apps to Request to Track” (green)
• Restart your phone

Once this is done, the tracking option should appear in the Toby Carvery app settings, where you can switch it on.

You’ll then be able to use the “Refer a Friend” feature successfully.

If you prefer, you can turn tracking off again after referring your friend by switching off both the app tracking setting and “Allow Apps to Request to Track.” Please note, you’ll need to enable tracking again if you’d like to refer another friend in the future.

However, if you require any further assistance, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

At Toby Carvery, we operate a stamp card reward scheme. Once you’ve collected all your stamps, your card resets to zero.

Please note:

• The stamp card is valid for 12 months, whereas most rewards and offers are typically valid for 28 days.
• Stamps are for tracking progress and do not represent rewards themselves.

All offers and rewards can be found in the Offers and Rewards section, located by scrolling down in the Wallet section of your app.

You can also view your rewards on the Home page — simply swipe left to navigate through them.

If you need any further assistance, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

To redeem an offer or reward, or to claim a stamp for your visit, you must be logged in to your Toby Carvery app account.

Please note that app access depends on your internet connection. At some locations, mobile data may be limited; however, free WiFi is available in all our restaurants. If you’re having trouble using the app on-site, please connect to our WiFi.

If you need further assistance, please speak to a member of our restaurant team or contact our Guest Care Team via the enquiry form https://www.mbplc.com/guest-feedback/.

All rewards associated with the app are displayed within the app.

You can find your rewards in the Wallet section on the main screen. Here, you’ll see your stamp card as well as any rewards you’ve earned. If you have multiple rewards of the same type, the one with the earliest expiry date will appear first, both on the home page and at the top of the Wallet list.

Rewards may also be highlighted on the app’s home page for quick access.

Once a reward has expired, it will be automatically removed from the app. This includes both promotional vouchers and rewards earned through the loyalty scheme.

From time to time, we run limited-time offers. These vouchers will only appear in the app from the offer start date. In most cases, you’ll also need to follow a link to download the voucher into your Wallet.

If you need further assistance, please contact our Guest Care Team via the enquiry form https://www.mbplc.com/guest-feedback/

Unfortunately, guests are currently unable to amend their email address or date of birth within the app, and these fields are therefore locked.

If you need to update your email address, you will need to create a new account using your new email. Once this is set up, please contact our Guest Care Team via the enquiry form (https://www.mbplc.com/guest-feedback/), providing both your old and new email addresses. We will then be happy to transfer any stamps and rewards to your new account.

If your date of birth has been entered incorrectly, please also contact our Guest Care Team via the enquiry form (https://www.mbplc.com/guest-feedback/) with the email address linked to your account and your correct date of birth, and we will update this for you.

Please note: if your date of birth is amended and you have already received a birthday voucher within the last 12 months (based on the updated date), a new birthday voucher will not be issued until the following year.

We’re delighted you’d like to keep in touch.

You can create an account by visiting the Toby Carvery website via any web browser, simply select your favourite Toby Carvery at the top of the page and follow the steps to register. Alternatively, you can download the Toby Carvery app from the Apple App Store or Google Play Store. Once downloaded, create an account to access our latest news and offers.

Please note: if you choose to receive emails when registering, you’ll receive promotional offers by email and on the app. If you opt out of email communications, you’ll still be able to view promotions within the app. You can update your preferences at any time in the Account section under Profile.

If you need further assistance, please contact our Guest Care Team via the enquiry form https://www.mbplc.com/guest-feedback/

To redeem an offer issued via email, you can either print it and present the QR code or voucher code to a member of our team, or show it on your smartphone to your server before paying the bill. They will then scan the QR code or enter the voucher code into the tablet.

Please ensure you check the full terms and conditions associated with each offer. We also recommend booking a table in advance to avoid disappointment. While we do accept walk-ins, we cannot guarantee availability, as our offers are often very popular.

Please ensure that when you register for an account on our website or app, you use the same email address where you expect to receive your offers and rewards.

Please note that reward and offer emails may occasionally be filtered into your junk or spam folders, so we recommend checking these as well. These emails are typically sent on Sundays, so be sure to look out for them in your inbox around that time.

If you haven’t received your reward in the app, please check your email inbox. Likewise, if you haven’t received your reward by email, please check the app.

Please note that not all guests will receive the same offers at the same time. If you require any further assistance, please don’t hesitate to contact our Guest Care team via the enquiry form https://www.mbplc.com/guest-feedback/.

Please ensure that when you register for an account on our website or app, you use the same email address where you expect to receive your offers and rewards.

Reward and offer emails can occasionally land in your junk or spam folders, so we recommend checking these as well. These emails are typically sent on Sundays, so keep an eye on your inbox around that time.

If you’ve never received a promotional email, it’s possible that you signed up to the app but didn’t opt in to receive marketing emails. You can update this preference in your app under Profile > Account Settings.

If you’ve only signed up to receive emails, you’ll also need to create an app account, as the two are not automatically linked. Receiving emails doesn’t always mean you’re registered on the app.

If you’re unsure whether you’ve already registered for the app, select Sign Up instead of Log In. Follow the steps to create an account. If you’re already registered, you’ll receive a notification confirming this. If you’re able to continue the sign-up process, it means you don’t yet have an account.

If you do have an account but can’t access it, simply select Log In and choose Forgotten Password to reset your details.

If you still need any further assistance, please don’t hesitate to contact our Guest Care team via the enquiry form: https://www.mbplc.com/guest-feedback/

At Toby Carvery, we offer a variety of offers and rewards. Some are available in the app, some are sent via email, some are exclusive to both the app and email subscription.

We recommend checking your app and email regularly to stay up to date with all available offers and rewards.

We also offer a Birthday reward for guests who have signed up at least 14 days before their birthday. This reward will be sent via email or added to your app 14 days before your birthday and will remain valid for 14 days after your birthday. T&Cs apply.

If you need any further assistance with vouchers or offers, please don’t hesitate to contact our Guest Care Team by completing our enquiry form https://www.mbplc.com/guest-feedback/.

You can opt out of receiving offers from us at any time by clicking the unsubscribe link at the bottom of any email we’ve sent you.

If you’d prefer to stop receiving certain seasonal promotions, you can also use the link within those specific emails. This will unsubscribe you from that particular promotion only, while allowing you to continue receiving other Toby Carvery offers.

If you’d like to unsubscribe from the app entirely, simply go to the Account section, select Profile, scroll to the bottom of the page, and choose Delete Account. Please note that you’ll need to be signed in to complete this process. The same steps apply when using a web browser.

If you still need any further assistance, please don’t hesitate to contact our Guest Care team via the enquiry form. https://www.mbplc.com/guest-feedback/.

Yes, when you sign up for our email or app scheme, you’ll have the option to select your favourite Toby Carvery. When you receive promotional email vouchers, they may feature the Toby Carvery restaurant you’ve chosen as your favourite.

However, you’re welcome to use your voucher at any Toby Carvery location that suits you.

We do recommend checking the terms and conditions on your voucher, as some restaurant exclusions may apply.

If you still need any further assistance, please don’t hesitate to contact our Guest Care team via the enquiry form. https://www.mbplc.com/guest-feedback/.

Toby Carvery is pleased to work with a number of third-party partners, including Groupon, One4all Gift Cards, Lifestyle Gift Cards, and the Blue Light Card.

For most third-party offers and promotions, you’ll receive a QR code or digital code that must be presented and redeemed to apply the offer.

For Blue Light Card offers, please download the app and present the voucher code at the till. Our team will need to scan the code, presenting the physical Blue Light Card alone isn’t sufficient.

Groupon regularly features great-value offers, such as 2- and 3-course dining options. As these are managed by a third party, if your voucher is close to expiry, we recommend contacting Groupon directly for assistance. If you experience any difficulties, you’re also welcome to contact our Guest Care team via the enquiry form: https://www.mbplc.com/guest-feedback/.

One4all Gift Cards are accepted in our restaurants, simply present your card when paying. Please note that One4all Restaurant Gift Cards are not accepted.

Lifestyle Gift Cards are also accepted; however, you’ll first need to visit the Lifestyle website and exchange your code for a Toby Carvery or Dining Out gift card (this will be a 16-digit code starting with 6280). Unfortunately, we’re unable to redeem Lifestyle cards in-store unless this step has been completed.

If you need any further assistance, please don’t hesitate to get in touch with our Guest Care team. Via the enquiry for https://www.mbplc.com/guest-feedback/

Please note that our promotions and voucher usage may differ in Scotland.

Under the Licensing (Scotland) Act 2005, alcohol promotions and offers are regulated differently than in England. If you are visiting Scotland and plan to use a promotional voucher, we recommend checking the terms and conditions carefully, as a meal purchase may be required or certain restaurants may be exempt within Scotland.

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

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

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

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!

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

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.

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.

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.

Please email our customer service team on [email protected], quoting your order reference number, full name and purchase email address. Please use missed promotion as the subject of your email.

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 you can send a physical gift card, delivered by post inside of a greetings card with your own personalised message. If you don’t know the recipient’s email address, there is the option to send a digital gift card as a link which can be shared instantly on social media platforms including WhatsApp, Instagram and Facebook.

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

Toby Carvery gift cards (whether physical or digital) are valid at any Toby Carvery in the UK as well as any other Mitchell’s & Butlers venue. You can search all available venues here.

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

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.

Email e-gifts can be sent to anyone with a valid UK email address and e-gift links can be redeemed at any Mitchells & Butlers establishments.

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

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

Get in touch with our team with your details and they'll respond to your query as soon as possible.

Just show the email, link page (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.

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.

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

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]

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 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. SMS and digital gift cards should be treated as cash. If deleted, they will not be resent.

10. Toby Carvery Gift Cards may be paid for with a valid Debit or Credit Card, Google Pay and Apple Pay (we do not accept American Express). The costs of delivery for Physical Gift Cards will be as displayed to you on our website. eGift Cards will be delivered free of charge.
Please note: If paying by credit card your bank may treat the purchase of gift cards as a funding transaction that could incur cash advance fees. This decision is at the sole discretion of your credit card provider. Please check your credit card terms and conditions.

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.

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

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.

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.

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

Please send details to our Guest Care team via our feedback form.

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.

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.

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, across all of our estate.

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.

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.

We welcome all breast feeding mothers into our businesses.

Please contact the the restaurant directly prior to your visit.

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.