Pub defends 'sneaky' extra charge as Londoners hit out at 'total scam'

Even when the service has been good, there’s something aggravating about having gratuity added to your bill as the standard.

After all, the decision to tip should be yours, and who likes to broach the subject of removing those charges when they don’t feel justified?

Most of us would rather avoid the aggro and cough up, but it seems as though automatic gratuity has opened the door to further discretionary charges slipping onto final bills.

Posting to Reddit, a visitor to The Pig and Butcher in Islington shared how a ‘Carbon Free’ fee was added to their bill and people have been in uproar.

One commenter called it ‘stupid and sneaky’ and another shot it down as a ‘total scam’.

“More rinsing of customers with climate change as the excuse,” bemoaned another.

“Yet another way to nickel and dime us,” said another who alluded to the fact that just about everything is continuously getting more expensive.

Now, the charge itself only came to £1.23 which Noble Inns, owner of The Pig and Butcher, explained is a flat fee for each bill, regardless of the table size of overall charge, with the proceeds going to either GiftTrees or Street Smart.

One customer, Adam Miller, spoke to Metro to say: “I’ve eaten in The Pig and Butcher and I think this kind of initiative is not only reasonable - it’s inspired.

“I’m a sucker for a restaurant with good ethos and if anything I’d like to see more follow suit. I try to be environmentally conscious in most areas of life, but I hadn’t really considered the carbon impact of eating out.

“I understand that people want to enjoy a meal without feeling preached to, but a light nudge toward greater consciousness can go a long way.

“If you can afford dinner at The Pig and Butcher where the standard price for a main is £30, odds are you can afford £1.23 - and if you can’t or don’t want to pay it, you don’t have to.”

A representative from Noble Inns also spoke to Metro, saying: “This is optional and we explain this to customers. They can just ask to remove it. So far this calendar year our customers have donated £31,000 to GiftTrees and £9,211.75 to Street Smart.”

While there’s an altruistic bent to the charge, it hasn’t gone down well with consumer champion and customer service consultant Jane Hawkes.

“It’s ridiculous that some restaurants are now charging diners for carbon offsetting schemes,” she said.

“These kinds of extra charges are becoming increasingly common and can be incredibly confusing for customers. Whether it’s a ‘carbon free’ dining fee, an automatic service charge or a sustainability levy, the result is the same; the final bill is higher than expected.”

She continued: “If a business wants to operate more sustainably, that’s a decision they should build into their pricing, not pass the cost directly to unsuspecting customers. During ongoing turbulent times for the hospitality industry, establishments that prioritise transparency, honesty, and trust are far more likely to retain customer loyalty.”

In terms of the rules around these kinds of charges, Hawkes explained that all discretionary charges ‘must be clearly communicated, verbally or in writing, before you place your order’.

She added: “Even if a service charge is described as mandatory, you have the right to request removal if the service was poor or the charge wasn’t made clear in advance.

“Equally if you were unaware of a ‘carbon free’ dining fee, you can request for it to be removed from your bill.”

FOODbible has approached Noble Inns for comment.