Complaints Policy
1. Purpose and Commitment
At MusicLegal.co.uk, we are committed to providing every client with a professional, transparent and high-quality service. We take all feedback seriously and view complaints as an opportunity to learn and improve.
If you are ever dissatisfied with any aspect of our service, our staff or the way your matter has been handled, we encourage you to tell us. We will address your concerns fairly, promptly and respectfully.
2. Scope of This Policy
This policy applies to all clients and users of services provided by MusicLegal.co.uk. It covers:
- The quality, accuracy or delivery of advice provided.
- Conduct and professionalism of our team members.
- Communication, responsiveness or customer care.
- Billing or payment disputes.
- Any other dissatisfaction with our service or administration.
Complaints concerning partner firms, referred professionals or third parties introduced through Music Legal will first be reviewed internally. Where necessary, we will liaise with the external party to assist in resolving the issue.
3. How to Make a Complaint
Complaints must be made in writing. We do not accept complaints by phone.
You can submit your complaint in one of the following ways:
By Email: info@musiclegal.co.uk
By Post:
Complaints Officer
MusicLegal
Park Place
Robey Close
Linby
Nottinghamshire
NG15 8AA
To help us respond efficiently, please include:
- Your full name and contact details.
- A clear description of your complaint, including relevant dates and names.
- Copies of any relevant correspondence or documentation.
- Details of the outcome or resolution you are seeking.
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If your complaint relates to a specific member of our team, please mention this so it can be directed appropriately.
4. How We Will Handle Your Complaint
Stage 1 – Acknowledgement
We will acknowledge your complaint in writing within five working days of receipt. This will confirm who is handling your complaint and provide a reference number for future correspondence.
Stage 2 – Investigation
Your complaint will be investigated by our Complaints Officer or a senior member of our management team who has not previously been involved in the matter. They will gather all relevant information and documentation to ensure a fair review.
Stage 3 – Response
We will provide a full written response within twenty working days of acknowledging your complaint. If additional time is required due to complexity or availability of information, we will write to you explaining the reason and provide a revised response timeframe.
Our written response will set out:
- A summary of your concerns.
- The steps we took to investigate.
- Our findings and any corrective action.
- Details of your options if you remain dissatisfied.
5. If You Are Still Unhappy
If you are not satisfied with our written response, you may request a final review by our Managing Director. This request must be made within fourteen days of receiving our written response.
The Managing Director will review how your complaint was handled and provide a final written decision within ten working days.
If your complaint relates to legal work carried out by one of our referred law firms, you may also have the right to raise your concern through that firm’s internal process or, where applicable, with the Legal Ombudsman. We will guide you through that process if it applies.
6. Our Principles
When handling any complaint, we will:
- Treat all matters confidentially and in accordance with data protection law.
- Communicate clearly and respectfully at all times.
- Keep you informed of progress.
- Learn from every complaint to improve our standards and client experience.
We will never penalise or disregard a client who raises a legitimate concern. Our goal is to resolve every matter to mutual satisfaction wherever possible.
7. Monitoring and Review
All complaints are logged and monitored by the Complaints Officer to identify recurring themes or areas for improvement.
This policy is reviewed annually, or sooner if new legislation, regulation or best-practice guidance requires amendment.
8. Contact for General Queries
If you have questions about this policy or would like to provide general feedback (outside the formal complaints process), please contact:
The Complaints Officer
Email: info@musiclegal.co.uk
Address: MusicLegal.co.uk, AMS Administration Ltd, Park Place, Robey Close, Linby, Nottinghamshire NG15 8AA