We know that from time to time, despite our best efforts, things go wrong. When they do, we want you to contact us so that we can put them right as quickly as possible. We take all complaints seriously and view them as a way to better understand your needs and, wherever possible, improve our services.

General complaint

Should you have a general complaint, please contact us by post, phone or e-mail.

Post address: ICE Operations AB, BOX 17092, 104 62 Stockhom, Sweden

Phone number: +49 (0) 30 2089867-10

E-mail address: office-berlin@iceservices.com

Customer complaint

If you are a customer of ICE and feel dissatisfied with the service you are receiving, please primarily contact your Service Delivery Manager and/or submit your complaint via ServiceDesk (http://servicedesk.iceservices.eu/). If we are unable to resolve your concern in the first instance the Escalation procedure, as set out in the ICE Services Customer contract, will apply.

Should you not have a copy of the Escalation procedure available, we will provide it to you on request.

Commitments complaint

Should you have any queries and/or issues relating to the commitments to the European Commission dated 1 April 2015 in case M. 6800, entered into by PRS for Music, STIM, GEMA and ICE (the “Commitments”) a fast track resolution procedure is available. A copy of the fast track resolution procedure can be accessed here or provided to you on request.

Should you be interested in reviewing the Commitments in full they can be accessed via the European Commission’s webpage.