Complaints

ICE Services Complaints Procedure

 

If things go wrong

We know that from time to time, despite our best efforts, things can go wrong. We aim to rectify errors and resolve any confusion as soon as possible.

If you are:

  • a member of a Collective Management Organisation (“CMO”); and/or
  • a writer/sub-publisher of a music publisher; and
  • your CMO or music publisher is a customer of ICE Services,

and you have a complaint about the services we provide to your CMO or music publisher, please contact your CMO or music publisher for the resolution of your complaint. We will work with them to resolve any complaint relating to the services ICE provide to its customers.

If you are not one of the above and have received services from us about which you have a complaint, please see below. For general queries, please visit www.iceservices.com and submit your request via our online enquiry form in the “Contact” section of the website.

Errors will be, wherever possible, corrected straight away. Where this is not possible, we aim to resolve the matter as soon as we can and will keep you updated on our progress if, for any reason, we are unable to resolve the matter within a reasonable period.

If we believe an error hasn’t been made by ICE, we will provide a full and clear explanation.

 

How to complain

You should put your complaint in writing, providing any supplementary documentation and details of how to contact you. You may submit your complaint by post or email:

Please address your complaint to:

Post

Director of Account Management

ICE Services

2 Pancras Square

London

N1C 4AG

 

  Email

Please submit your written complaint electronically via enquiries@iceservices.com with the following subject header: ICE Services complaint – [insert a brief description of the complaint]

 

We will acknowledge receipt of the complaint within five (5) working days.

 

What happens next?

We will send a full, written response within twenty (20) working days of receipt of the complaint and in cases were the complaint is rejected, detailed reasons will be provided. Hopefully this will resolve your complaint and we will consider the matter to be concluded.

If you are unhappy with the response, you should write within twenty-eight (28) days of receipt of such response to the Director of Account Management stating your reasons. The Director of Account Management will then reply in writing within ten (10) working days from receipt of your further letter and will either:

  • confirm or vary the earlier decision and advise on your right of redress; or
  • advise that a further response will be given once additional advice has been obtained and provide an indication of the likely timescale to reach a final decision.

If we have completed our investigation and provided a written response with detailed reasoning, we may confirm there is nothing more we can do under our complaints procedure (we call this a deadlock letter). We will consider the matter to be concluded unless we receive further correspondence within ten (10) working days, or as advised in our correspondence.

 

Further Action

Should you feel that you have pursued your complaint as far as possible through the complaints procedure and still feel dissatisfied with the outcome, you can address your complaint to the ICE Services CEO.  Please submit by post to the address above or via enquiries@iceservices.com, and clearly mark your correspondence “ICE Services complaint – CEO”.

Where applicable, you may further resolve your complaint through the options available to you under Regulation 32 of the Collective Management of Copyright (EU Directive) Regulations 2016 and Part 1, Chapter 7 of the Copyright, Designs and Patent Act 1988. In accordance with the foregoing legislation, where applicable, you may seek to resolve your complaint through alternative dispute resolution or submit any such dispute to the relevant court or competent authority.