Complaints Policy

Our Commitment to Customers

We aim to provide a professional and reliable music production service. If an aspect of the project does not meet the arrangements agreed with you, we want to understand the issue and consider an appropriate response.

All complaints will be considered fairly and individually. We will aim to:

• Listen carefully to the concern being raised.
• Review the agreed project brief and deliverables.
• Consider relevant source materials, communications and production records.
• Explain our findings in clear and understandable language.
• Identify reasonable steps to address an issue where appropriate.
• Keep customer-provided musical materials confidential in accordance with our applicable policies.

What You Can Complain About

You may raise a complaint about any aspect of our music production services or the way we have handled your project enquiry or confirmed order.

Examples include:

• Whether the completed arrangement or backing track follows the agreed project brief.
• Whether the supplied digital audio deliverables match the confirmed specification.
• Concerns about the quality or completeness of the agreed production work.
• Whether an included revision has been handled in accordance with the agreed scope.
• Delays or communication issues during the production process.
• Concerns about project pricing, agreed charges or additional work.
• Problems accessing or downloading the agreed digital files.
• Concerns about the handling of customer-supplied melodies, demos, lyrics or recordings.
• Concerns about confidentiality or the use of project materials.
• The way a previous complaint has been considered or addressed.

You do not need to use formal language or provide a legal explanation. A clear description of the issue and the relevant project details are sufficient to begin a review.

How to Make a Complaint

The preferred way to submit a complaint is by email. This allows us to keep a written record and review the project details carefully.

You can contact us through:

• Email: enquiries@sumofpartspublishing.media
• Telephone: +44 7736 834414

If you initially raise a concern by telephone, you may be asked to provide the main details by email so that we can review the matter accurately.

Where possible, please use the subject line “Formal Complaint – Music Production Project”.

Information to Include

To help us understand and investigate your complaint, please include as much of the following information as is reasonably available:

• Your full name and preferred contact details.
• The relevant project name or reference, if available.
• The music production service you requested.
• The date the project was confirmed or the files were delivered.
• A description of the issue and when it occurred.
• The relevant part of the agreed brief or deliverable specification.
• Any relevant emails, feedback or project correspondence.
• The outcome or resolution you would like us to consider.

If the complaint concerns an audio file, please identify the file and, where possible, the relevant section or time position. This will help us locate and review the specific issue.

Please do not send unnecessary sensitive personal information or unrelated confidential material. If recordings, lyrics, demos or other creative materials are relevant, provide only the specific items needed to explain the complaint.

Complaint Acknowledgement

We aim to acknowledge receipt of a complaint within 3 working days.

The acknowledgement will normally confirm that we have received your complaint and explain whether any further information is required before the review can proceed.

If the complaint does not contain enough information to identify the relevant project or issue, we may contact you to clarify the details.

How We Investigate Complaints

We will review the complaint in a fair and proportionate manner. The steps taken will depend on the nature and complexity of the issue.

The review may include:

• Reading the original project enquiry and confirmed production brief.
• Checking the agreed scope, price, deliverables and revision allowance.
• Reviewing relevant project correspondence and customer feedback.
• Checking the supplied audio files against the agreed specification.
• Considering whether the reported issue relates to the original brief or a later change in requirements.
• Clarifying relevant details with the customer where necessary.
• Identifying practical steps that may resolve the concern.

Where an audio deliverable is involved, we may ask you to identify the relevant section or provide further details so that the issue can be assessed accurately.

We aim to complete the review without unnecessary delay. If additional information or a more detailed investigation is required, we will explain this to you.

Response and Resolution

We aim to provide a substantive written response within 15 working days after receiving sufficient information to investigate the complaint.

If the matter cannot reasonably be resolved within this period, we will contact you before the target date to explain:

• Why additional time is needed.
• What further information or review is outstanding.
• When you can reasonably expect a further update.

Possible outcomes

Depending on the findings, our response may include one or more of the following:

• An explanation or clarification of the production work.
• An acknowledgement that an error or shortcoming occurred.
• An apology where appropriate.
• A reasonable correction where the delivered work does not conform to the agreed specification.
• Further work within the original agreed scope, where appropriate.
• A revised delivery arrangement where a delay or file issue has occurred.
• A refund or partial refund where justified by the circumstances and applicable terms.
• Steps to improve our project communication or production procedures.

We will explain the reasons for our conclusion and any proposed action.

If You Remain Dissatisfied

If you are not satisfied with our response, you may reply to the complaint correspondence and explain which parts remain unresolved.

Where reasonably possible, the matter will be reviewed again by someone who was not directly responsible for the original decision. We will consider any additional information and explain whether the original outcome should remain or be revised.

We aim to provide a further response within 10 working days of receiving a request for further review. If more time is required, we will explain the reason and provide an updated timescale.

You may also seek independent advice or contact an appropriate consumer advice organisation if you remain dissatisfied. Nothing in this policy prevents you from exercising any legal rights or pursuing an available external remedy.

Confidentiality and Information Handling

Information provided as part of a complaint will be used to understand, investigate and respond to the matter.

We will limit access to complaint information to people who reasonably need it to review or resolve the issue. Information may be shared where necessary for legal, regulatory or other legitimate purposes.

If your complaint involves unpublished musical ideas, melodies, lyrics, recordings, demos or other creative materials, we will handle those materials in accordance with our applicable confidentiality and data-handling arrangements.

Complaint records will be retained only for as long as reasonably necessary for handling the complaint, maintaining appropriate business records and meeting applicable legal obligations.

Further information is available in our Privacy Policy.

Fair and Respectful Treatment

Customers will be treated respectfully throughout the complaints process. Raising a genuine concern will not affect the way we communicate with you or how we consider your existing rights.

We ask that complaints are communicated in a respectful manner and that the information provided is accurate to the best of your knowledge.

Where a complaint contains several separate issues, we may address them individually to ensure that each concern receives appropriate consideration.

A disagreement about a creative preference will be considered in the context of the original agreed brief, the stated revision allowance and any applicable consumer rights. This does not prevent a customer from raising a genuine concern about whether the agreed service has been provided.