Complaints Policy

Our Commitment to Customers

We aim to provide a professional and considerate consultation experience. If something does not meet the arrangements agreed with you, we want to know so that we can review the matter and, where appropriate, put it right.

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

• Listen carefully to the concern being raised.
• Review the relevant consultation arrangements and communications.
• Consider information provided by everyone involved.
• Explain our findings in clear and understandable language.
• Offer a reasonable response where an issue is identified.

What You Can Complain About

You may raise a complaint about any aspect of our consultation service or the way we have handled your enquiry.

Examples include:

• The clarity of information provided before a consultation.
• Whether the consultation followed the agreed scope.
• Communication, appointment arrangements or meeting organisation.
• Concerns about the conduct or professionalism of a consultation.
• Unclear explanations about music arrangement or production options.
• Concerns about how your supplied musical materials or project information have been handled.
• Concerns about an agreed consultation fee or an administrative matter.
• 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 what happened and what concerns you is 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 an accurate written record and review the details carefully.

You can contact us through:

• Email: enquiries@sumofpartspublishing.media
• Telephone: +44 7736834414

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.

Please use the subject line “Formal Complaint” where possible.

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 consultation service concerned.
• The date of the relevant enquiry or appointment.
• A clear description of what happened.
• The particular aspect of the service you are unhappy with.
• Any relevant emails, appointment details or supporting information.
• What outcome or resolution you would consider appropriate.

Please do not send unnecessary sensitive personal information or unrelated confidential material. If musical recordings, lyrics, demos or other creative materials are relevant, only provide 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 has been sent to the wrong contact address or does not contain enough information to identify the matter, 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 enquiry and agreed consultation scope.
• Checking relevant appointment records and correspondence.
• Reviewing the information supplied by the customer.
• Clarifying relevant details with the people involved.
• Considering whether the service was provided as agreed.
• Identifying any practical steps that may resolve the concern.

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 matter.
• An acknowledgement that an error or shortcoming occurred.
• An apology where appropriate.
• A reasonable proposal to correct or address the issue.
• A review of an appointment or consultation arrangement.
• A refund or partial refund where justified by the circumstances and applicable terms.
• Steps to improve our communication or service arrangements.

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, 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.