The Copyright (Regulation of Relevant Licensing Bodies) Regulations 2014

Resolution of complaints and disputes

8.  The complaints procedure shall—

(a) define the categories of complaints and explain how each will be dealt with;

(b) ensure information on how to make complaints is readily accessible to members, licensees and potential licensees;

(c) provide reasonable assistance to a complainant when forming and lodging a complaint;

(d) specify who will handle a complaint on behalf of the relevant licensing body;

(e) indicate the timeframe for the handling of a complaint;

(f) provide that the relevant licensing body must give a written response to each complaint made in writing;

(g) provide that the relevant licensing body must give a written decision where appropriate for each complaint and give reasons for that decision;

(h) ensure that the relevant licensing body makes adequate resources available for the purpose of responding to complaints; and

(i) provide that the relevant licensing body must regularly review its complaint handling procedure and dispute resolution procedures to ensure they comply with the specified criteria.