Our Code of Conduct was introduced following consultation with our stakeholders and sets out details about our organisation, licences and fees and the standards of behaviour and service we aim to achieve in our dealings with customers and other copyright users. In particular it details key service standards and sets out a written complaints procedure for the first time. Although written to apply specifically to CLA, the Code aligns with, and incorporates guidelines published by the British Copyright Council in its document Principles of Codes of Conduct for Collective Management Organisations. The Code demonstrates commitment to best practice in customer service and internal governance. Read the full Code of Conduct. If you wish to make a complaint the procedure is: All complaints must be made in writing (sent by post or as an electronic attachment to an email) and must provide: •   your name and address (if an individual); •   the name and address of your organisation making the complaint and your position within the complainant organisation. You must indicate the nature of your complaint and address it to: Complaints The Copyright Licensing Agency Ltd Third Floor, 6 Hays Lane, London, SE1 2HB For letters sent as an electronic attachment please send it to: complaints@cla.co.uk
