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We introduced our Code of Conduct on 1 November 2012 following consultation with our stakeholders.

Our Code of Conduct sets out details about our organisation, licences and licence fees and the standards of behaviour and service we aim to achieve in our dealings with licensees 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 committment 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
Barnard's Inn
86 Fetter Lane
London EC4A 1EN

For letters sent as an electronic attachment please send it to: complaints@cla.co.uk

We belong to the Ombudsman Services scheme for Copyright Licensing, which is an independent dispute resolution service.  If we are unable to resolve your complaint, Ombudsman Services may be able to help. For more information visit www.ombudsman-services.org