Directors UK Limited operates a complaints procedure and if we are unable to resolve a complaint to your satisfaction, the procedure also provides for an independent review of your complaint.
If you are not satisfied with the service you have received from us, we want to hear from you. Please follow the complaints procedure set out below, which is also available on our website.
Membership Complaints Procedure
Internal Procedure – escalation process
We aim to rectify errors and resolve confusion as soon as possible. If you think there has been an error or we have dealt with things incorrectly please contact us by post or email. Address your communication to email@example.com or write to the Complaints Officer at Directors UK Limited, 22 Stukeley Street, London, WC2B 5LR.
We take all complaints very seriously; if you are dissatisfied with the service you have received from us, or with the response we give to any enquiry from you, you should follow our complaints procedure. The procedure should be used if you believe that Directors UK:
- has not complied with its stated service standards
- has not applied any of its stated policies
- has not applied a provision of the Code of Practice and/or our Complaints Procedure
- has not followed due process in setting a policy and this has adversely affected the administration of your rights
- has not complied with a provision of your membership agreement
We will acknowledge your complaint on receipt. We will investigate and send you a full written response within ten working days of receiving your complaint.
If you remain dissatisfied with our response to your complaint, you should write to the Chief Executive at the same address stating your reasons. The Chief Executive will write to you within ten working days of receiving your reasons, and will:
- Confirm or vary the earlier decision
- Advise you of any further actions being taken regarding your complaint and the associated timescales
In the event that you are still dissatisfied with our response to your complaint, you can refer the matter to either our Distribution Committee - in the event that a complaint is regarding our distribution scheme - or to our Board of Directors for any other matter. They will investigate the matter further, and respond to you within thirty working days of receiving your complaint. Contact details are as follows:
Please email firstname.lastname@example.org or write to the Complaints Officer at Directors UK Limited, 22 Stukeley Street, London, WC2B 5LR.
Independent Complaints Review service
Directors UK belongs to the Ombudsmen Services scheme for Copyright Licensing which is a free independent dispute resolution service. This service covers complaints about the service Directors UK has provided, for example, customer service, quality or accuracy of the information provided to you or an incorrect charge or other error in dealing with your Directors UK membership.
For more information visit www.ombudsman-services.org
This service does not cover complaints relating to Directors UK’s constitution, rules or policies, or its membership terms. The service is also unable to deal with complaints regarding legal issues or commercial disputes.
Disputes between members
In the case of any dispute between yourself and any other member of Directors UK, we will endeavour to maintain an impartial position and provide assistance if necessary for the satisfactory settlement of the dispute.
In cases where two or more directors are listed as having directed a work, payment due for that work is divided equally between the directors concerned unless an individual director is able to supply written documentation confirming that they were engaged as the principal director. Identification of a principal director is provided in our rules of distribution.
Where no director is listed in information supplied by producers and where Directors UK is unsuccessful in identifying the director, no payment will be due for the work unless a member is able to supply written documentation confirming that they were engaged as principal director of the work.
During a dispute Directors UK shall be entitled to suspend any payment of any fees due to yourself or the Member and no payments will be issued until the directors concerned have resolved the dispute and advised Directors UK in writing how payments should be divided.
Any matter raised by a member of Directors UK concerning the Distribution Scheme will be referred by the Board of Directors UK to the Distribution Committee for comment and recommendation. If the matter cannot be resolved with the member concerned it will be referred to the Appeals Board. Any decision reached by the Appeals Board will be final.
In the case of a dispute existing between two members of Directors UK they will, in the first instance, be advised to attempt to resolve the matter amicably themselves. The matter will only be referred to the Distribution Committee when it can be shown that this attempt at reconciliation has taken place and failed.