Complaints Policy
1. Complaints Policy - Introduction
Artist Republic is committed to providing ahigh standard of service in all areas of our business. However, we recognise that there may be occasions when clients or project stakeholders feel dissatisfied. This Complaints Policy sets out the procedures for raising concerns and the steps we will take to address complaints fairly, effectively, and in compliance with UK law and Consumer guidance.
This policy applies to complaints regarding:
• Our service – including booking processes, customer support, and payment processing issues.
• A artist that we represent – including performance quality, conduct, and professionalism.
Definition of Artists
For the purposes of this policy, an ‘artist’ refers to any musical act, theatre show, touring production, group, or individual musician that Artist Republic represents for the purpose of providing live music performances. It is important to clarify that:
• Artist Republic does not employ the artists nor does it enter into contractual arrangements with consumers on behalf of the artists.
• Performance contracts are entered into directly between the artist and the consumer. The legal relationship exists solely between those two parties.
• Artist Republic acts only as a management and administrative partner, facilitating bookings, handling customer service inquiries, and ensuring smooth coordination between consumers and artists.
It is important to note that Artist Republic is not a party to any performance contract. Our role is advisory and administrative; we do not hold legal responsibility for the performance of the artist under contract terms agreed directly with the consumer.
2. How to Make a Complaint
Complaints should be submitted via one of the following methods:
• By email: info@artistrepublic.co.uk - Please use ‘Complaint’ as the subject line of the email.
• By post: Complaints, Artist Republic, Park Place, Robey Close, Linby, Nottingham, NG15 8AA
To facilitate a swift resolution, please provide:
• Your full name and contact details.
• A detailed account of your complaint, including key dates, locations, and relevant persons involved.
• Supporting evidence, such as emails, contracts, or recordings (if applicable).
• What resolution you are seeking – this will help us understand your expectations and work towards a fair and satisfactory outcome.
3. Complaints Handling Procedure
Our complaints procedure operates on a tiered escalation system, ensuring that concerns are addressed efficiently at the appropriate level. Artist Republic reserves the right to reject complaints that are vexatious, abusive, or lack sufficient grounds for further investigation. If a complaint is deemed unreasonable, we will provide a written explanation outlining our decision.
3.1 Complaints About Our Service
If your complaint concerns an issue with our service (e.g., incorrect information provided, booking communication issues, or administrative errors), it will be handled as follows:
Stage 1: Customer Service Representative Review
• Your complaint will be acknowledged within five(5) business days.
• A trained Customer Service Representative (CSR)will be assigned to investigate.
• The CSR will review the issue, consult relevant records, and seek a resolution.
• A proposed resolution will be provided within fourteen (14) business days.
• If additional time is required, we will notify you with a revised timeline.
Stage 2: Escalation to Senior Representative
• If you are dissatisfied with the CSR’s resolution, you may request escalation.
• A Senior Customer Service Representative will reassess the complaint and proposed resolution.
• A final response will be issued within fourteen(14) business days.
Stage 3: Review by Company Director
• If the matter remains unresolved, you may escalate your complaint to a Company Director.
• The Director will conduct a final review and issue a formal decision within fourteen (14) business days.
At the conclusion of Stage 3, we will provide a Final Response Letter outlining our position and any further options available.
3.2 Complaints About a Artist That We Represent
If your complaint relates to a artist’s performance, professionalism, or adherence to contractual obligations, the process differs due to the artist's independent status.
Important Legal Distinction
• Artist Republic is not a contractual party to performance agreements between consumers and artists.
• The artist is solely responsible for fulfilling its contractual obligations to the consumer.
• In the context of complaints, Artist Republic acts only as a mediator to facilitate discussions and potential resolutions but cannot enforce any contractual obligations.
Stage 1: Mediation by Artist Republic
• Your complaint will be acknowledged within five(5) business days.
• A Customer Service Representative will collect relevant details and evidence.
• We will contact the artist and request their response within fourteen (14) business days.
• You will be asked what resolution you are seeking. While Artist Republic cannot enforce specific outcomes, we will work to facilitate a fair discussion.
Stage 2: Recommendation of Resolution
• Based on the findings, we will propose, to both parties, a recommended resolution.
• This may include a refund, compensation, an apology, or other remedial action.
• Artists are not contractually obligated to accept Artist Republic’s recommended resolution.
• We will, however, use all reasonable efforts to reach an outcome satisfactory to both parties.
Stage 3: Final Mediation Attempt
• If the artist does not agree to our recommended resolution and the matter remains unresolved, we will attempt one final mediation.
• If mediation fails, we will inform both parties that we are unable to enforce a specific resolution. At this stage, Artist Republic will provide a final written summary of the complaint and its recommended resolution to both parties. If no agreement is reached, Artist Republic will advise the complainant on next steps, including potential legal or ADR routes.
3.3 Role of the Musicians’ Union (MU)
Artists that are members of the Musicians’ Union(MU) may choose to escalate disputes through their union representation. The MU can provide:
• Legal advice on contractual disputes.
• Representation in dispute resolution between artists and consumers.
• Guidance on consumer rights and artist obligations under UK law.
If a artist is a member of the MU and elects to involve the union in a dispute, Artist Republic will cooperate with the MU as a neutral mediator where appropriate.
4. Alternative Dispute Resolution (ADR)
If, after exhausting our internal complaints process, you remain dissatisfied, you may seek independent resolution through an Alternative Dispute Resolution (ADR) provider.
Additionally, you may contact:
• The Competition & Markets Authority (CMA)
• Citizens Advice Consumer Service
• Trading Standards
We are willing to engage with an accredited ADR scheme to resolve disputes where appropriate.
5. Consumer Rights
This Complaints Policy does not affect your statutory rights under UK law, including but not limited to:
• Consumer Rights Act 2015 (right to receive services with reasonable care and skill)
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Consumer Protection from Unfair Trading Regulations 2008
If you believe your consumer rights have been infringed, you may seek independent legal advice.
6. Policy Review
This policy is reviewed annually to ensure compliance with UK regulations and best practices in dispute resolution.
Date of Last Review: [04.05.2025]
Next Scheduled Review: [04.05.2026]
