Complaints Policy and Procedure

At Sonic Artistes, we are committed to providing the highest standards of service. We value feedback from our clients, artists, and partners, as it helps us improve our services. This document outlines our policy and procedure for handling complaints to ensure they are dealt with promptly, fairly, and effectively.

This policy applies to:

• Clients: Individuals or organisations using our services.
• Artists: Artists represented by Sonic Artistes.
• Partners: Other organisations and stakeholders involved with Sonic Artistes.

We are committed to:

• Handling complaints in a timely and confidential manner.
• Providing a transparent and accessible process.
• Ensuring no complainant faces adverse treatment as a result of making a complaint.

• Complaint: Any expression of dissatisfaction about the service provided by Sonic Artistes.
• Complainant: The person or organisation making the complaint.

5.1 Informal Resolution

• Initial Contact: The complainant should first attempt to resolve the issue informally by contacting the relevant staff member or department.
• Resolution Timeframe: We aim to resolve informal complaints within 5 working days.

If the issue cannot be resolved informally, the complainant should submit a formal complaint.

5.2.1 Submission of Complaint

How to Submit: Complaints can be submitted via email, post, or in person. Use the form available on our website or request one from our office.

Information Required:

• Complainant's name and contact details.
• Details of the complaint, including relevant dates and persons involved.
• Any supporting documents.

5.2.2 Acknowledgment

Upon receipt, we will acknowledge the complaint within 72 hours. The complainant will be informed of the expected timeframe for a full response, which should not exceed 10 working days from acknowledgment.

5.2.3 Investigation

• Assignment: The complaint will be assigned to a relevant manager who is not involved in the issue.
• Process: The manager will investigate the complaint, which may involve interviewing relevant parties and reviewing documents.

5.2.4 Resolution and Response

• Outcome: The complainant will receive a written response detailing the outcome of the investigation, any actions taken, and the reasons for the decision.
• Further Steps: If the complainant is unsatisfied with the response, they can escalate the complaint to the senior management team.

• Final Review: A senior manager or director will review the complaint and the previous handling. A final decision will be provided within 15 working days.
• External Review: If the complainant remains dissatisfied, they may seek an independent review by an external body or mediator.

All complaints will be handled confidentially, with information only shared with those directly involved in the investigation and resolution process.

• Regular Reviews: This policy will be reviewed annually to ensure its effectiveness.
• Feedback: We welcome feedback on the complaints procedure to help improve our processes.