Complaints Policy

1. About this policy

Songs Aloud wants every customer to receive a thoughtful, professional and reliable service.

We recognise that occasionally something may go wrong or a customer may feel that we have not met an agreed standard. This policy explains:

• What we treat as a complaint;
• How to make a complaint;
• What information to provide;
• How we investigate;
• When you can expect a response;
• What remedies may be available;
• How to request a further review; and
• What other routes may be available if we cannot resolve the matter.

Songs Aloud is a service supplied by Business Software Group Limited, a company registered in England and Wales under company number 02926171. Our registered office is: Business Software Group Limited, Nine Hills Road, Cambridge, England, CB2 1GE.

Complaints should be sent to support@songsaloud.com.

There is no charge for making a complaint.

2. What is a complaint?

A complaint is an expression of dissatisfaction about Songs Aloud, its staff, contractors, website, service or handling of a commission where you would like us to investigate or provide a response.

A complaint may concern:

• Customer service;
• Delay;
• Communication;
• An incorrect or missing deliverable;
• A failure to follow the accepted creative brief;
• Technical quality;
• Billing or payment;
• Cancellation or refund handling;
• Privacy or use of personal information;
• Accessibility;
• Copyright or usage rights;
• Staff or contractor conduct;
• Website functionality; or
• Another aspect of the Songs Aloud service.

You do not need to use the word “complaint” or quote any law. We will consider the substance of what you tell us.

3. Matters handled through another process

Some requests may be dealt with more effectively through another Songs Aloud process.

Ordinary revision requests

A request to make an included lyrical, factual or production change is normally handled through the revision process described in your package and our Terms and Conditions.

A revision request may become a complaint where, for example:

• We have not provided the agreed revision;
• We have unreasonably refused to correct a factual error;
• The delivered work materially differs from the accepted brief; or
• You are dissatisfied with how the revision process was handled.

Cancellation requests

A request to cancel an order should be made in accordance with our Terms and Conditions. Where you are dissatisfied with how a cancellation or refund has been handled, you may use this complaints procedure.

Data-protection rights requests

A request to access, correct, erase or restrict the use of personal information will be handled under our Privacy Policy. A complaint about how we collect, use, protect or respond to a request involving personal information may also be submitted under this policy.

Copyright and usage requests

Requests for an additional licence, commercial usage or clarification of permitted use should normally be sent to sales@songsaloud.com.

Reports of suspected infringement, unauthorised use or an incorrect platform claim should be sent to support@songsaloud.com.

Accessibility requests

A request for information in another format or for a reasonable adjustment may be made under our Accessibility Statement. You may use this complaints policy if you are dissatisfied with our response to an accessibility request.

We will redirect your enquiry internally where another process is more appropriate. You should not need to resubmit the same information unnecessarily.

4. Who may complain?

A complaint may be made by:

• A customer;
• A prospective customer;
• The intended recipient of a commissioned song;
• A person mentioned or identifiable in a commission;
• An authorised representative;
• A business customer;
• A supplier or referral partner; or
• Another person directly affected by our service.

Where someone complains on behalf of another person, we may request evidence that they are authorised to act.

We may communicate directly with the affected person where necessary to protect their rights or clarify their wishes.

5. How to make a complaint

The preferred method is email to support@songsaloud.com, using the subject line: Complaint – [your order number or brief description].

You may also write to: Complaints, Songs Aloud, Business Software Group Limited, Nine Hills Road, Cambridge, England, CB2 1GE.

If a disability or accessibility need makes written communication difficult, contact support and we will consider an appropriate alternative.

6. Information to include

Please provide as much of the following as reasonably possible:

• Your full name;
• Your email address;
• Your telephone number, if you would like us to call;
• Your order number;
• The song or service concerned;
• What happened;
• When it happened;
• The people involved;
• Why you are dissatisfied;
• Any relevant messages, files, screenshots or payment information;
• Steps already taken to resolve the issue; and
• The outcome you are seeking.

You do not need to provide information that is irrelevant or disproportionately sensitive.

A lack of supporting evidence will not prevent you from complaining, although it may affect what we are able to establish.

7. Time limit for making a complaint

Please complain as soon as reasonably possible after the problem arises. Prompt notification allows us to locate relevant records, preserve production files and communications, speak to the people involved, prevent further problems and offer a practical remedy.

We will ordinarily investigate complaints submitted within 12 months of the event concerned or the date on which you reasonably became aware of it.

We may consider an older complaint where:

• There is a good reason for the delay;
• Relevant evidence remains available;
• The matter is serious;
• The complaint concerns continuing conduct; or
• It is otherwise fair and practical to investigate.

This internal time limit does not remove any statutory right or legal limitation period available to you.

8. Stage One: initial investigation

Most complaints will begin at Stage One.

Acknowledgement

We aim to acknowledge an ordinary complaint within five working days. The acknowledgement should normally:

• Confirm that we have received the complaint;
• Provide a complaint reference;
• Summarise our understanding of the issue;
• Identify any further information required;
• Explain who will investigate; and
• State when we expect to respond.

Where the complaint concerns personal information, the statutory data-protection complaints requirements described in section 14 will also apply.

Investigation

The investigator may review the order and accepted brief, examine questionnaire answers, review emails and customer-portal messages, listen to previews and final files, examine lyric and production versions, review payment and delivery records, speak to staff or contractors, consider the package description and legal terms, ask you reasonable follow-up questions, and seek specialist technical or legal advice.

We will investigate fairly and will not assume that either the customer or Songs Aloud is correct before reviewing the available information.

Stage One response

We aim to provide a substantive written response within 20 working days of receiving the complaint.

Where we cannot respond within 20 working days, we will explain why more time is required, what remains under investigation, whether we need anything further from you, and when we expect to provide the response.

Complex matters may take longer, particularly where they involve several contributors, third-party platforms, copyright, personal information, fraud or impersonation, technical investigation, external advisers, or a substantial history of communications.

We will keep you reasonably informed of material progress.

9. What the response will include

Our written response should explain:

• The complaint investigated;
• The evidence or information considered;
• Our findings;
• Whether the complaint is upheld, partially upheld or not upheld;
• The reasons for the decision;
• Any remedy or corrective action;
• Any service improvement identified;
• What we require from you, if applicable; and
• How to request a Stage Two review.

We may need to withhold confidential information about another customer, employee, contractor, production provider or security process.

Where information is withheld, we will still aim to explain our decision sufficiently clearly.

10. Possible outcomes

The appropriate outcome will depend on the complaint, the package purchased, work already performed and applicable legal rights. Possible outcomes include:

• An explanation;
• An apology;
• Correction of information;
• Replacement of a defective file;
• Reperformance of part of the service;
• A reasonable lyrical or production correction;
• An additional revision;
• Completion of an omitted deliverable;
• Extension of a deadline or access period;
• Restoration of a download;
• A price reduction;
• A full or partial refund;
• A credit towards another service;
• Removal of material from our portfolio;
• Correction of a licence or invoice;
• A change to our procedures;
• Staff guidance or training;
• Referral to a production or payment provider;
• No further action, with reasons; or
• Another remedy required by law.

A creative preference for a different melody, voice, genre or arrangement will not automatically mean that the service was defective where the delivered work reasonably follows the agreed brief.

However, we will consider the overall quality of the service, how the brief was interpreted and whether reasonable care and skill were exercised.

11. Complaints about a finished song

When assessing a complaint about a song, we may consider the package purchased, the information available when production began, the accepted musical direction, the intended mood and message, required and prohibited content, name and place pronunciations, the first preview, feedback supplied, revisions requested, versions approved, whether new instructions were introduced later, and whether the delivered files are technically usable.

We distinguish between:

Factual or technical problems

Examples include a misspelt name, an incorrect date, a materially incorrect relationship, an omitted agreed file, corrupted audio, a download that does not work, or failure to apply an agreed correction.

These will normally be corrected where reasonably possible.

Creative dissatisfaction

Examples include preferring a different tune, another voice, a different tempo, a different genre, more or less humour, alternative wording, or a substantially different emotional interpretation.

We will assess whether the song reasonably followed the accepted brief and whether the requested change falls within the package’s revision allowance.

A request for an entirely new creative direction may require an additional fee, but we will consider whether any failure by Songs Aloud contributed to the need for the change.

12. Stage Two: review

If you remain dissatisfied after the Stage One response, you may request a Stage Two review.

Please reply within 20 working days of the Stage One response and explain:

• Why you disagree with the outcome;
• Any part of the complaint that was not addressed;
• Any factual error in the response;
• Any relevant evidence not previously considered; and
• The outcome you now seek.

A Stage Two review will, where reasonably possible, be conducted by someone who was not principally responsible for the original decision or work complained about.

The reviewer will consider whether the complaint was properly understood, whether the investigation was fair and proportionate, whether relevant evidence was considered, whether the Terms, package and policies were applied correctly, whether the outcome was reasonable, and whether a different remedy is appropriate.

We aim to provide the Stage Two decision within 20 working days. Where additional time is needed, we will explain the reason and provide an updated expected response date.

The Stage Two response is normally our final internal response.

13. Behaviour during the complaints process

We will treat complainants respectfully and expect the same treatment for our staff and contractors.

A complainant may be upset, frustrated or strongly critical. This will not by itself affect whether we investigate.

However, we may restrict the method or frequency of communication where behaviour becomes:

• Threatening;
• Abusive;
• Discriminatory;
• Harassing;
• Knowingly false;
• Excessively repetitive;
• Unreasonably demanding;
• Intended to disrupt the service; or
• Disproportionate to the issue being considered.

Before restricting communication, we will normally explain the behaviour causing concern, what needs to change, how communication will be managed, and how genuine new evidence or concerns may still be raised.

We will not refuse to consider a genuine complaint merely because it is inconvenient or critical.

Threats of immediate harm or suspected criminal conduct may be reported to the appropriate authorities.

14. Data-protection complaints

A complaint about personal information may include concerns about collection of information, use of customer or recipient information, AI-assisted processing, sharing with a provider, security, international transfers, retention, marketing, portfolio publication, a data-protection rights request, or a suspected personal-data breach.

Data-protection complaints should be sent to support@songsaloud.com using the subject line: Data protection complaint.

For data-protection complaints, we will:

• Provide a clear route for making the complaint;
• Acknowledge receipt within 30 days;
• Take appropriate steps to investigate without undue delay;
• Keep you informed of relevant progress; and
• Tell you the outcome without unjustifiable or excessive delay.

We may ask for information reasonably necessary to verify identity, locate relevant records, understand the complaint, or confirm that a representative has authority to act.

You may complain to the Information Commissioner’s Office if you are dissatisfied with our handling of personal information.

You do not have to contact Songs Aloud before exercising any legal right to approach the Information Commissioner, although allowing us to investigate may enable the matter to be resolved more quickly.

15. Accessibility complaints

An accessibility complaint may concern keyboard navigation, screen-reader compatibility, colour contrast, forms, audio controls, missing lyrics or transcripts, inaccessible documents, third-party payment or media interfaces, a reasonable-adjustment request, or our response to an accessibility report.

Send accessibility complaints to support@songsaloud.com using the subject line: Accessibility complaint.

Please tell us what you were trying to do, the barrier encountered and the adjustment or outcome that would help.

You do not need to disclose a diagnosis.

We will consider whether an accessible alternative or reasonable adjustment can be provided while the underlying issue is investigated.

16. Copyright and usage complaints

Copyright or usage complaints may include suspected copying, unauthorised publication, incorrect attribution, impersonation, unauthorised commercial use, an incorrect Content ID or platform claim, use of customer material without permission, or disagreement about the scope of a licence.

Send these complaints to support@songsaloud.com. Please include:

• The song title;
• Order number, where applicable;
• Relevant links;
• Screenshots or notices;
• The identity of the claimant or publisher;
• The use you believe is unauthorised; and
• The rights or permission on which you rely.

We may temporarily restrict publication or access while a credible rights complaint is investigated.

17. Payment disputes and chargebacks

Please contact us before initiating a payment chargeback where possible.

A chargeback can delay investigation and may prevent us from offering a practical remedy through the normal complaints process.

Contacting us does not remove any right you may have to approach your card issuer, payment provider or bank.

Where a chargeback is opened, we may provide the payment provider with relevant information such as:

• Order confirmation;
• Accepted terms;
• Service records;
• Customer communications;
• Delivery evidence;
• Preview and approval history; and
• Refund or cancellation records.

We will disclose only the information reasonably necessary to respond to the dispute.

18. Confidentiality and records

We treat complaint information confidentially and limit access to people who reasonably need it to investigate, obtain advice, decide the outcome, implement a remedy, defend legal rights, meet regulatory duties or improve our service.

We maintain records of complaints, decisions and actions so that we can monitor recurring problems, check response times, identify training or system improvements, demonstrate compliance, handle repeat or related complaints, and establish or defend legal rights.

Complaint records are handled in accordance with our Privacy Policy. We may anonymise complaint information for internal quality analysis.

19. Complaints involving staff or contractors

Where a complaint concerns an individual member of staff or contractor:

• The complaint will be handled as confidentially as reasonably possible;
• The individual may be told sufficient information to respond;
• Employment or contractor matters may be handled separately;
• We may not be able to disclose confidential disciplinary information; and
• We will still explain the customer-facing outcome as clearly as possible.

20. Complaints involving several customers or contributors

A commission may involve several family members, colleagues or contributors with differing views.

The purchaser remains our principal contractual contact unless another arrangement has been agreed.

We may ask contributors to nominate one representative, consolidate their concerns, clarify who has authority to approve changes, or separate personal-information concerns from creative preferences.

We will not disclose one person’s confidential information to another without an appropriate basis.

21. Anonymous complaints

We will consider an anonymous complaint where sufficient information is available to identify and investigate the issue.

However, anonymity may prevent us from locating the relevant order, verifying events, asking follow-up questions, providing a personal remedy, or reporting the outcome.

We encourage complainants to provide a confidential means of contact where possible.

22. External advice and escalation

Songs Aloud is not currently subject to a dedicated compulsory industry ombudsman scheme for personalised-song services.

If our final response does not resolve the matter, a personal customer may consider:

• Obtaining independent consumer advice;
• Contacting their payment provider where relevant;
• Using an available mediation or alternative dispute-resolution service where both parties agree;
• Contacting the Information Commissioner’s Office about personal-information issues;
• Seeking legal advice; or
• Exercising applicable rights through the courts.

Nothing in this policy limits statutory consumer rights or prevents you from seeking an available legal remedy.

If Songs Aloud becomes a member of an applicable alternative dispute-resolution scheme, this policy will be updated with the provider’s details.

23. Learning from complaints

Complaints help us identify ways to improve Songs Aloud.

We may use suitably anonymised complaint information to review website wording, creative questionnaires, production quality, delivery estimates, revision rules, pricing descriptions, customer communication, accessibility, privacy controls, supplier performance, staff training, and legal or licensing information.

We will not use a private customer story as a public case study without separate permission.

24. No disadvantage for complaining

Making a genuine complaint will not result in:

• Reduced service;
• Retaliation;
• Unfair refusal of future service;
• Withdrawal of a legal right; or
• Publication of the complaint.

We may decline future work for legitimate reasons, including serious abuse, unresolved non-payment, unlawful requests or an irretrievable breakdown in the working relationship.

25. Changes to this policy

We may update this policy to reflect changes to our service, operational experience, changes in law, regulatory guidance, new complaint routes, or improvements to our procedures.

The current version will be published on this page with its effective date.

The policy applying when a complaint is made will normally be the version published at that time, subject to any mandatory legal requirement.

26. Contact details

Songs Aloud, Business Software Group Limited, Nine Hills Road, Cambridge, England, CB2 1GE.

Sales and commercial enquiries: sales@songsaloud.com

Customer support, complaints, privacy, accessibility and copyright concerns: support@songsaloud.com