Code of conduct

CLA introduced its Code of Conduct on 1 November 2012 following consultation with its stakeholders.

The Code sets out details about CLA, its 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 CLA Code of Conduct  

CLA also makes its statutory accounts available for review.

See CLA's most recent accounts

*Financial statements are published on the company’s website in accordance with legislation in the United Kingdom governing the preparation and dissemination of financial statements, which may vary from legislation in other jurisdictions. The maintenance and integrity of the company’s website is the responsibility of the directors. The directors’ responsibility also extends to the ongoing integrity of the financial statements contained therein. 

 


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

 


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