Complaining to the Collective Management Organisation
Before you can use our service you must tell the Collective Management Organisation about your problem, let them know you are unhappy and follow its complaints procedure. It has up to eight weeks to resolve your problem.
Advice when making a complaint
1. Contact the Collective Management Organisation as soon as possible – its contact details will be on its lierature or its website.
2. Think about what you want to say before you make the call. Have the bill, invoice or document in front of you and explain the problem. Write down the name of the person you speak to, the time, the date and take a note of what they say they will do.
3. Hopefully the Collective Management Organisation will be able to resolve the problem at this stage. Listen carefully to what is proposed and decide if you are happy with this. If you are not, stay calm and let the person know that you are not happy.
4. Find out what the Collective Management Organisation complaints procedure is and read it. Follow each stage of the complaints procedure until the problem is resolved.
5. If you need to write to the Collective Management Organisation keep a copy of the letters you send. If you receive any letters from them, keep them along with a record of any other phone calls you make or receive.
6. Don’t stop paying. Ask the Collective Management Organisation to put on hold the disputed part of the bill.
7. Work with the Collective Management Organisation to fix the problem.
8. If you are uncomfortable sorting the matter out for yourself, ask a trusted friend or a family member to help. You can give them your authority to speak to the company for you.
9. If the problem is not sorted out within eight weeks from the date that you first told the company about the problem, or you are unhappy with what the company has done to sort it out, contact us. You can complain using a form on our website or by calling 0330 440 1601. We will ask questions about your problem so keep the notes about the calls you have made and received and the letters you have sent and received handy.
10. Have in mind what you want to happen to fix the problem. Be realistic and understand that it is not the ombudsman's role to punish the organisation.