Effective Date: 01 08 2026
Mirat is committed to providing fair, transparent and professional services. If you are dissatisfied with any aspect of our services, you have the right to make a complaint. This Policy explains how Mirat handles complaints and seeks to resolve disputes fairly, promptly and transparently. Where a complaint relates primarily to the actions or decisions of a third-party organisation, Mirat will provide reasonable assistance where appropriate but cannot overturn or control decisions made by those organisations.
1. Scope:
This Policy applies to complaints relating to:
- membership applications;
- rights administration;
- work registrations;
- royalty statements;
- royalty payments;
- copyright ownership disputes;
- member services;
- website services;
- staff conduct;
- data protection concerns;
- membership decisions;
- administration fees;
- website accessibility;
- data protection;
- privacy concerns
2. How to Make a Complaint
Complaints should be submitted in writing by email to: complaints@mirat.co.uk
Please include:
- your full name;
- your Mirat Member ID (if applicable);
- a clear description of the complaint;
- relevant dates;
- supporting documents where available;
- the outcome you are seeking.
Where possible, complaints should be submitted within six months of the matter giving rise to the complaint.
3. Complaint Process
Mirat will acknowledge receipt of your complaint within five working days.
We aim to investigate and respond within twenty working days.
If additional time is required, we will explain why and provide an updated timescale. We may contact you if we require further information to investigate your complaint. Delays in receiving requested information may affect the time needed to complete our investigation.
4. Appeals
If you are dissatisfied with the outcome of your complaint, you may request an internal review within thirty days of receiving our decision. Whenever reasonably possible, the review will be carried out by a member of staff who was not involved in the original decision. Following an internal review, Mirat’s decision will normally be final unless new evidence becomes available or applicable law requires further review.
5. Copyright Ownership Disputes
Where ownership of a work is disputed, Mirat may temporarily suspend registration or royalty payments until satisfactory evidence has been provided or the dispute has been resolved. Mirat does not determine ownership where legal proceedings are ongoing or where ownership cannot reasonably be established. During the dispute, any affected royalties may be held until ownership has been resolved.
6. Alternative Dispute Resolution
Where appropriate, Mirat may invite the parties to resolve disputes through negotiation, mediation or another appropriate form of alternative dispute resolution before legal proceedings are commenced. Participation in alternative dispute resolution is voluntary unless otherwise agreed by the parties or required by law.
7. Your Legal Rights
Nothing in this Policy limits your legal rights or your right to seek independent legal advice. Where your complaint relates to data protection, you also have the right to complain to the UK Information Commissioner’s Office (ICO).
8. Governing Law
This Policy is governed by the laws of England and Wales. Any dispute that cannot be resolved through Mirat’s complaints process shall be subject to the exclusive jurisdiction of the courts of England and Wales.
9. Contact
Mirat Cultural Rights Limited
Website: www.mirat.co.uk
General enquiries: info@mirat.co.uk
Privacy matters: privacy@mirat.co.uk
Complaints: complaints@mirat.co.uk
Complaints relating to either www.mirat.co.uk or www.mirat.krd may be submitted using the contact details in this Policy.