Complaints
Effective Date: 20/12/2025
Last Updated: 20/12/2025
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1. OUR COMMITMENT
Boss Cartier Agency LTD (“Boss Cartier Agency”, “we”, “us”, or “our”) is committed to providing a professional, transparent, and fair service.
We take complaints seriously and aim to resolve them promptly, fairly, and in a constructive manner.
2. WHO CAN MAKE A COMPLAINT
This complaints procedure applies to:
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Creators represented by Boss Cartier Agency
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Creator Applicants
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Recruiters and Contractors
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Business Partners
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Website users
Complaints relating to third party platforms (e.g., TikTok) must be raised directly with the relevant platform.
3. WHAT CAN BE COMPLAINED ABOUT
You may raise a complaint regarding:
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Our services or conduct
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Communication issues
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Administrative errors
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Payments or commission queries
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Data Protection concerns
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Behaviour of individuals representing the agency
This procedure does not cover:
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Platform decisions made by third parties
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Matters already subject to legal proceedings
4. HOW TO SUBMIT A COMPLAINT
All complaints must be submitted in writing.
Please email:
complaints@bosscartieragency.co.uk
Include:
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Your full name
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Your relationship with Boss Cartier Agency
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A clear description of the issue
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Any relevant dates, evidence, or reference number
Anonymous complaints may be reviewed at our discretion but may limit our ability to respond.
5. COMPLAINT HANDLING PROCESS
Step 1: Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
Step 2: Review & Investigation
Your complaint will be reviewed by an appropriate member of the management team. We may request additional information where necessary.
Step 3: Response
We aim to provide a written response within 14-28 days, depending on the complexity of the matter.
If additional time is required, we will inform you.
6. OUTCOME & RESOLUTION
Following our review, we may:
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Provide an explanation or clarification
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Offer a corrective action
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Take internal disciplinary action where appropriate
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Reject the complaint with reasons
Our decision will be communicated in writing.
7. ESCALATION
If you are not satisfied with the outcome, you may request an internal review by responding to our decision within 14 days.
Where applicable, you may also have the right to escalate the matter to:
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The Information Commissioner’s Officer (for data protection matters)
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A relevant regulator or authority
8. NO RETALIATION
Boss Cartier Agency does not tolerate retaliation against any individual who raises a complaint in good faith.
9. CONFIDENTIALITY
All complaints are handled confidentially and in accordance with our Privacy Policy.
10. ABUSIVE OR VEXATIOUS COMPLAINTS
We reserve the right to restrict or cease engagement where complaints are abusive, repetitive, or made in bad faith.
11. REVIEW OF THIS PROCEDURE
This Complaints Procedure is reviewed periodically and may be updated as required.
12. CONTACT DETAILS
For complaints and concerns,
complaints@bosscartieragency.co.uk
For Data Protection matters: