Welcome visitor you can login or create an account.
Currency   € £ $

Wish List (0)

  • Doctor Who - The Classic Series (5)
  • RMS Titanic (10)
  • Propshop (0)
  • Grahame Flynn Photography (11)
  • Great Battles in British History by Alma Swan (6)
Home » Customer Charter

Customer Charter

Objective
This Customer Service Charter defines the standard of service that customers can expect to receive when dealing with The Collectable Art Company, provides a formalised process for making complaints and also outlines the expectations of The Collectable Art Company staff when providing customer service to the public.

The purpose of our Customer Service Charter is to protect the interests of consumers and maintain confidence in the art industry. We seek to promote our high production standards and the integrity of our limited editions by using The Fine Art Trade Guild Member Printers and in conjunction with BS 7876:1996.

Vision
"The Collectable Art Company is committed to provide the highest standards in fine art reproduction".

Scope and Definitions
The Customer Service Charter applies to all enquiries, requests or complaints to The Collectable Art Company from its customers. Customers are defined as any persons or organisations who have any form of dealings with the company. This definition also includes our staff, volunteers, sessional workers and contractors.

Customer dealings with The Collectable Art Company may take a number of forms and include, but are not limited to;

  • A customer complaint, which is dissatisfaction with a service offered or provided.
  • A customer enquiry, which is an appeal for information – an answer to be provided to a specific question or a decision to be made in relation to a specific matter.

Service Standards

Commitment A: General Principles

The Collectable Art Company will…

  1. Observe the highest standards of integrity in all our transactions.
  2. Protect the interests of our customers.
  3. Avoid the use of false, confusing, inaccurate or misleading terms, descriptions and claims.
  4. Make every effort to reach an amicable and speedy solution in the event of a dispute with a customer.
  5. Maintain adequate insurance protection to suit our business.
  6. Only use printers that are a current member of The Fine Art Trade Guild.
  7. Maintain and enhance the reputation, standing and good name of the Guild and its membership.
  8. Contribute to the advancements of the profession through development and support of Guild standards, the education of fellow members and consumers.
  9. Recognise the authority of the Guild in all matters relating to the interpretation of their code of ethics 

Commitment B: Our Products

  1. We will work closely with the original designers/photographers/licensors to locate the best primary source for artwork or photographs.
  2. We will work with our printers to produce the best possible reproduction of the original works. Any retouching of the original artwork will be undertaken with the consent of the licensor.
  3. Where we produce an information booklet we will take every effort to ensure that the information contained therein is accurate, well researched and a true representation of the interviews undertaken.  We will credit all sources of information, photographs and quotes where possible.
  4. Where a product is signed by an artist or person associated with the design in question all signatures will be genuine and certified.

Commitment B: Print Standards

  1. The Lightfastness of the finished print has results of 6 or more on the Blue Wool Scale in all areas of the print - or its equivalent under empirical test conditions.
  2. Our standard pH for substrate (Paper) of 7-9, amended September 2002 to pH 7-10 (interim position).
  3. Minimum weight of substrate (Paper) of 250gsm.
  4. Our Certificates of Authenticity that accompany the print will carry the following information: title; artists and, where different, licensors name; the year; country of origin; the international copyright symbol and our name. It will clearly state: the substrate, ink type, production method and machine details. In the case of a limited edition print, the maximum number in the edition worldwide, plus specifics relating to variations in size, substrate etc. as may be applicable to some editions (e.g. Giclées) should also be included.
  5. Our prints will not claim to meet The Fine Art Trade Guild Print Standards unless the printer has had a print tested by a UKAS approved laboratory during the previous 12 months, and that they are using an identical print method, materials and equipment to the print that has passed.

Commitment C: Limited Edition Prints

  1. Our Limited Edition size is kept below 1500, including artists' proofs, worldwide. The size of the edition will be clearly marked on the print, the certificate and our advertising.
  2. A Limited Edition Print is based on an agreement between the licensor, usually the artist or artist's estate, as holder of the copyright, and the licensee, usually the publisher. The licensor agrees that no previous reproductions have been made and that neither he nor his heirs will allow an image to be published again. The publisher promises not to exceed the agreed print run, and all matrices and/or origination materials and overs have been or will be destroyed on completion of the print run/edition size.
  3. No part or whole of a print published as Limited Edition should be reproduced in any other form anywhere in the world, except for the sole purpose of promotion, e.g. in a brochure, sales literature or in a book.
  4. Specific documentation with full disclosure should accompany any print described as limited edition. Minimum standards of ink and paper must be met.
  5. The Fine Art Trade Guild logo can now only be printed onto a print or associated with a print that is printed to Guild standards by a member of the Guild.
  6. Guild Approved printers, all of whom are Guild Members, have the right to apply the Guild logo to a fine art print whether or not the client is a Guild member, providing they have an appropriate UKAS approved laboratory report on the same combination of the print carrying the logo during the previous 12 months.

Commitment C: Outstanding Customer Service

  1. We will dispatch our prints to the public as soon as possible.
  2. All our products will be provided with a Certificate of Authenticity and this is a Life Time Guarantee.
  3. We will aim to respond to any complaint within 3 days of first contact.
  4. We will seek to resolve all complaints within 14 days.
  5. We will treat each customer as an individual and politely.
  6. We expect our customers to treat us politely.
  7. We will actively seek feedback from customers, in a confidential manner in order that our customers can highlight our weaknesses as well as our strengths, in order that we can strive to improve.

Commitment E: An exceptional Employer

  1. We will employ the best professionals who embody our values, recognise our commitments and aspire to our vision.
  2. We will ensure that our staff receive the best training, relevant to their functions.
  3. We will ensure that all of our employees are afforded the opportunity to continue their own professional development.
  4. We will recruit bright, enthusiastic who embody our values, understand our commitments and aspire to our vision.
  5. We will actively seek thoughts and suggestions from staff in order that we can highlight weaknesses as well as strengths.
  6. We will have a rigorous and transparent complaints process in order that grievances can be aired and heard in a consistent manner.

Commitment F: Collaboration and Networking

  1. We will seek to forge new links with designers, licensors, printers and museum collections with shared values and commitments as well as building upon existing links.
Continue
Website designed and developed by dtwoCreative Ltd