Complaints
We deal with vast amounts of rights ownership and music usage data each day, on systems that are upgraded continually to meet the demands of a changing operating environment. Sometimes things go wrong. When they do, we strive to put them right as quickly as possible.
Code of Conduct
Our Code of Conduct sets out the service standards that our members and licensees can expect from us.
We have teams on hand to answer member or licensee queries and resolve issues before they become a problem.
In the event of a problem, if a member or licensee feels that we have not acted in their best interests, they can complain formally through our complaints procedure. Please visit page 18 (if you are a member) or 36 (if you are a licensee) of our Code of Conduct to find out how to do this.
- Members with a specific complaint or query can contact us directly
- Complain about broadcast, online or physical products
- If you’re complaining about music in the workplace or at a live event please contact PPL PRS Ltd who handle public performance licensing.
If we fail to resolve or deal with a complaint to a member or music user’s satisfaction, the member or user can refer the unresolved complaint to Dispute Resolution Ombudsman Limited, who provide an independent, free of charge, complaint investigation service. Please visit page 19 (if you are a member) or 37 (if you are a licensee) of our Code of Conduct to find out more about this and the types of complaint the Ombudsman has jurisdiction to investigate.
If we can’t resolve a complaint ourselves, the member or licensee can take their complaint to Dispute Resolution Ombudsman Limited, who provide independent oversight of our dispute resolution service.
Complaints to the UK Government/Intellectual Property Office
As a collective management organisation, PRS is required to carry out its membership and licensing activities in accordance with the Collective Management of Copyright (EU Directive) Regulations 2016 (“the 2016 Regulations”). The Intellectual Property Office (“IPO”) is responsible for monitoring compliance with the 2016 Regulations.
PRS takes its obligations under the 2016 Regulations seriously and has put in place systems and policies to ensure that it complies with the legislation. If you are concerned that PRS may be in breach of the 2016 Regulations, you can raise these directly with the IPO at collectiverights@ipo.gov.uk, However, the IPO is unlikely to investigate your complaint unless you have first raised it with us and given us an opportunity to address your concerns. Please see the sections above for details on our complaints process.
