I have a licensing complaint
Licensees and prospective licensees should follow our procedure to submit a complaint. It should be used if you believe:
- We have failed to follow our own procedures, including any undertakings to licensees detailed in our code of conduct relating to licensees (“the Licensee Code”)
- We have charged you incorrectly
- We have been discourteous or unprofessional
- We have unreasonably delayed or failed to take action in our dealings with you
- We have given you wrong or misleading information
If the complaint is about the terms and conditions of our licences, or about any other matter not mentioned above, we will endeavour to address it.
The Ombudsman does not have jurisdiction to investigate complaints in which compensation claimed is over £5,000 or if it relates to a matter of commercial policy or copyright law, including the terms and conditions of our licences or licensing schemes. Where the complaint would be more properly dealt with by the Copyright Tribunal (because for example, it is a complaint about our charges or other terms and conditions of our licence or licensing scheme applicable to you) or a court or another judicial or regulatory body, we will explain this.
How to complain
Customer Relations Manager
PRS for Music
2 Pancras Square
We will acknowledge the complaint on receipt of the letter and advise if the complaint is not considered within the scope of our complaints process.
We will then send a full written response within 20 working days of receiving the complaint. If you are unhappy with the response, you should write to the Director of Licensing (at the above address) stating your reasons.
All complaints addressed to the Director of Licensing will be reviewed by a senior manager. The Director of Licensing, or relevant senior manager, will respond in writing within 10 working days from receipt of the letter and will either:
- Confirm or vary the earlier decision giving reasons for doing so, or
- Advise of any further actions being taken regarding the complaint and the associated timescales
If we have completed our investigation and provided a written response, we may advise that there is nothing more we can do under our complaints procedure (we call this a “deadlock letter”).
Following a response to a complaint, we will consider the matter to be concluded unless we receive further correspondence within 10 working days, or as advised in our correspondence.
Once we have confirmed that there are no further actions we can take, you have the option to refer the matter to Ombudsman Services: Copyright Licensing.
The Ombudsman is an independent service set up to review complaints made to PRS for Music, which are eligible for consideration by the Ombudsman. The service is free to use.
The Ombudsman can be contacted on +44 (0)330 440 1601
We will abide by the ombudsman’s final decision and put in place any remedy the Ombudsman requires. The Ombudsman may ask us to provide an apology or explanation, put right any errors and/or pay compensation.
The Ombudsman will accept complaints within its remit and under this code, from November 2012. The Ombudsman has no jurisdiction to consider or investigate complaints about our commercial policy, including our tariffs, or matters of copyright law. Where a complaint concerns the process that we followed in arriving at particular tariff, the Ombudsman’s jurisdiction is confined to the question of whether that process was followed in relation to the individual complainant, not to its outcome.