The Membership Service Level Agreement
- Post-distribution service request: all members’ post-distribution service requests will be fully answered within 15 working days (at the latest) from receipt or an acknowledgement sent if a full response is not possible during that time.
- If a full response is not possible within a further 20 working day period, the member will be sent a further acknowledgement detailing the action taken in order to resolve this enquiry. This action would usually include reference to third parties.
- The member will be updated on progress every 20 working days, subject to specific deadlines expressed in any correspondence.
PRS Complaints Procedure
Your membership is important to us. We aim to ensure that your interaction with us is a good experience.
We have developed standard procedures, policies, rules and regulations which govern your membership with us and which have been established for the benefit of the membership as a whole. We aim to apply these fairly and consistently.
Occasionally things can go wrong which is regrettable. In such instances, members can turn to the PRS complaints procedure. We take all complaints very seriously and view these as a means to better understand and improve our service to you.
Our leaflet details how and when to use the PRS Complaints Procedure.
PRS Appeals Panel
Where a member has exhausted all PRS internal means of redress to a complaint, reference can be made to the PRS Appeals Panel. This consists of a Chairman, a writer member and a publisher member of the Society, none of whom is, or has ever been, a member of the PRS Board. The jurisdiction of the Appeals Panel is to hear any case where the Society has come to a decision which is not in accordance with its Complaints Procedure.
In addition, the Panel may on its own initiative also require the PRS Board to review the constitution or policy if the Panel has heard a significant number of appeals relating to a particular aspect of the constitution or policy or, having heard an appeal, considers that the constitution or policy may be unjust to the membership as a whole or to a significant section.