PRS Public Performance Sales Complaints Procedure

We aim to ensure that your interaction with us is a good experience. We have developed standard procedures, licence terms, tariffs and charging policies and aim to apply these fairly and consistently.

Occasionally you may feel that something has gone wrong or you may not be satisfied with the service you have received from PRS. In such instances, customers can turn to the PRS Complaints Procedure.

This page details how and when to use the PRS Complaints Procedure.

The PRS Public Performance Sales’ Complaints Procedure

Our complaints procedure can be used in the following circumstances:

Where the customer feels that PRS has not complied with expected service levels or that the conduct of PRS staff has been inappropriate.
Where the customer feels that PRS has not complied with PRS’s stated policy or procedure.
Where the customer feels that PRS has exercised its rights inappropriately under the Copyright, Designs and Patents Act 1988 (as amended).

The customer should always provide full details of the complaint.

Using Our Complaints Procedure

1. The customer should address the complaint to:

The Public Performance Sales Customer Service Manager
Performing Right Society Ltd
Elwes House,
19 Church Walk
Peterborough,
Cambs PE1 2UZ

2. Upon receipt of the complaint, an acknowledgement will be sent back to the customer.
3. Within 28 days from date of receipt of the customer’s complaint, a full response will be sent.
4. If the customer is not satisfied with the response, he/she should write to the Public Performance Sales Managing Director stating the reasons why they are not satisfied with the response.
5. The Managing Director will respond in writing within 14 days from receipt of the customer’s letter and will either:

Confirm or vary the earlier decision; or
Advise the customer of further actions being taken with regards to their complaint and the likely timescales associated with any such actions.