Feedback

Our Code of Conduct

As a result of our recent 2020 AGM, some of the information on this page may be out of date. We are working hard to get this updated as soon as possible.

We take our role and responsibilities to our members and licensees very seriously.  It is our ambition to set best practice in collecting society management across all areas of our membership and domestic licensing activity.  As part of that commitment we have developed and published a Code of Conduct that encompasses the whole of the business.  It is based on the British Copyright Council’s Principles for Collective Management Organisations’ Codes of Conduct and was published in November 2012 following consultation with members, licence holders, and other stakeholder representatives, including trade bodies and Ombudsman Services.

Our Code of Conduct covers all aspects of PRS for Music membership and areas we license from shops to new online streaming services.  It details what you can expect from our service to you, including what you can expect by way of provision and/or publication of information affecting members and music users individually and generally.  It also explains how we can help each other and what to do if things go wrong.

Complaints record

Membership

2020: 14 complaints. 

2019: 18 complaints. One of these was referred to the Ombudsman. 

2018: Nine complaints. One of these was referred to the Ombudsman.

2017: 12 complaints with two being referred to the Ombudsman. One complaint led to £50 service compensation payment and one led to a membership application refund of £30 from 2013. There were no open complaints at the end of 2017. 

2016: Nine complaints with two being referred to the Ombudsman. No complaints were upheld. There were no open complaints at the end of 2016.

2015: Five complaints with one being referred to the Ombudsman. This claim was not upheld. There were no open complaints at the end of 2015.

2014: 15 complaints. None were referred to the Ombudsman. One of the complaints remained open at the end of 2014.

2013: 10 complaints. Three of these were referred to the Ombudsman. One of the complaints that was referred to the Ombudsman remained unresolved at the end of 2013.

Licensing

2017: 97 complaints pertaining to licensing and none were referred to the Ombudsman although a 2017 PPS complaint was referred in 2018. Of these 97 complaints, 12 were outstanding at the end of the year, of which four were received on or after 20 December and two required legal and commercial assistance. 

2016: 92 complaints pertaining to licensing and none were referred to the Ombudsman. Of these 92 complaints, four were outstanding at the end of the year, of which two were received on or after 20 December and two required legal and commercial assistance.

2015: 78 complaints pertaining to licensing and none were referred to the Ombudsman. Of these 78 complaints, two cases remained open at the end of 2015 - both were received on 23 December.

2014: 100 complaints. None were referred to the Ombudsman. Four cases remained open at the end of 2014, all of which arrived on or after the 17th December.

2013: 82 complaints. Only one remained unresolved by the end of 2013.

Close
switching account

Switching your account...