PPL PRS Ltd Avis 

After a very poor and disappointing experience with PPL chasing me for payment, and lots of back and forth emails.

It is a shame that it takes them so long to respond and that the customer service advisor is not trained to a higher standard to have addressed the issue from the get go. It would have saved PPL a long time in admin and me a lot less stress. But Charlotte intervened and sorted it. Thank you Charlotte.

Absolutely unbelievable.. if you want a lesson in how NOT to run a business and how NOT to treat your customers then interact with this shambolic crowd.
First (my mistake) we paid our PPLPRS licence last year twice. It can happen... but when one of our customers pays us twice we let them know -we refund the money if they want it refunding or we allocate it against an upcoming purchase.
But not this crowd. They just keep their head down and hope that you will forget it. (which we had)
Next year they send you an invoice... they do not say "Hey you paid twice last year so we'll take that overpayment off your bill"
Oh no - they just press for the money and for you to pay again.
We finally spotted the overpayment and I have emailed them 2 or 3 times but NO RESPONSE - why NO RESPONSE. WHY DO YOU IGNORE CUSTOMERS.
Now they are threatening us with a whopping £122 surcharge if we do not pay the outstanding £32 on the account.
I am going to pay it - of course I am....
IT IS DISGUSTING HOW YOU TREAT YOUR CUSTOMERS - and remember we ARE CUSTOMERS.
The fact that we do not have a viable alternative does not give you the right to treat us so badly.
INCREDIBLE!!!

**Extremely disappointing and intimidating approach to businesses**

Chelsea from PPL PRS has called our workplace three times in one week, repeatedly demanding to speak to an “authorised person” regarding a music licence. Our manager is currently away on a work trip, and despite several colleagues explaining that we do not play music in our office and therefore do not believe we require a licence, the calls have continued.

During one of these calls, Chelsea asked for my job role and email address and stated that she would be making a note of my details. The way this was communicated came across as intimidating and unnecessary. She also emphasised that the calls were recorded, which felt like an attempt to pressure us. I simply pointed out that our calls are recorded too.

It is completely unacceptable for staff to feel pressured and uncomfortable at work over a licence that we have repeatedly explained is not relevant to our circumstances. Businesses should be treated with professionalism and respect, not subjected to repeated calls that feel like harassment.

**PPL PRS, please stop calling our workplace.** We have made our position clear, and any further contact should be made in writing. If these unwanted calls continue, we will consider escalating the matter through the appropriate channels, including seeking advice from the ICO where relevant.

I would strongly encourage PPL PRS to review its approach to contacting businesses and ensure that its representatives communicate respectfully rather than making staff feel intimidated.

An utter disgrace of a company in my opinion.
Their customer service is a waste of time and space.

They use intimidating and pressuring tactics, including phoning the business and saying that the company is in debts or arrears.

When they tried with me, it didn’t work so I was threatened to be taken to court from a so called manager of them, which was also nasty and threatening.

I was standing the ground and replied to their recovery team that I was prepared to seeing them in court (they were trying to apply fees for the whole year after that the account was closed 7 months in advance) and after this magically the fees were waived and the account closed.

They get away with murders hiding behind the fact of being a government agency when in fact they are not, they are a limited company with a CEO on a salary etc etc

Don’t waste further time with the ombudsman (a paper tiger) that isn’t really bothered or interested to go against them (it’s easy to guess why)

FINAL AND USEFUL TIP

I got rid of them and started using a royalty free music platform for my business., if everyone would do the same these cowboys would be out of business.

Utter scumbags. If I could give 0 I would have. Not had a radio at work for well over 30 years yet these seem to think they can call insisting you need a license. For what exactly.

PRS are regulated by the dispute resolution ombudsman 0333 2413209
PRS HAS to respond to them by law within two weeks, if enough people take this route PRS will be forced to clean up their act

I'd phoned a couple of times in a attempt to understand the licence requirements for my situation. Chris took time to listen and understand our situation, then gave clear information that was easy to understand and really helpful. Highly appreciated.

I have been very impressed with the customer service of PPL PRS Ltd this year, as a charity every penny counts and the member of staff I dealt with, Chris, has been so helpful and informed us of regulations that help us to pay less - this has not been done before and it has made such a difference to us at a time when I was worried about how much our bill would increase due to additional charitable activities for our dementia groups. I really appreciate the time taken to ensure we were paying the correct amount.

If there was a 0, I would do that. They are despicable. Rude, communication, fees. They have to take into account that just sometimes people make mistakes. This is our livelihood. Invoices went into junk, they didn't call or send a letter, because my preference was email. Doesn't mean abandon all hope of everything else.

Cancellation fees, even though 2 days after cooling, was mad money. Nearly the cost of the year. It doesn't say the cancellation in the t&cs, their emails don't say it's a auto renewal. Even though I apparently agreed that 5 years ago. How am I meant to remember.

Go with another licence provider. You'll be better off for it.

Do not use them. Con artists. Use other music licensers. Communication awful. Cancellation fees over 60% of the initial bill... like what?

AWFUL COMPANY!
I would rate a zero star if it were possible.
I continuously receive emails and phone calls threatening legal action against me even though I’m not playing music.
I could tell them over and over again that I’m not playing it and the person on the phone just speaks over me explaining about copyright infringement and that I best pay for a licence now.
I wish I never got in touch with them in the first place for a quote.
The prices were extortionate so I decided not to have music.
AVOID!!!!

Lucy in customer services was FANTASTIC
Was pleasant, efficient and in customer services did the main thing, she found a swift perfect solution for our needs. Faultless.

I recently made contact with Chris (Customer Services) with an issue I was facing. Chris was patient and understanding by taking the time to listen to me and explore the matter and help me find a resolution.

Customer car excellent. Nice to deal with a real person and get the problem sorted quickly.

On raising a complaint about surcharges I was contacted by Charlotte. She listened and acknowledged the issues. She accepteted one account could be closed and a refund will be issued. Today was a positive experience.

Cold call from Aaron at PPL PRS to discuss license needed to play music. Aaron advised that the music on my VOIP phone system was copyright and therefore a license was required. Aaron was very arrogant when I asked if he knew if the music was copyright or royalty free. He advised that I would have to prove that the music was royalty free. This assumption that music was copyright and that license was payable demonstrates a bully attitude to law abiding businesses and individuals. I was advised that the license was over one thousand pounds which included a non compliance fee. Thankfully I managed to receive confirmation from my VOIP supplier that the music was royalty free whilst I was on the call to Aaron and advised him that license was not needed. He continued to argue that the music was still copyright and that the VOIP supplier could be wrong. I asked Aaron to send me his email contact details and I will forward the message from my VOIP supplier. The sinister tone and language used by Aaron was appalling and I feel that PPL PRS has wasted my time with this frivolous call. How dare they state untrue statements in a attempt extort money from businesses. Shame on you, I would like to invoice PPL PRS for my time spent on the call.

PPL PRS is the worst company I've ever dealt with in over 15 years of business. Have had many issues with them in the past, with overcharging during covid while my business was closed, to takimg me to court where they were in the wrong. Now my issue, I have a cafe and I use Melodial for our music, £4.99 a month, no music license needed as they own all their own music. I have replied to 2 personal emails sent to me from agents, as well as a 16 min on hold call, only for them to disconnect when I get through. All whole a barrage of emails demanding payment from a no-reply email. I've sent the Melodial certificates to them via email, but this doesn't seem to be getting through. I just have to.wait until they pass this to.the debt collectors again, and then I can let them.know that I don't require a PPL PRS license.

0 stars should be an option.
Over 90% 1-star Trustpilot reviews sums it up really.
We have been running our little hospitality venue for 14 years. Since COVID we have been paying MONTHLY, in advance of each month of the annual period - primarily because we cannot afford the lump sum that PPLPRS would like at the beginning of an annual period.
Every year PPLPRS refer our case to a debt collection agency. Pannone Corporate seems to be their preferred debt collection agency. Each time we reply to Pannone with the facts and evidence (paying monthly etc), they immediately close the case.
We have paid every annual period IN FULL and in advance, but PPLPRS continue to hound us with threats of surcharges, a legal team, an enforcement team, legal remedies, legal proceedings, license termination, court action, solicitors, and more debt collectors.
We have never signed and do not agree to their "TheMusicLicence Terms and Conditions".

We recently renewed our music licence and found the process to be straightforward, efficient, and well managed from start to finish. Communication was clear throughout, and any queries were dealt with promptly and professionally.

A special thanks to Niall O'Connor for his excellent support and responsiveness during the renewal process. His assistance made everything simple and hassle-free.

Overall, a very positive experience with a smooth renewal process and great customer service. We look forward to continuing our relationship in the future.

PPL PRS Ltd are so helpful and easy to work with. When it comes to renewal time, they reach out and support me through every step. Niall is very knowledgeable and supportive through the process. I would highly recommend using this company.