PRS comments on FSB statement
Published: 26 January, 2010
LONDON: In response to this article, Keith Gilbert, public performance sales managing director of PRS for Music has sought to clarify the PRS position.
In 2009 we launched our Code of Practice. Devised after a long consultation with stakeholders, including the Federation of Small Businesses and the British Beer and Pub Association, the code aims to make the process of music licensing easier and clearer for UK businesses. As part of our Code of Practice, PRS for Music appointed an independent ombudsmen should a customer complaint not be rectified internally; as yet the Ombudsman has not had to take a case.
"The FPB are aware of the Code and we met with them to discuss any unresolved issues. The FPB were invited to work with us on further improvements for their members and we await their feedback. We were not aware of the issues in the press release until now and we are now following up the issues raised.The Code of Practice is on our customer literature and the PRS for Music website. Any customer who asks about the complaints process is informed about the Ombudsman.
"Of the businesses that we contact we experience a very low level of complaints only 1 in every 5000 customer contacts in 2009 resulted in a complaint, less than half the volume in 2008. If we do receive a complaint we look at each individual case very carefully to ensure that the music licensing system is delivered fairly and equitably. We value all of our customers and strive to offer the highest levels of service.