Comments, Feedback and Complaints process

PPL is committed to providing its customers with first-class service. We therefore welcome your feedback (positive or negative) about our service to you. You can find details of our Comments, Feedback and Complaints process by clicking here.

Code of Conduct

Key principles

When dealing with its public performance licensing customers and prospective customers, PPL aims to act:

  •  in accordance with certain standards of service
  •  promptly
  •  with understanding
  •  fairly and consistently
  •  with respect for your personal information
  •  in accordance with this Code


Our standards of service

We will:

  •  act in a professional, friendly and courteous manner
  •  follow clear and transparent procedures
  •  provide you with accurate information
  •  when speaking to you on the telephone, always identify ourselves by name
  •  take into account circumstances that might affect you (whether language, disability or otherwise)
  •  take reasonable steps to let you know if your call is/may be recorded


Acting promptly

If you call us, we aim to answer your call within 30 seconds. If you email or write to us, we aim to respond within 14 days* of receiving your query.

(Please note that this does not include the period between Christmas and New Year. PPL, like many businesses, usually closes its offices at this time.)

If things have gone wrong, we will correct any agreed errors as quickly as possible. We also listen to any complaints that you may have. For further information please see our published Comments, Feedback and Complaints process.

Acting with understanding

We will clearly explain:

  •  whether you need a PPL licence
  •  why you need a PPL licence
  •  what your PPL licence fee will be.

We also will give you an opportunity to explain your position to us.

Acting fairly and consistently

Both in terms of how we communicate with you and how we license you, our aim is to ensure that you are treated fairly and that your treatment is the same as similar licensees or potential licensees.

We will always issue licences based on clear published tariffs. We seek to set the fees for our licenses at a level that strikes an appropriate balance, providing fair compensation to our members for the use of their creative work whilst taking account of the value that the use of recorded music adds to our licensees’ businesses.

When we change a tariff we will normally seek to consult with trade associations or other representative bodies where they exist for the sectors most likely to be affected. If a licensee or representative organisation is unhappy with the level of the licence fees or other licence terms and unable to reach agreement with PPL then in certain circumstances they can apply to the Copyright Tribunal for them to consider the reasonableness of these. Where we are seeking to consult on a proposed change to a tariff we will set out our proposed time period for consultation at the outset.

Respecting your personal information

We will comply with the provisions of the Data Protection Act 1998 and any collection, retention and processing of data by us (or on our behalf) will be done lawfully. Please note that information passed to us may be used for PPL’s lawful business purposes (including the administration of your PPL licence and the enforcement of PPL’s rights generally and those of VPL in respect of music video licensing).

Acting in accordance with this Code

We will ensure that every member of staff in our public performance customer service teams is trained to understand this Code, and our Comments, Feedback and Complaints process, and to follow these when dealing with you.

The PPL website contains much more information about PPL and its licensing which we hope you will find helpful (including frequently asked questions which you can read here.) Alternatively, please contact us.

About this Code

The publication of this Code of Conduct for public performance licensees forms part of PPL’s continuing commitment to customer service. This builds on our existing Comments, Feedback and Complaints process and the launch of our Independent Complaints Review Service in 2011. PPL is committed to introducing a full Code of Conduct for all PPL licensees and all PPL members, which we aim to launch (following appropriate consultation) in 2012.