“I submitted a claim through the EU Online Dispute Resolution Platform back in August 2017. The dispute was accepted and the authorised ADR Body that accepted to handle the complaint was the PRS Redress Scheme. The online platform clearly states that once a claim has been accepted by the ADR they have 90 days in which to handle that claim.
After the 90 days I had received no feedback or update from the ADR Body so I sent them a message via the EU Online Dispute Resolution platform. This message was never asnwered so after a period of waiting I sent a further message and again this was ignored and never replied to.
Eventually I contacted the help team from the EU Online Dispute Resolution platform and they provided me with the direct contact details for the PRS Redress Scheme.
I made contact and asked for an update on my claim. The call handler was very unhelpful and kept telling me that no such claim had been submitted, yet I had written proof that it had indeed been accepted as a case by the PRS Redress Scheme.
I was made out to be a liar and in the end I had to email them copies of my claim including the proof that showed that the PRS Redress Scheme had accepted my claim.
Once they had received my email I spoke to another call handler on the phone who proceeded to tell me that whilst the PRS Redress Scheme are members of the EU Online Dispute Resolution platform, they never check it and they are members of it because they have to be not because they want to be. I was absolutely horrified and disgusted that a company would act in this way let alone tell their customers this is what they do.
They then further proceeded to tell me that they would not honour the claim and offered me £50 as "Go Away" payment!
I would not recommend this company to anyone. They are highly unprofessional and have no customer loyalty or care!”
