What to Do if PPL PRS Contacts Your Spa
A letter from PPL PRS can be unsettling. So can a phone call out of the blue. But there's no need to panic. It's a prompt to check what music you play, and whether you're licensed for it.
We license our music directly to spas and salons, so venue owners sometimes ask us what to do next. Here's a calm, practical plan.
The short answer
Don't ignore it, and don't panic. Check the contact is genuine using the details on the official PPL PRS website. Then list every bit of music you play, work out what cover you need and reply in writing. Keep a copy of everything.
Why PPL PRS gets in touch
PPL PRS issues TheMusicLicence, which covers most commercial music played at work. It contacts businesses that may be playing music, to check whether they need a licence.
Its help pages also say that if it believes a business is using copyright music without a licence, it may collect evidence. So a reply matters, even if you think you don't need a licence.
Getting in touch with businesses is a normal part of how PPL PRS works. Hearing from it doesn't mean you've done anything wrong.
Step 1: Check it's really PPL PRS
Before you share details or pay anything, check the contact is genuine. Look up the details yourself on the official PPL PRS contact page, rather than relying only on the numbers in a letter or email.
At the time of writing (October 2026), the contact page lists:
- 0116 290 0525 for setting up a new licence, Monday to Friday, 8am to 6pm.
- 0800 072 0808 for Client Services, such as invoices, payments, renewals and account questions. Monday to Thursday 8am to 5pm, and Friday 8am to 3pm.
- By post: PPL PRS Ltd, Mercury Place, St. George's Street, Leicester, LE1 1QG.
There's also an online contact form on the same page. Numbers and hours can change, so check the page before you call.
Step 2: List every music source
Walk round your venue and note everything that makes sound. Check:
- reception and waiting area
- treatment rooms and relaxation rooms
- pool, sauna and changing rooms
- staff room and back office
- any TV screens
- music on hold on your phone line
For each one, write down what plays and where it comes from. The radio, a streaming app, CDs, downloaded files or nothing at all.
Step 3: Work out where you stand
Your list will put you in one of four groups.
You play music PPL PRS looks after
This covers the radio, TV, chart music, most streaming playlists and CDs. You'll need TheMusicLicence. Use the new licence number or the online form to get a quote. Our post on PPL PRS licence costs shows what to have ready.
You only play music licensed directly by its owner
If your music is royalty-free or unregistered, you may not need TheMusicLicence. PPL PRS says that if you don't think your music is covered by it, you should ask your supplier for confirmation. If you forward that on, it says it will update its records.
If you play only Dawn Chorus, your licence certificate is that confirmation. It names your venue, the collection and your order details. It also says the music has never been registered with a collecting society.
You play a mix
A direct licence only covers the music it names. If the radio is on at reception, you still need TheMusicLicence for the radio. Be honest about this, because it's the most common gap.
You don't play any music
Say so clearly in your reply. If that changes later, get the right licence before you start.
Step 4: Reply in writing
A short, clear reply is best. You don't need legal language. Here's an example for a venue that only plays directly licensed music:
Thank you for your letter. The only music we play at [venue name, address] is licensed directly to us by Dawn Chorus. It isn't registered with PRS or PPL. A copy of our licence certificate is attached. We don't play the radio, TV or any other music on site. Please update your records.
Change the wording to match your venue. Only say you play nothing else if that's true.
Step 5: Keep a record
Keep copies of every letter, email and certificate. If you speak on the phone, note the date, the time and who you spoke to.
Store your music paperwork together, where any manager can find it. If you run several sites, keep each venue's certificate at that venue.
What not to do
- Don't ignore it. The issue won't go away, and a reply is usually quick.
- Don't guess. If you're not sure what a speaker or app plays, find out first.
- Don't agree to anything you don't understand. Ask what a licence covers and when it renews.
- Don't overstate your case. If any registered music plays on site, you need TheMusicLicence for it.
What if I've played music without a licence?
Plenty of venues find out late. The best step is to sort it now. Get TheMusicLicence for any music that needs it, or switch to music you're licensed to play.
GOV.UK says that playing music in public without a licence is copyright infringement, and “You could be sued for damages.” If you're worried about your own situation, speak to PPL PRS directly or get legal advice.
Make next time easy
Once it's sorted, a future letter takes minutes to answer. Keep your licence documents in one place, and update your list when anything changes.
For the background, read do I need a PPL PRS licence for my spa or salon? and our guide to music licence options for business. To see how a direct licence works, visit the Dawn Chorus licensing page, or hear the collections.
This post is general guidance, not legal advice. If you're not sure what your venue needs, contact PPL PRS or a legal adviser.
FAQs
What is the PPL PRS contact number?
At the time of writing, the official contact page lists 0116 290 0525 for new licences and 0800 072 0808 for Client Services. Opening hours differ for each. Check the PPL PRS website before calling, as details can change.
Is a letter from PPL PRS a fine?
Read it carefully, because letters can be about different things. Many ask whether you play music and need a licence. If yours asks for payment and you're not sure why, contact PPL PRS using the details on its official website.
Do I have to reply if I don't play any music?
It's wise to. A short reply saying you don't play music helps keep their records right. Keep a copy of what you send.
What should I send if I only play Dawn Chorus?
A copy of your Dawn Chorus licence certificate, with a note that it's the only music you play. PPL PRS says it will update its records when you forward supplier confirmation. If you play anything else, you'll need TheMusicLicence for it.
Can PPL PRS visit my spa?
PPL PRS says that if it believes a business is using music without a licence, it may collect evidence. The simplest way to avoid any doubt is to keep the right licence or proof for every source of music on site.
