I purchased Comprehensive Accounts from…
I purchased Comprehensive Accounts from Prelude many years ago. At no point during the sale, installation, or any of the many years of use was an annual licence fee ever mentioned. Now that the software has developed a fault, Prelude refuses to investigate or fix it unless I start paying a newly‑invented annual licence fee.
This is not just poor service — it is unlawful.
I contacted CEO Ian Vickers multiple times. Instead of addressing the issue, they insisted on this new fee and behaved as though they are above UK consumer law.
The facts are simple:
The software was sold without any disclosed licence or support subscription. A company cannot impose new contractual terms years later.
Under the Consumer Rights Act 2015, if digital content stops performing as reasonably expected, the supplier must investigate and provide a remedy at no cost.
Prelude tried to dismiss the fault as a “local workstation issue” while refusing to investigate unless I paid. A supplier cannot avoid its legal obligations by refusing to engage.
I formally requested that they investigate the fault and provide a remedy without charging a licence fee that was never part of the original contract. They have continued to refuse.
Prelude’s behaviour is unacceptable, legally questionable, and shows complete disregard for long‑standing customers. I would have preferred an amicable resolution, but their refusal to comply with basic consumer law leaves me no choice but to escalate.
Consumers deserve to know how this company treats its customers once problems arise.
It was not for the wrong company because Prelude sell Comprehensive accounts.