This procedure is for independent production companies. It should be used where a company believes it has concerns relating to the BBC's commissioning process that have not been fully addressed by the commissioning genre.
There are three stages in the complaints procedure.
Complaints should be submitted in writing to the Independents Executive (contact details below) within four weeks following the conclusions reached by the commissioning genre.
In order for a complaint to be accepted it must:
If the complaint does not meet these criteria, the complainant will be informed in writing of the reasons why and, where relevant, referred to an alternative complaints route, e.g. Editorial or Fair Trading.
Complaints should clearly articulate:
The Independents Executive will take an impartial view of the case with reference to the BBC's published commitments on commissioning, discuss it with both the company concerned and the relevant BBC commissioning or business affairs representative, and seek a resolution.
The Independents Executive will undertake an impartial investigation of the issues raised in the context of the BBC's published commitments on commissioning. The issues forming the basis of the complaint investigation will be agreed with the complainant in writing. The Independents Executive will discuss the issues with all relevant BBC Commissioning and/or Business Affairs representatives before coming to a conclusion.
This stage of the process should typically be completed within 6 weeks*.
Stage 1 complaints should be addressed to:
BBC Independents Executive,
Zone C 6th Floor BBC New Broadcasting House, Portland Place, London, W1A 1AA
Phone: 0203 614 2135
Email: Rachel Baldwin
Should the complainant believe they have has not received a full or fair outcome from the Independents Executive, they may appeal to the Vision Complaints Panel (or the Sports Complaints Panel if relevant).
The appeal should identify:
The panel is supported by the Complaints Panel Manager (contact details below), and comprises:
|For Vision Complaints||For Sport Complaints|
|Director of BBC Television||Director BBC North|
|Director of Television Operations||Director of Vision Operations and Rights|
|Director of Archive Content||Head of Editorial Development, Multimedia and Journalism|
Appeals to the Panel should be submitted in writing to the Complaints Panel Manager within two weeks of receipt of the response from the Independents Executive. She will consider if there are issues that have not been fully or fairly addressed at Stage 1, or fundamental process issues, such that an appeal to the Complaints Panel is warranted. If this is the case, the Complaints Panel Manager will prepare a report for consideration by the Complaints Panel, seeking additional information if necessary.
The Complaints Panel will:
This stage of the process should typically be completed within six weeks*.
Appeals to the Complaints Panel should be addressed to:
Complaints Panel Manager,
MC4 D6, BBC Media Centre, 201 Wood Lane,
London, W12 7TQ
Phone: (020) 3614 2641
Email: Jo Korn
Should the complainant believe that the response from the Complaints Panel does not adequately address any issue(s) of fairness relating to BBC's commissioning system, then they may appeal such issues to the BBC Compliance Officer. The Compliance Officer is independent of Vision and Sport Management and is charged by the BBC Executive with investigating complaints on an impartial basis. The Complaints Panel Manager will notify the Compliance Officer of any such appeal.
A request to appeal to the Compliance Officer should be made to the Complaints Panel Manager within two weeks of receipt of the decision of the relevant Panel.
Requests for an appeal to the BBC Compliance Officer should identify:
Should the BBC Compliance Officer believe the complaint merits further investigation, he will conduct his own investigation.
This investigation will generally take six weeks*.
Six weeks is typically the length of time taken for an investigation. However, please note that in specific cases an investigation may take longer, in which case the complainant will be notified of any likely delay.
This page is best viewed in an up-to-date web browser with style sheets (CSS) enabled. While you will be able to view the content of this page in your current browser, you will not be able to get the full visual experience. Please consider upgrading your browser software or enabling style sheets (CSS) if you are able to do so.