How we handle your complaint

You can complain online, by post or phone. There can be up to three stages to the process. Please scroll down for further information about the complaints process.

Stage 1

You should complain within 30 working days of the incident or event. We email or post most replies to complaints within 10 working days of receiving them, although this also depends on their nature and how many we have. If others complain about the same issue our reply to everyone, by definition, will usually be the same. If you are still dissatisfied, please respond within 20 working days explaining why and request a second reply (if you complained online you must reply using this complaints website). We may need more time to investigate but will reply as soon as we can.

Stage 2

You cannot go to this stage without completing stage 1. Within 20 working days of your second reply, please write explaining why you are still dissatisfied (we will have told you who to contact). If you believe something has breached BBC Editorial Guidelines, the Editorial Complaints Unit may investigate independently of producers and ensure the BBC takes appropriate action. Other issues are investigated by senior management. Complaints upheld or resolved by the Editorial Complaints Unit are published on this website.

Stage 3

You cannot normally progress to the BBC Trust without completing these two stages. If you think there are grounds for appeal, write to the Trust within 20 working days of the outcome of stage 2 explaining why. If the Trust accepts and upholds your appeal, management must take account of its findings. For full details and recent appeal findings please visit the BBC Trust website.

We hope you'll not need to complain frequently, or about minor matters and issues to which the BBC has responded publicly. It means we cannot respond as promptly to other complaints, and your licence fee is used for replying to relatively unimportant points. We have further information about the complaints process and how we consider and react to the issues raised in the feedback we receive. If you need any access assistance in making your complaint, please let us know.

When handling your complaint we will treat you courteously and with respect. We expect you to show equal courtesy and respect towards our staff and may discontinue correspondence if you do not.

Further information about the complaints service

What does the BBC do with my complaint?

We analyse and report each day's audience reaction overnight to ensure it reaches the right people. To help us do this efficiently we ask for a number of details on our webform. The previous day's comments, appreciations and complaints are then reported daily to all BBC staff (your personal details are removed). This "Audience Log" and overnight audience figures are the most widely read reports in the BBC and help inform our editorial discussions.

We take all overnight reaction into account alongside our audience research and Editorial Standards. Different people often have differing views about the same issues, or expectations and opinions about programmes which may differ from the editorial or public service obligations we must meet. So we may not always respond to a complaint as someone might wish. But if we clearly get something wrong we will apologise and, if necessary, take steps to avoid it happening again.

How does the BBC define a complaint?

It isn't possible to define the difference between comments and complaints so if you say you are complaining we will count it as a complaint. We receive comments and appreciations about many issues but generally consider a complaint to be a criticism which expects a reply and would ideally like things changed, even if we are unable to respond as the complainant might wish.

Do the numbers of complaints make a difference?

No. Although we are always concerned about high numbers of complaints, what matters is whether the complaints are justified and the BBC acted wrongly. If so we will say so and apologise. If we have not breached our public service obligations or Editorial Guidelines we will explain why, even when many complain. If we come under pressure from organised lobbies or the press we defend our editorial independence or standards as necessary.

How does the BBC act on complaints?

The BBC's Complaints Management Board meets monthly to review issues arising from complaints, Ofcom and developments in the broadcasting industry. Chaired by and made up of senior executives, it ensures lessons are learned and fed into BBC Editorial Guidelines and compliance or managerial processes when necessary. It reports to the BBC's Editorial Standards Board.

The BBC Trust, as the BBC's governing body, holds the Executive to account and represents the interests of licence payers. It monitors editorial standards, compliance and the handling of all complaints. It reports on these in its Annual Report to licence payers.

What does the BBC publish about complaints?

We do not publish public responses to every editorial complaint on this website, but to those of wide audience concern which generate significant numbers of complaints or involve a significant issue. They are normally available for up to six months and include any explanation, apology or action we have taken as a result.

In Regular reports you can also read:

1. monthly summaries of the main editorial complaints issues received at stage 1
2. findings of editorial complaints later upheld or resolved by the Editorial Complaints Unit at stage 2
3. findings of all subsequent complaints appeals to the BBC Trust at stage 3 including non-editorial complaints

The BBC Trust also publishes reports about editorial compliance, feedback and complaints in its Annual Report.

What if I have not had a reply?

Please contact us through this website and we will investigate further for you.

What happens if I opt not to ask for a reply?

Your complaint will normally still be included in our daily internal report of overnight reaction for all staff to read.