How we handle your complaint
The complaints process for editorial and general complaints
- How does the process work?
- What is a complaint?
- Who will reply and when?
- What if I have not had a reply?
- If I don't like the reply what happens next?
- What happens when I choose not to receive a reply?
- Can I complain to an outside body?
- What does the BBC publish about the complaints it receives?
- Guide to the BBC Editorial and General Complaints process
How does the process work?
The process has three stages, designed to be straightforward to use and to enable us to address your concerns properly. You should normally make your complaint within 30 working days of the transmission or event and our aim is to respond within 10 working days. For full details please read the Guide to the BBC Editorial and General Complaints process.back to top ^
What is a complaint?
If you say you are making a complaint we count it as such. We receive feedback on many issues, both negative and positive, but generally consider something a complaint if it is a criticism which expects a reply and would like things to be changed.back to top ^
Who will reply and when?
A reply will come from either the department responsible or BBC Information. We aim to respond within 10 working days, depending on how long it takes to investigate your complaint.back to top ^
What if I have not had a reply?
Please contact BBC Information on 03700 100 222 (UK-wide rate charged at no more than 01/02 geographic numbers; calls may be recorded for training) and they will investigate for you.back to top ^
If I don't like the reply what happens next?
Please contact the person who replied, explain why and request a further response to your complaint. If however you made your original complaint through this website, please use our webform again to explain why and to request a further response. If you consider the second response still does not address your complaint, we will advise you how to take the matter to the next stage. You should normally do this within 20 working days.back to top ^
What happens when I choose not to receive a reply?
Your complaint is still noted because we compile a daily report on all complaints and feedback for staff across the BBC.back to top ^
Can I complain to an outside body?
Yes, to the broadcasting regulator Ofcom about editorial standards in radio and television broadcasts (but not online items or the World Service). Ofcom takes complaints about BBC issues except impartiality, inaccuracy and some commercial issues which remain the responsibility of the BBC Trust. Ofcom regulates telecommunications companies and broadcasters in the UK – visit the Ofcom website to read about its remit and how to complain.back to top ^
What does the BBC publish about the complaints it receives?
On this website we publish public responses to issues of wide audience concern if they cause a significant number of complaints or involve a significant issue. These are normally available on the website for up to six months. If appropriate they include any clarification, correction, apology or action taken as a result. BBC editors also explain issues in news coverage on our Editors' blog and in Newswatch.We also publish:
- a monthly summary of the main themes in all complaints in Regular reports
- a quarterly summary on complaints referred to the Editorial Complaints Unit. Summaries of upheld complaints are published on the website as they are issued and then archived in the relevant quarterly report in Regular reports
- monthly reports of the findings of any subsequent appeals to the BBC Trust on the BBC Trust website
The BBC’s Complaints Management Board of senior executives meets monthly to ensure that lessons are learned from complaints and fed into editorial and managerial processes. The BBC Trust monitors the effectiveness of complaints-handling across the BBC, and reports on this in the BBC Annual Report.
Guide to the BBC Editorial and General Complaints process
There are three stages to the BBC Complaints process. Within 30 working days of the transmission or event you can either:
- make a complaint via this website
- ring BBC Information on 03700 100 222
(UK-wide rate charged at no more than 01/02 geographic numbers; calls may be recorded for training) - or write to BBC Complaints, P0 Box 1922, Glasgow G2 3WT
If you prefer to write directly to the programme, channel or division responsible your complaint will be handled in the same way. You can also complain to the broadcasting regulator Ofcom about editorial standards in radio and television broadcasts (but not online items or the World Service). Ofcom takes complaints about BBC issues except impartiality, inaccuracy and some commercial issues which remain the responsibility of the BBC Trust. Visit the Ofcom website to read about its remit and how to complain.
We monitor and report in public on the complaints we receive and learn from them to improve our programmes and services.
Stage 1: What happens first when I make a complaint?
- We aim to reply to you within 10 working days depending on the nature of your complaint. We also publish public responses to significant issues of wide audience concern on this website.
- If we have made a mistake we will apologise and take action to stop it happening again.
- If you are dissatisfied with our first response, please contact the person who replied explaining why and requesting a further response to the complaint.
Stage 2: If I'm not satisfied with this second reply, what can I do next?
- If you consider that the second response you received still does not address your complaint, we will advise you how to take the matter further to this next stage. You should normally do this within 20 working days
- If it is about a specific item which you believe has breached BBC editorial standards and it was broadcast or published by the BBC, it will normally be referred to the Editorial Complaints Unit. The Unit will independently investigate your complaint (normally in writing), decide if it is justified and, if so, ensure that the BBC takes appropriate action in response.
- Other complaints at this stage will normally be referred to management in the division responsible. For full details of the BBC’s complaints processes please visit the BBC Trust website.
Stage 3: If I still think the BBC has got it wrong what can I do?
- The BBC Trust ensures complaints are properly handled by the BBC and that the complaints process reflects best practice and opportunities for learning.
- Within 20 working days of your response at Stage 2, you may ask the BBC Trust to consider an appeal against the finding. If the BBC Trust upholds an appeal it expects management to take account of its findings.
- You can write to the BBC Trust at 180 Great Portland Street, London W1W 5QZ. Full details of the complaints and appeals processes are on the BBC Trust website.
We aim to treat every complainant with respect and in return expect equal consideration to be shown to our staff who handle complaints.
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