Complaints
The BBC has introduced a new process for dealing with editorial complaints. We use our online presence to provide proper reporting to the public on complaints we have received. We have strengthened our procedures to make sure it is clear how a member of the public can complain and that we properly address their concerns when they do. We will follow a new Code of Practice with a commitment to respond to complaints within ten working days of their receipt. Full details may be found on: www.bbc.co.uk/complaints/.
What counts as a complaint?
The BBC receives lots of feedback, negative and positive. We typically treat something as a complaint if it is a criticism which expects a reply and would like things to be changed.
Each area of the BBC has its own complaints lead, who ensures that the process for dealing with complaints is working properly. The complaints lead for interactive services is the Head of Editorial Affairs, New Media & Technology.