Conclusion on the draft BBC Complaints Framework and Associated Procedures consultation

The Framework sets out the BBC’s procedures for handling different types of complaints, from editorial to regulatory, so that everyone who wants to make a complaint - whether as an individual or on behalf of an organisation - knows what to expect.

Following a consultation the BBC has now finalised and published the BBC’s Complaints Framework setting out the BBC’s procedures for handling different types of complaint.

In April 2017 the BBC published an interim Complaints Framework to reflect the new governance and regulatory arrangements that came into effect in April 2017. Under these arrangements, the BBC Board has oversight of the complaints process and Ofcom is the independent regulator for most types of BBC complaints.

In July 2017, as required by the Charter, the BBC opened a consultation on the Framework. This consultation closed on 16 August 2017.

Following that consultation we have now finalised and published the Complaints Framework, which can be found on the BBC’s complaints website

The Framework sets out the BBC’s procedures for handling different types of complaints, from editorial to regulatory, so that everyone who wants to make a complaint - whether as an individual or on behalf of an organisation - knows what to expect.

We have also published a summary of the comments we received in the consultation, our response to those comments, and the amendments we have made to the complaints framework as a result which can be found below. 

Organisational responses to the consultation, where permission has been given, have been published below. The BBC does not publish individual responses.

Complaints Framework consultation conclusions

Responses from organisations

Responses from organisations to the consultation, where permission has been given to publish:

Consultation (now closed)

This consultation was open from Monday 10 July to Wednesday 16 August 2017 and is now closed.