Conclusion to the consultation on amendments to the BBC’s Complaints Framework and Procedures

This consultation was open from 24 February to 3 April 2020

Following a public consultation, the BBC Board has approved the amendments to the BBC’s Complaints Framework and Procedures.

In February 2020, the BBC opened a consultation seeking feedback on a number of proposed amendments to the BBC’s Complaints Framework and Procedures. The consultation concerned changes to both Editorial and General Complaints procedures.

The changes proposed were aimed at providing greater transparency around the way in which we explain and communicate our decisions on complaints, in particular those made by the Executive Complaints Unit (ECU) which is responsible for assessing editorial complaints at stage 2 of the complaints process. We also used the consultation to update the Complaints Framework to bring it into line with Ofcom’s regulations in relation to On-Demand Programme Services (ODPS) and their guidelines for Fairness and Privacy complaints.

A summary of the feedback we received to the consultation, the BBC’s response and the changes made as a result can be found in the document published below.

The BBC Board has approved all changes and a revised Complaints Framework (Welsh version available) has been published and is effective immediately.

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

Complaints Framework amendments consultation conclusions

Responses from organisations

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

Supporting documents

This consultation was open from 24 February to 3 April 2020 and is now closed.