Making a complaint
It is the role of the Trust to ensure that the BBC Executive has in place an effective, clear and fair framework to respond to complaints.
Complaints are considered by the Executive first, followed by a right of appeal to the Trust. If you have an issue about something you have seen, heard or read on the BBC, or that relates to the way the BBC operates, you should contact the BBC Executive first, as follows. There are different complaints processes depending on what your complaint is about (for example an editorial matter or a TV Licensing complaint). The right place to send your complaint can be found on the BBC’s complaints website, as below:
How to make a complaint
- Online: Make a complaint
- Phone: 03700 100 222* or 03700 100 212* (textphone) *24 hours, charged as 01/02 geographic numbers
- Post: BBC Complaints, PO Box 1922, Darlington, DL3 0UR
Editorial and general complaints - the process
For editorial and general complaints, the process has three stages, with the initial contact with the BBC called stage one.
Complainants who are unhappy when they have received their first response may ask for a further reply (stage one b).
If complainants are still unhappy following this, they can complain either to the BBC’s Editorial Complaints Unit (for editorial complaints) or the relevant area of BBC management (stage two). You can only reach this stage after stage one b is completed and your reply from the BBC will tell you who to contact in these circumstances.
From June 26 2012, complainants who receive a reply at stage one b which explains that their complaint will not be taken any further will have the right of appeal directly to the Trust.
As the final stage of the process, the Trust can take complaints on appeal following the decision at stage two (or stage one b as explained above).
You can find out more about the all the BBC’s complaints procedures and how to appeal to the Trust: How to appeal to the Trust
Findings by the Trust are normally published in a monthly bulletin but not, for example, if it will breach a complainant's privacy or commercial confidence). An on-air correction or apology may be required by the Trust for serious breaches of editorial standards. The Trust will apologise to the complainant if the complaint is upheld.
We also have a process to follow if you need to complain about the way your complaint has been handled, a member of the Trust or a member of staff of the Trust Unit: How to make a complaint about the Trust
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