Complaints framework

One of the Trust’s roles is to set the overall complaints framework and associated procedures, setting out how complaints to the BBC are handled. The framework requires that complaints must be dealt with in the first instance by the BBC’s management, with the exception of complaints about the Trust itself. The Trust’s role in this process is to consider appeals from complainants should they be dissatisfied with the responses that they have received from the BBC’s management.

Using the links below you can find details of the complaints and appeals processes for different types of complaint to the BBC as well as a link to the Trust's 2012 review of the complaints framework.

Note of 29 November 2016

The BBC’s new Charter will commence on the 1 January 2017 and the BBC Trust is expected to end on the 2 April 2017. At this point, the processes for making complaints and appeals will change (details of the new processes will be available on the BBC website on 3 April). Between 1 January and 2 April 2017, the transitional arrangements of the BBC’s new Charter establish some important changes to way complaints and appeals are handled. These changes are outlined in the relevant protocols and procedures below.