Written by Ellis Ian Fields
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Topics: BBC, House of Lords

Wednesday, 29 June 2011

image for BBC Complaints Procedure "Grisly" And "Absolutely Hopeless"
Where do we complain?

Procedures for complaining to the BBC are "convoluted" and "overly complicated" according to a group of peers.

The Lords communications committee says it is difficult for viewers, listeners and web users to know where to go with complaints. Their Lordships are proposing a complaints "one-stop shop".

They add that the BBC should set out a clear explanation of its complaints process on its website, so that licence fee payers knew what they could expect.

Giving evidence to the committee, former BBC chairman Lord Grade described his experience, since leaving his role, of complaining to the corporation as "grisly" due to a system he said was "absolutely hopeless."

Committee chairman Lord Inglewood said: "Ultimately, the BBC needs to be accountable to those who use and pay for it, at the same time as having the independence of its journalism, broadcasting and creativity protected from outside political interference."

A BBC spokesman said: "We hear what their Lordships are saying and we are sympathetic towards the old buffers, but they need to address their complaints to the right department.

"If they go the BBC website and follow the directions on there, they can leave their comments and maybe someone will come back to them within a couple of months.

"Alternatively they can write to the relevant department, the addresses of which are also on the web site."

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