Making a complaint

There are 25.5 million licences in force and we aim to offer an efficient service to all our customers. When there is a problem, we rely on feedback from our customers to try to put things right as quickly as possible. Ensuring our complaints process addresses the concerns of our customers in a timely fashion is very important to us, and that is why our complaints process is ISO9000 certified.

How to make a complaint

If you wish to make a complaint, please apply in writing to the relevant address below, or alternatively use our Contact us form (in step 2 of the form click the 'Contact us' button at the bottom) and enter "Complaint" within your question.

General complaint

Customer Relations
TV Licensing
Darlington
DL98 1TL

TV Licensing payment card scheme complaint

Payment Card Customer Relations
TV Licensing
Darlington
DL98 1TL

TV Licensing savings card scheme complaint

TSC Customer Relations
TV Licensing
Darlington
DL98 1TL

Programme complaints

For BBC programme complaints please contact:

BBC Complaints
PO Box 1922
Darlington
DL3 0UR

www.bbc.co.uk/complaints

Tel: 03700 100 222

If you wish to complain about programmes on other channels, please contact the relevant broadcaster directly.

Reception problems/complaints

For reception quality complaints please contact the Radio and Television Investigation Service at:

RTIS
PO Box 1922
Darlington
DL3 0UR

Tel: 0370 901 6789

Website: www.radioandtvhelp.co.uk


If you’re not happy with your reply

Stage 1: Write to the Operations Director at:

TV Licensing
Darlington
DL98 1TL

The Operations Director will review your original complaint and the response to it and will ensure that the matter has been investigated appropriately.

If you’re not satisfied with this reply, go to stage 2.

Stage 2: Write to the BBC Head of Revenue Management at:

Head of Revenue Management
BBC TV Licensing
1st Floor, The Lighthouse
BBC White City
201 Wood Lane
London
W12 7TQ

The BBC will review all correspondence about your complaint and ask TV Licensing to explain the steps taken. They’ll judge if these steps were sufficient and if TV Licensing acted appropriately.

The BBC aims to answer complaints within 20 working days - however, complex cases may take longer.

If you’re not satisfied with this reply, go to stage 3.

Stage 3: Write back to the BBC Head of Revenue Management at:

Head of Revenue Management
BBC TV Licensing
1st Floor, The Lighthouse
BBC White City
201 Wood Lane
London
W12 7TQ

They’ll escalate the issue to the BBC's Executive Board member responsible for licence fee collection.

If the Executive Board member believes that TV Licensing and the Head of Revenue Management haven’t dealt with your complaint properly, they will carry out a review. However, they’ll not normally step in if you’re just unhappy with the decision.

*Calls to our 0300 numbers cost no more than a national rate call to an 01 or 02 number, whether from a mobile or landline. If you get inclusive minutes with your mobile, calls to an 0300 number will be included.

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