Making a complaint

There are more than 25.5 million licences in place and we aim to offer a good 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 and improve our services. Ensuring our complaints process addresses the concerns of our customers is very important to us, and that is why our complaints process is ISO10002 certified.

How to make a complaint

Stage 1a: 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 1b: 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
2nd Floor, Broadcast Centre
BBC White City
201 Wood Lane
London
W12 7TP

You should contact the Head of Revenue Management within 20 working days of the date on which you received the response at Stage 1b.

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 complex complaints within 35 working days.

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
2nd Floor, Broadcast Centre
BBC White City
201 Wood Lane
London
W12 7TP

The response from the Head of Revenue Management will include information on what to do if you wish to take your concerns further. The next step will vary depending on the nature of the complaint.

Your complaint may be referred by the Head of Revenue Management to either the Ombudsman or to the Editorial Complaints Unit (ECU) depending on the nature of the complaint.

If you’re not happy with your reply

Referring a complaint to the Ombudsman

If you remain dissatisfied with the handling of your complaint following a response from Pipa Doubtfire, the Head of Revenue Management for the BBC, you can refer it to an independent dispute resolution scheme Ombudsman Services: Television Licensing (OS: TL).

The Ombudsman Service, which is independent of the BBC, has been chosen by the BBC to review TV Licensing complaints where the BBC has been unable to resolve a complaint and escalation is requested by the complainant.

The Ombudsman will consider relevant complaints only if the complainant is dissatisfied with the outcome of the BBC process.

Please let Pipa Doubtfire, Head of Revenue Management for the BBC, know if you want your complaint escalated to the Ombudsman Services. The BBC will normally complete the referral within 7 working days of receipt of the request. The Ombudsman Service will acknowledge receipt within 7 working days and will provide contact details for the officer appointed to deal with your complaint. There will be no charge to you for this service.

Please be advised that should you choose to use their services, the Ombudsman Service will ask you for personal information to enable them to investigate your complaint. The Ombudsman Service will also ask the BBC for personal information relating to your complaint.

Information provided to the Ombudsman Service will be held by them and will not be shared with any other party without seeking approval from the complainant.

Head of Revenue Management
BBC TV Licensing
2nd Floor, Broadcast Centre
BBC White City
201 Wood Lane
London
W12 7TP

Referring a complaint to the Editorial Complaints Unit (ECU)

The ECU can only consider complaints about BBC policies governing the framework within which TV Licensing operates (which cannot be considered by the Ombudsman). You must contact the ECU within 20 working days of the date on which you received the response at Stage 2.

The ECU aims to answer complex complaints within 35 working days.

Where the BBC may not investigate

Your complaint may not be investigated if it is deemed to be vexatious, repetitious or if it has already been investigated previously.

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Freedom of Information Act (FOI)

Latest press releases

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As universities across the country approach the end of term, TV Licensing is reminding cash-strapped students across the UK that they may be entitled to a refund worth over £50.
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Mon Jun 11 2018
Ahead of World Cup fever this summer, TV Licensing is reminding pubs and sports clubs across the UK to check they are correctly covered by a TV Licence to avoid falling foul of a penalty.

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