TV Licensing
Making a complaint
We serve almost 30 million households and aim to offer an efficient service to all of them. When there is a problem, we rely on feedback from our customers to try to put things right as quickly as possible.
If you wish to make a complaint, please follow the steps below.
How to make a complaint |
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| You need to write to us at the relevant address below: | |
| General complaint | Customer Relations TV Licensing Bristol BS98 1TL |
| TV Licensing payment card scheme complaint | Payment Card Customer Relations TV Licensing PO Box 181 Preston PR1 3GE |
| TV Licensing savings card scheme complaint | TSC Customer Relations TV Licensing PO Box 1101 Preston PR2 0BX |
| Programming or reception quality complaint |
TV Licensing doesn’t handle complaints about programming or reception quality. Please contact: Tel: 08700 100 222 |
Our response to your complaint
We aim to respond to 99.9% of complaints within eight working days. We’ll show that we’ve understood your complaint and taken it seriously. We’ll also explain what steps have been taken to address the problem.
If you’re not happy with your reply |
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Stage 1: Write to the Operations Director at: TV Licensing |
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. |
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Stage 2: Write to the BBC Head of Revenue Management at: Head of Revenue Management |
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. You’ll receive their findings in writing within 10 working days. If you’re not satisfied with this reply, go to stage 3. |
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Stage 3: Write back to the BBC Head of Revenue Management at: Head of Revenue Management |
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. |
About us
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