We appreciate that, with such a large customer base of more than 25 million people, sometimes things go wrong. We rely on feedback from our customers to try to put things right, and we aim to do this quickly and efficiently.
We aim to fully respond to 99.9% of complaints within eight working days. Our reply should clearly demonstrate that your complaint has been understood, reassure you that the matter has been taken seriously, and show that steps have been taken to address the problem. Sometimes it is in the interests of the licence fee payers as a whole to retain current processes. Where this is the case it will be explained.
We hope that TV Licensing can resolve your concerns first time every time.
If you are not happy with the reply you receive from the Customers Relations team, or you don't think that your concerns have been addressed, you can escalate the matter to the Operations Director at the address above. The Operations Director will review your original complaint and the response to it, and ensure that the matter has been investigated appropriately. They will write to you with their findings.
The escalation process is in place to ensure that you get a fair hearing and all correspondence will go through all stages of this escalation process.
In most cases, TV Licensing will resolve the matter with you. However, the BBC is responsible for the actions and activities of TV Licensing. So, if you are not happy with the reply you receive from the TV Licensing Operations Director, you should escalate the matter to the BBC Head of Revenue Management at the address below. They will review all correspondence relating to the matter and write to you with their findings within ten working days.
Head of Revenue Management
BBC TV Licensing
Room 4436
BBC White City
201 Wood Lane
London W12 7TS
The BBC will register your complaint and contact TV Licensing to ask them to explain the steps taken. The issues will be reviewed from an independent standpoint to decide whether these steps are sufficient and whether TV Licensing has acted appropriately.
If you are unhappy with the response you receive, you can then raise your concerns with a member of the BBC's Executive Board responsible for licence fee collection. If they believe that TV Licensing and the Head of Revenue Management have not dealt with your complaint properly, they will carry out a review. However, the Executive Board member will not normally step in if you are just unhappy with the decision.
