Making a complaint

There are more than 25.8 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 Director of Revenue Management for the BBC, you can refer it to an independent dispute resolution scheme.

Dispute Resolution Ombudsman, which is independent of the BBC, has been chosen by the BBC to review TV Licensing complaints where we have been unable to resolve it directly with the complainant. Having exhausted the BBC’s complaints procedure, you are now able to refer your case to the Ombudsman for their consideration. Below are the contact details you will need;

Dispute Resolution Ombudsman
Premier House
1-5 Argyle Way
Stevenage
Herts
SG1 2AD

www.disputeresolutionombudsman.org
0333 241 3209

This is a free service, with complainants able to refer their case via the Ombudsman’s website.

Please be advised that should you choose to use their services, Dispute Resolution Ombudsman will ask you for personal information to enable them to investigate your complaint. Dispute Resolution Ombudsman will also ask the BBC for personal information relating to your complaint, if appropriate any telephone recordings held.

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


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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