How to Complain to the BBC and Get an Editorial Response

If you’ve seen a BBC programme that you believe breached editorial standards—whether it was inaccurate, biased, or offensive—you can file a formal complaint and request a direct editorial response. This guide walks you through the official process, from submitting your complaint to escalating it if you’re not satisfied, so you can get a clear answer from the BBC.

What You’ll Need

• The programme title and broadcast date (or on-demand link)
• The specific issue you’re complaining about (e.g., inaccuracy, bias, offensiveness)
• Your contact email address (for updates and the response)
• Optional: a link to the programme on BBC iPlayer or BBC Sounds

Step-by-Step

1. Go to the BBC Complaints page. Open your browser and navigate to bbc.co.uk/complaints. This is the official portal for all complaints about BBC content, including TV, radio, and online.
2. Select “Complain about a programme or content”. On the complaints homepage, you’ll see options like “Make a complaint” and “Appeal a decision.” Click the first one to start a new complaint.
3. Choose the type of content. You’ll be asked whether your complaint is about a TV programme, radio show, online article, or another type of content. Select the one that matches what you saw.
4. Fill in the complaint form. You’ll need to provide:
   • The programme title and broadcast date (or the on-demand link)
   • The date you watched or listened to it
   • A description of the issue—be specific about what you found problematic and why it breaches BBC editorial guidelines (e.g., accuracy, impartiality, harm, or offence)
   • Your name and email address
5. Submit your complaint. Review the details, then click “Submit.” You should receive an automated acknowledgement email with a reference number. Keep this number—you’ll need it for any follow-up.
6. Wait for the first response. The BBC aims to respond to complaints within 10 working days. Their reply will either explain why they think the programme was fine or acknowledge a problem and outline any action taken.
7. If unsatisfied, request a review. If you disagree with the response, you can ask for a review by replying to the email or using the “Appeal a decision” link on the complaints page. This triggers a more senior editorial review.
8. Escalate to the Executive Complaints Unit (ECU). If the review doesn’t resolve it, you can escalate to the ECU, which is the final stage for editorial complaints. They will conduct a full investigation and issue a formal ruling.
9. Consider the BBC’s complaints process final. Once the ECU has ruled, that is the end of the BBC’s internal process. If you’re still unhappy, you can take the complaint to Ofcom (the UK communications regulator), but they only consider cases that raise significant issues under the Broadcasting Code.

Common Mistakes

• Complaining too late. The BBC normally accepts complaints within 30 days of broadcast. After that, they may not consider it, unless there’s a very good reason for the delay.
• Being vague. Saying “it was biased” without giving examples won’t get a useful response. Point to specific moments, quotes, or segments.
• Complaining to the wrong place. Complaints about scheduling or reception are handled separately—use the BBC’s general contact page for those. Editorial complaints go through the complaints portal.
• Expecting a personal apology. The BBC’s response is usually a formal explanation, not an apology. They may acknowledge a mistake but rarely apologise to individuals.
• Skipping the review stage. You can’t jump straight to the ECU; you must first ask for a review.

Tips

• Write clearly and calmly. A well-structured complaint is more likely to be taken seriously. State the facts, quote the programme, and explain why it breached the guidelines.
• Reference the BBC’s editorial guidelines. The guidelines are public—cite the specific section you think was breached (e.g., accuracy, impartiality, harm). This shows you know what you’re talking about.
• Keep a record. Save your complaint text, the reference number, and all emails. You’ll need them if you escalate.
• Use the iPlayer link. If you can, include a link to the programme on iPlayer so the reviewer can easily find the moment you’re referring to.
• Be patient. The process can take weeks, especially if it goes to the ECU. Don’t expect an instant reply.

Troubleshooting

• You don’t get an acknowledgement email. Check your spam folder. If it’s not there, try submitting again or contact the BBC complaints team via their web form.
• Your complaint is rejected as “out of remit”. Some issues, like personal disputes or complaints about presenters’ opinions that are clearly labelled as opinion, may be outside the editorial guidelines. If so, the BBC will tell you why and you can’t appeal that decision.
• The response doesn’t address your points. Reply to the email, politely asking for clarification, and restate your specific concerns. If that fails, proceed to the review stage.
• You missed the 30-day window. You can still try—the BBC may consider late complaints if there’s a good reason (e.g., you were abroad). Explain the delay clearly.
• The appeal form doesn’t work. Use the contact details in the response email to request a review manually.

Frequently Asked Questions

How long does the BBC take to respond?

They aim to respond within 10 working days. If it goes to review or the ECU, it can take several weeks.

Can I complain anonymously?

No, you must provide your name and email address. Anonymous complaints are not accepted.

What if my complaint is about a programme that aired years ago?

Complaints are normally accepted within 30 days of broadcast. Older complaints are rarely considered unless there’s a compelling reason.

Does the BBC ever change a programme based on a complaint?

Yes, if a complaint is upheld, the BBC may add a correction, edit the programme online, or issue a public clarification.

Can I complain about something I saw on BBC social media?

Yes, the same complaints process covers BBC social media accounts and online content.

What’s the difference between a complaint and a “programme information request”?

A complaint is about a potential breach of standards. A programme information request asks for factual details (e.g., why a segment was cut). Use the same portal but select the appropriate option.

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