What to expect
We circulate your complaint in full with all the other reaction we receive overnight for producers and managers to read and consider. Please complain centrally in writing or we can鈥檛 guarantee you a reply. We investigate possible breaches of standards but won鈥檛 reply in detail to views and other comments.听
People鈥檚 opinions about our work vary widely but this may not imply a breach of standards. For example, last-minute scheduling changes can never please everyone. So our reply may not always be what someone may wish for, but if we are at fault we will apologise. Please read the complete 麻豆社 Complaints Framework for full details.
How does the 麻豆社 react to complaints?
We judge the issues they raise against 麻豆社 Editorial Guidelines, Ofcom鈥檚 expected standards and audience research. If we are at fault, if necessary we鈥檒l take steps to avoid it happening again. The 麻豆社鈥檚 Editorial Standards Board reviews complaints each month and reports to the 麻豆社 Board. This informs any reviews of editorial, compliance or other policies.
Does the number of complaints make a difference?
No. We鈥檙e concerned about each complaint, but what matters is whether the 麻豆社 acted wrongly. If so we apologise, if not we try to explain in our reply. If others complain about the same issue as you, our responses will be the same for efficiency. If we come under pressure from petitions, lobbies or from elsewhere we will defend our independence if necessary.
Ofcom
Please complain to the 麻豆社 first. The 麻豆社鈥檚 regulator Ofcom may later consider a complaint but only after the 麻豆社 has replied in full. If so we鈥檒l tell you how to contact Ofcom. The exception is for a complaint about alleged unfairness or infringement of privacy to you (not someone else). These can be made either to the 麻豆社 or Ofcom first, but not to both.
Misuse of the service
We will treat you with courtesy and respect and expect the same consideration to be shown to staff. If you misuse the service we may stop correspondence or prevent your future access to it.
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