We always do our best to meet the needs of businesses, consumers, viewers and listeners.
But sometimes things can go wrong – or we can fall short of our own high standards.
If this happens we have procedures to handle your complaints.
There is a two-stage process for you to follow if you are not satisfied with the way your complaint has been handled, or with the response that you have been given.
In the first instance, please contact the person or team that dealt with you, and discuss your concerns directly with them. They will often be in the best position to understand your situation and give you an explanation as to what has happened.
If this does not resolve your concerns, please contact the office of the Secretary to the Corporation (firstname.lastname@example.org). Please set out the grounds for your complaint as clearly and concisely as you can – and it helps if you can explain why you are dissatisfied with how your complaint has been handled, or with the response you have been given.
Every effort will be made to send a full and clear reply within 20 working days of your complaint being received. However, this is not a limit on how long it takes to resolve complaints, and the process can take longer.
If we cannot investigate your complaint fully within that time, we will let you know.
Should you remain dissatisfied with the response you have been given, you may be able to raise a complaint with the Parliamentary Ombudsman via your Member of Parliament; alternatively you may wish to take independent legal advice.
If you have a complaint about our consultation process, please read our guidelines on Ofcom consultations.
These include details of how to complain to the office of the Secretary to the Corporation (email@example.com).
The Secretary to the Corporation can only investigate complaints about how Ofcom has managed a particular consultation – for example, whether we have allowed enough time for people to respond.
They cannot investigate the substance of policy proposals. If you have a concern about specific Ofcom proposals, please contact the policy team directly.
This document gives advice to complainants (PDF, 186.1 KB) that consider they may be affected by a suspected breach of a regulatory requirement, consumer protection legislation, competition law or a competition-related condition in a broadcast licence. It also provides information for whistleblowers and guidance on making a request for Ofcom to take urgent action or impose interim measures.