How Ofcom deals with complaints about programmes on video-on-demand services

18 December 2015

Our detailed published procedures can be found here. We've set out below a simple summary of the process. However, please refer to our detailed procedures for full information.

If you have a complaint about editorial content (i.e. programming) on a regulated video-on-demand programme service, please contact the on-demand service provider. A list of these and how to contact them can be found here.

If you are dissatisfied with the response you receive, or you can’t find the video on demand service provider on the list, you can complain to Ofcom using our on-demand programme service complaint form.

Ofcom assesses each complaint carefully to see if our rules may have been broken. You can read more about our rules here.

If we decide the complaint doesn't raise issues warranting further investigation, we'll close the complaint and publish a record of this in our Broadcast and on-demand bulletin. The bulletin is published every fortnight and you can find it here.

In some cases we may decide a complaint raises issues warranting further investigation. We publish a list of our new investigations each week, which you can find here.

An investigation is a formal process which can take some time depending on the complexity of the issues involved.

Ofcom can also launch investigations in the absence of a complaint.

We publish the results of our investigations in our Broadcast and on-demand bulletins. We might judge that an issue is in breach, resolved or not in breach of our rules. You can explore the archive of Broadcast and on-demand bulletins here.

We hold these decisions on broadcasters' compliance records. If a broadcaster breaks the rules repeatedly, or in a way we consider to be serious, Ofcom has the legal powers to impose sanctions on them. Possible sanctions include a substantial fine or suspending an on demand programme service. You can read our previous Sanctions Decisions here.