Complaints about Programmes
Viewer Enquiries respond to the vast majority of calls, emails and letters of complaint about programmes but commissioning editors bear primary responsibility for answering letters of complaint about their programmes where they raise significant, unusual, complex or otherwise sensitive issues. Replies should be reasonably prompt, duly courteous and appropriate to the issues raised
If a complaint raises legal, compliance or ethical issues (including those involving viewer trust) they must be discussed with a programme lawyer in the legal & compliance department before reply and referred-up as appropriate. The Viewers' Editor should be consulted where necessary and will assist in accountability where there is a significant reaction to a programme - before or after broadcast - on web sites or forums.