Viewer enquiries and complaints
Viewer enquiries received by Customer Services
Five's Customer Services will refer to the Legal and Compliance Department any enquiries received on which advice is required in order to reply or where a complaint appears to be serious. Where a significant number of complaints are received the commissioning editor and the appropriate lawyer should provide a response before any reply is sent out.
Viewer enquiries received by producers
If a producer receives any viewer enquiry they should draft a response and copy this to the commissioning editor responsible and the programme lawyer for approval.
More serious complaints or threats of legal or regulatory action
These types of contact received by Customer Services will always be referred to the Legal and Compliance Department and the relevant commissioning editor. If a producer receives a complaint from a contributor or other person involved in the programme or any allegation of infringement of a person's rights or a threat of legal or regulatory action this must be referred immediately to the Legal and Compliance Department and the relevant commissioning editor. Who will be responsible for responding will then be agreed between the producer and Five.