BBC told to raise its game amid fears over impartiality

THE BBC must improve its complaints procedure, Ofcom has said, as it warned that impartiality concerns must be better addressed.

The watchdog has asked for greater oversight of the broadcaster’s complaints process after delays in response and a lack of transparency.

Some viewers get so frustrated with the lengthy, complex process that they give up and when complaints about impartiality are dismissed, the BBC does not publish the reasons why.

Ofcom said: “We are now directing the BBC to change its policy and publish sufficient reasoning in cases where it decides not to uphold impartiality and due accuracy complaints.

“We are expecting the BBC to alert us at an early stage to potential serious editorial breaches. This will allow us to better scrutinise how the BBC’S complaints process is working and, if necessary, to intervene early to protect audiences. If the BBC fails to do this, we will recommend that the Government makes this a legal requirement.”

Ofcom conducted a review into the corporation. Dame Melanie Dawes, Ofcom chief executive, said: “Viewers and listeners tell us they aren’t happy with how the BBC handles complaints, and it needs to address widespread perceptions about its impartiality.”

Ofcom surveyed 2,000 people, some of whom had complained to the BBC in the past. It also did a “mystery shopper” exercise, telling 50 people to submit a complaint and track its progress.

Ofcom noted: “Respondents were not clear about the BBC’S process and were concerned about the time taken to respond as well as the tone and detail of the responses.”

The BBC said: “Like any organisation we work to make continuing improvements, which is why we published a 10-point plan on impartiality and editorial standards last year.”