Thank you for taking time to contact us again recently. We had referred your complaint to the relevant staff and are normally able to investigate and reply to most complaints at this stage (which is stage 1b of the complaints process) within 20 working days of receipt, or around four weeks. However this is to inform you that we believe it may now take longer than 20 working days before you receive our reply.
We apologise for this and have brought the matter to the attention of the relevant staff again. The delay in answering may be due to their unavailability or other production commitments. We therefore ask you not to contact us further in the meantime. If however it does prove necessary to do so please use our webform at
www.bbc.co.uk/complaints or write to us, quoting the case reference number we have provided.
We aim to use your licence fee as efficiently as we can, so if you have complained about the same issues as others we will send our response to you and everyone. We may also not investigate or reply in great detail if a complaint doesn’t suggest a potential breach of BBC standards, or a significant issue of general importance. This is in line with the BBC Trust’s complaints procedures which you can read at:
www.bbc.co.uk/bbctrust/governance/complaints_framework/We appreciate your continuing patience in waiting for a response and will reply as soon as possible.
Kind regardsBBC Complaints team
www.bbc.co.uk/complaints