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The complaints process and concerns about the
Help Scheme
We recognise that we sometimes get things wrong and we value your comments and feedback to help us improve our service.
Complaints about the Switchover Help Scheme are handled by the Help Scheme in the first instance and, if these are not resolved at this stage they can be passed on to the Help Scheme Management at the BBC.
We deal with all issues raised in customer complaints as quickly and effectively as possible.
In order to process your complaint we will:
- assign a member of the Customer Complaints Team to your complaint, who will take full responsibility for resolving any issues
- always contact you within 2 working days of receiving a complaint, to discuss the issues raised and agree a way forward
- always keep you informed of progress, outcomes and decisions, and try to close all complaints to your satisfaction within 15 working days
A personal service
We will:
- treat you with respect and understanding
- listen carefully and understand your needs
- be fair, helpful, polite and easy to talk to
- ensure that making a complaint will not affect any other aspect of your service from the Help Scheme
Getting it right for you
We will:
- keep our promises
- provide accurate and consistent information
- provide information that is easy to understand
- treat your enquiry in confidence and with sensitivity
Contacting us
- Call us free on 0800 40 85 900. Lines are open Monday to Sunday between 8 in the morning and 9 in the evening. Textphone users can call us free on 0800 40 85 936
- Contact us free via fax on 0800 40 86 045
- Email concerns@helpscheme.co.uk
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Adrian Stobbart, Central Support and Feedback Manager
Freepost
Switchover Help Scheme(No stamp needed)