The Help Scheme is now closed to new applications but customers who have received help are still eligible to raise a complaint if they wish via the following process:

Stage 1

  • We aim to acknowledge the customer's complaint within 2 working days, and in the format the customer asks for.
  • The Help Scheme will need to examine and understand fully all the issues raised. This can take up to 5 working days to complete.
  • Where the customer wishes their complaint to be taken further, the Customer Response Manager will respond within a further 10 working days.
  • In exceptional circumstances the Help Scheme Management at the BBC may make the initial response to a customer’s complaint at Stage One.

Call us free on 0800 40 85 928. Lines are open open 9am-5pm Monday to Friday (Only). Calls from mobiles may be charged depending on your network provider.
Contact us free via fax on 0800 40 86 045
Textphone users call us free on 0800 40 85 936.
Email: concerns@helpscheme.co.uk

Letter: Switchover Help Scheme Complaints, Partnership House, Regents Farm Road, Gosforth, Newcastle upon Tyne, NE3 3AF

Stage 2

  • If you are still unhappy, you can contact the Help Scheme Management at the BBC directly, or ask the Help Scheme Customer Services to pass your complaint to them.
  • We encourage customers to usually do so within 28 days of the response from the Help Scheme.
  • Help Scheme Management will review your case and let you know the findings usually within 20 days.
  • If you received a Stage One response from the Help Scheme Management a Stage Two complaint may be made to Chief Executive of the Help Scheme.

Please contact:

Complaints and Appeals Manager
Switchover Help Scheme
BBC
2nd Floor The Lighthouse

201 Wood Lane
London
W12 7TS

Email: helpschemecomplaints@bbc.co.uk

If you are unable to make your complaint in writing or have other accessibility needs, please contact the Help Scheme, call us free on 0800 40 85 928

Stage 3 - Appeals

  • Most complaints are resolved by this point.
  • If you remain dissatisfied with the response you have received from the BBC Help Scheme Management you can request an appeal to the BBC Trust.
  • The BBC Trust has appointed an Appeals Adjudicator to consider appeals. Appeals can be made in limited circumstances. Please see below*.

Please contact;

The Appeals Adjudicator
BBC Trust
180 Great Portland Street
London
W1W 5QZ

If you are unable to make your appeal in writing or have other accessibility needs please contact the BBC Trust Unit enquiries line for assistance:

Telephone: 0370 010 3100
Textphone: 0370 010 0212

*You are entitled to appeal to the Appeals Adjudicator against any decision by the Help Scheme for the following reasons:

a) Where your application for assistance has been turned down;

b) Where you have been turned down because you have not taken the appropriate steps;

c) Where you feel that you are an eligible person but the Help Scheme has argued that you are not eligible;

d) Where you feel that you are entitled to free assistance but the Help Scheme has argued that you are not entitled;

e) Where you feel that the help offered to you is not the help you need;

f) Where you are unhappy with the help you have been provided with, including the reliability of the equipment provided to you;

g) Where you are unhappy with the outcome of your complaint about the standard of service provided to you by the Help Scheme;

h) Where your request to extend the time limit to carry out an investigation of your complaint has been turned down;

i) Where an investigation of your complaint within a reasonable time, or at all, has not been carried out.

We aim to make our complaints process accessible to all, if you have any problems please call us free on 0800 40 85 928

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