Skip to main content

Your web browser is not fully supported by BBC Children in Need, so parts of the website may not function correctly.

BBC Children in Need external complaints procedure

About BBC Children in Need

BBC Children in Need is a charitable organisation that exists to change the lives of disadvantaged children and young people in the UK. The Charity’s vision is that every child in the UK has a safe, happy and secure childhood and the chance to reach their potential. We realise this vision by supporting, promoting and publicising work that addresses the challenges that children and young people face and work that builds their skills and resilience.

Outline of the Complaints Procedure:
  1. Principles of the BBC Children in Need Complaints Procedure
  2. Details regarding who can make a complaint
  3. How the procedure works (4 Stages of Escalation – Informal, Formal, Right to Appeal, Review of Complaints Process)
  4. BBC Children in Need Fundraising Promise
1) Principles of the BBC Children in Need complaints procedure

BBC Children in Need recognises the fact that receiving feedback from those it interacts with, both through compliments and complaints, is an important part developing as an organisation.

All complaints will be investigated fully and fairly.

We will endeavour to deal with complaints in confidence. However, there may be circumstances where we are unable to deal with the complaint in confidence, for example if the complaint relates to a matter which may need to be referred to the police.

If the complainant is not happy with the result of the response to the complaint, she or he will have the right to appeal.

BBC Children in Need is committed to ensuring that our customer service levels are of the highest quality. The complaints procedure enables BBC Children in Need to respond clearly and properly to complaints and to know when and why people are not satisfied.

2) Who can make a complaint?

This procedure is for members of the public who have interacted in any way with BBC Children in Need. This includes fundraisers as well as grant applicants and representatives from organisations that have received funding from BBC Children in Need.

We recognise that it may sometimes be difficult to distinguish between BBC Children in Need and the BBC. However, BBC Children in Need is a registered charity (number 802052 in England and Wales and SC039557 in Scotland) and as such has an independent complaints procedure separate to that of the BBC. For complaints relating to the BBC, complainants will be referred to the BBC’s Audience Services department.

This procedure does not cover complaints made by BBC Children in Need staff, volunteers and trustees who need to follow agreed grievance, disciplinary or other internal procedures.

3) Complaints about BBC Children in Need

If your complaint is about BBC Children in Need then there are four stages that you can go through to try and resolve the problem. You may wish to involve an advocate, friend or someone else to support you at any stage.

The Four Stages are:

Stage one (informal)

Speak to the BBC Children in Need Helpdesk or your regional or national office to try to resolve the complaint informally.

Stage two (formally registering a complaint)

If you are not satisfied with the response you have received at stage one (informal) you should then use stage two of this procedure.

1) Outline the details of your complaint by letter, email, or audio tape and send it to the Complaints Coordinator, BBC Children in Need, PO Box 649, Salford, M5 0LD or email [email protected]

Your complaint will be acknowledged by letter or email within ten working days from the date it is received. The response will provide you with the name and contact details of the person who will investigate the complaint

2) You will receive a full response to your complaint within 21 working days, in writing, from the person appointed to investigate the complaint. The response will include the following information:

  • Details of the complaint
  • The redress, if appropriate, which will be offered to you e.g. an apology, additional help or directing to other sources of advice or support
  • Any action that may be taken in light of the complaint
  • If it is not possible to provide a full answer to your complaint within 21 working days, the letter will outline reasons why and give a date by which a full answer is expected

Stage three (Appeal)

1) If you are not satisfied with the response to your complaint then outline the reasons for your dissatisfaction by letter, email, or audio tape within 7 working days.

2) The Head of Operations will write to you within 28 working days of receiving your appeal, to confirm:

  • the final decision about the complaint
  • the reason for the decision
  • the redress, if appropriate, which will be offered to you e.g. an apology, additional help or directing to other sources of advice or support
  • any action that may be taken in light of the complaint.

NB. In the event that the Head of Operations has been involved in handling the original complaint the Appeal will be handled by the Chief Operating Officer.

Stage four (review)

1) If, having received the outcome of your Appeal, you are not satisfied that BBC Children in Need has followed the process properly and dealt with your complaint fairly (e.g. if you feel you have been given insufficient opportunity to represent your view or ensuring all the relevant people are involved in the investigation), then you can outline the reasons for your dissatisfaction by letter, email, or audio tape within 21 working days of receiving the letter from the Head of Operations to request a review of the complaints handling process. This will not be a further investigation of the complaint.

2) BBC Children in Need will make arrangements for a review of the complaint-handling process, and will inform you of how this will be carried out.

3) The decision of the process review will be final. The Chief Executive Officer will communicate in writing within 28 working days of receiving your appeal:

  • whether or not the procedure has been followed properly and fairly
  • the reason for the decision
  • the redress, if appropriate, which will be offered to you e.g. an apology, additional help or directing to other sources of advice or support
  • what action may be taken in light of the review.

Time limits: In circumstances where time limits cannot be met due to unforeseen circumstances, you will be notified in writing. The reasons for the delay, with adjusted timescales, will be supplied by the person responsible for handling the complaint.

4) Fundraising Promise and Fundraising Regulator

BBC Children in Need is a registered charity, no. 802052 (England and Wales) and no. SC039557 (Scotland) and a company limited by guarantee, company no. 04723022. We are registered with the Fundraising Regulator who regulates fundraising in England, Wales and Northern Ireland. In doing so, it sets and maintains the standards for charitable fundraising and works to ensure that fundraising is respectful, open, honest and accountable. As a registered charity, we follow the Fundraising Regulator’s Code of Fundraising Practice and Fundraising Promise and comply with the key principles embodied in each.

You can find the Code here and the Promise here together with our own commitment to it here.

If you have a complaint about our fundraising, you should always try and raise it with us first. If however you are not happy with how we are dealing with your complaint or do not feel your matter has been addressed, then you can also complain to the Fundraising Regulator. You can use their online form available from their website or call 0300 999 3407. Full details of how to do so are set out here.

We benefit from unknown volunteers, and we often do not learn about many of the thousands of events which take place around the UK until we receive the money (often paid straight into the bank). We would hope that any fundraising on our behalf would adhere to the Fundraising Regulator’s Code of Fundraising Practice.

addbankCN0891 Icons for Resources - No Background calendarCN0891 Icons for Resources - No Background CN0891 Icons for Resources - No Background CN0891 Icons for Resources - No Background chevron-down chevron-lchevron-rchevron-upcommentcross>CN0891 Icons for Resources - No Background detect-locationdocumentdownloadCN0891 Icons for Resources - No Background emailembedexportfavouritefilterhelphomeinfoiphone iplayer liveCN0891 Icons for Resources - No Background more-horizontalmore-verticalphonepingitpostCN0891 Icons for Resources - No Background quote-end quote-open searchsettingssharesocial-facebook social-instagram social-linkedin CN0891 Icons for Resources - No Background social-pinterest social-twitter social-youtube sounds CN0891 Icons for Resources - No Background CN0891 Icons for Resources - No Background ticktimeCN0891 Icons for Resources - No Background puzzle-shelfAsset 1