Broadcast Complaints Procedure

Purpose

This procedure sets out how Towerblock Radio CIC handles complaints specifically about broadcast content, ensuring compliance with editorial standards and regulatory expectations.

Scope

This procedure applies to complaints about content broadcast on Towerblock Radio CIC, including live shows, pre-recorded content, podcasts and social media content.

Definitions

• Broadcast complaint means a complaint about content that has been broadcast, including concerns about accuracy, fairness, harm, offence, or breach of editorial standards.
• Ofcom means the Office of Communications, the UK's communications regulator.

Responsibilities

The Programming Lead investigates broadcast complaints. The board reviews serious complaints. All staff cooperate with the investigation process.

Policy Statement

Towerblock Radio CIC takes broadcast complaints seriously, investigates them promptly and fairly, and takes action to address any identified failings.

Detailed Procedures

How to complain

Complaints about broadcast content should be sent to hello@towerblock.radio with:

• The complainant's name and contact details.
• The date and time of the broadcast.
• The show or presenter involved.
• What the complaint is about.
• What outcome is sought.

Acknowledgement

Complaints will be acknowledged within seven days.

Investigation

• The Programming Lead reviews the complaint.
• If the complaint is about the Programming Lead, it is referred to the board chair.
• Relevant recordings, logs and notes are reviewed.
• The presenter or contributor involved may be asked to comment.
• The investigation aims to be completed within 28 days.

Possible outcomes

• Explanation of the content or context.
• Apology.
• Correction or clarification on air.
• Removal of content from archives or platforms.
• Warning to the presenter or contributor.
• Training.
• Suspension or removal of the presenter or contributor.
• Policy or procedure change.
• Referral to another policy or authority.
• No further action if the complaint is not upheld.

Escalation

If the complainant is not satisfied with the response, they may request a review by the board. The board's decision is final.

Ofcom

If Towerblock Radio CIC becomes subject to Ofcom regulation, complainants may also have the right to complain to Ofcom directly. Towerblock Radio CIC will cooperate with any Ofcom investigation.

Record keeping

Records of broadcast complaints, investigations and outcomes are retained for six years.

Reporting Process

The board receives a summary of broadcast complaints at each meeting.

Compliance Requirements

• Ofcom Broadcasting Code (where applicable).
• Communications Act 2003.
• Equality Act 2010.

Monitoring

The board reviews broadcast complaints and trends annually.

Review Cycle

This procedure shall be reviewed annually.

Version Number

Version 1.0

Approval Section

Approved by: Towerblock Radio CIC Board Date: July 2026 Next review: July 2027

Related Policies

• Editorial Standards Policy
• Complaints Policy
• Code of Conduct for DJs
• Live Broadcast Policy

Website URL slug

/policies/broadcast-complaints-procedure

Meta Title

Broadcast Complaints Procedure | Towerblock Radio

Meta Description

Towerblock Radio CIC's broadcast complaints procedure covering how to complain, investigation, outcomes, escalation and Ofcom, for complaints about broadcast content.

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Broadcasting

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broadcast complaints, Ofcom, editorial standards, investigation, complaints procedure, broadcast content