Feedback and Complaints

Your feedback is very important to Bishop FM, and we always welcome comments and suggestions on programmes, advertising and other areas of the station.

Complaints Policy & Procedure

Our Complaints Policy

You have the right to expect to receive a high quality of service and it is our intention to deliver this. However, if for any reason you are dissatisfied with the service you have received we would encourage you to let us know. By letting us know when things go wrong, you help us to put them right.

It is our policy to deal with any complaints we receive:

  • objectively and fairly,
  • independently,
  • sensitively and respectfully, and
  • in a timely manner.

If you have a complaint about any of our services please let us know.

Our Complaints Procedure is designed to help you raise any problems, and make sure that:

  • All complaints are recorded and investigated,
  • Every effort is taken to resolve your complaint at an early stage,
  • You are kept informed at every stage, and
  • Your complaint will be dealt with in confidence.

We keep careful records of all complaints so that we can be sure that they are properly investigated. We also want to have a clear picture of the kinds of problems customers experience. This helps us to improve what is on offer.

There are various ways in which a complaint may be investigated. We will make sure that all those directly involved have a chance to comment. We will also let you know in writing who will be investigating your complaint and who we will need to talk to resolve your complaint.

Every effort will be made to resolve your complaint. We can assure you that your complaint will be treated seriously and that we will learn from the problems that you bring to our attention.

How to Contact Us

There are various ways to let us know what you think about our services, including:

By Telephone – 01388 771503.

By E-mail – feedback@bishopfm.com.

Via the Website’s Contact page.

In Writing to Company Secretary

Bishop FM (Prince Bishop Community Broadcasting Ltd),
Unit 43,
Innovation House,
26 Longfield Road,
South Church Enterprise Park,
Bishop Auckland,
County Durham,
DL14 6XB.

The Complaints Procedure

Our complaints procedure is a three stage process, as follows:

Stage 1 – Initial Contact

We recommend that you first discuss the problem with the member of staff concerned, as they may be able to put things right. If you are still unhappy, you can make a formal complaint.

When you make a formal complaint, we will ask you whether you
have talked to the relevant staff member about your complaint.

Stage 2 – Making a Formal Complaint

If after discussing the problem with the person concerned you remain dissatisfied, you can escalate your concern and make a formal complaint through any of the following routes:

By Telephone – 01388 771503.

By E-mail – feedback@bishopfm.com.

Via the Website’s Contact page.

In Writing to Company Secretary

Bishop FM (Prince Bishop Community Broadcasting Ltd),
Unit 43,
Innovation House,
26 Longfield Road,
South Church Enterprise Park,
Bishop Auckland,
County Durham,
DL14 6XB.

Please remember to include the following details to assist us to resolve your complaint swiftly:

  • Your Name
  • Your Address and Contact Details

Your details will remain confidential unless you provide your permission for us to disclose them to the relevant people. However, the source and reliability of anonymous complaints will be carefully reviewed by our Company Secretary to determine whether they appear to be discriminatory, vexatious or the investigation process is likely to be hindered by a lack of information, before we perform a detailed investigation.

We will acknowledge receipt of your complaint in writing within 3 working days from the receipt of your complaint.

We will investigate the matter(s) you have raised.

We will write to you with the outcome of your complaint within 15 working days wherever possible.

We will inform you in writing if the matter you have raised cannot be dealt with within 15 working days, including the reasons for the delay and the date by which we will respond.

For the protection of our volunteers, we reserve the right to seek legal advice if we consider a complaint to be discriminatory or vexatious.

Stage 3 – The Appeals Process

If you do not agree with the outcome of our investigation into your complaint using the above procedure and wish to appeal, you may write to the Chair at the following address:

Chair
Bishop FM (Prince Bishop Community Broadcasting Ltd),
Unit 43,
Innovation House,
26 Longfield Road,
South Church Enterprise Park,
Bishop Auckland,
County Durham,
DL14 6XB.

Stage 4 – Referral to OFCOM

If you remain dissatisfied with the outcome of your complaint, you may also refer the matter to our regulator, OFCOM at the following address:

Ofcom
Riverside House
2a Southwark Bridge Road
London
SE1 9HA

Or by telephone on:

020 7981 3040 or 0300 123 3333 (lines are open Monday to Friday from 9.00am to 5.00pm).

Or through the website at the following address: http://www.ofcom.org.uk/complain/progs/specific/.

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