TV Licensing
Making a complaint
There are 25.2 million licences in force and we aim to offer an efficient service to all our customers. When there is a problem, we rely on feedback from our customers to try to put things right as quickly as possible. Ensuring our complaints process addresses the concerns of our customers in a timely fashion is very important to us, and that is why our complaints process is ISO9000 certified.
How to make a complaint |
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| If you wish to make a complaint, please apply in writing to the relevant address below, or alternatively use our online contact us form and enter "Complaint" within your question. | |
| General complaint | Customer Relations TV Licensing Darlington DL98 1TL |
| TV Licensing payment card scheme complaint | Payment Card Customer Relations TV Licensing PO Box 181 Preston PR1 3GE |
| TV Licensing savings card scheme complaint | TSC Customer Relations TV Licensing PO Box 1101 Preston PR2 0BX |
| Programme complaints |
For BBC programme complaints please contact: If you wish to complain about programmes on other channels, please contact the relevant broadcaster directly. |
| Reception problems/ complaints |
For reception quality complaints please contact the Radio and Television Investigation Service at: Tel: 0370 901 6789 |
Our response to your complaint
We aim to respond to 80% of complaints within five working days and the remaining 20% within eight working days. We’ll show that we’ve understood your complaint and taken it seriously. We’ll also explain what steps have been taken to address the problem.
If you’re not happy with your reply |
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Stage 1: Write to the Operations Director at: TV Licensing |
The Operations Director will review your original complaint and the response to it and will ensure that the matter has been investigated appropriately. If you’re not satisfied with this reply, go to stage 2. |
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Stage 2: Write to the BBC Head of Revenue Management at: Head of Revenue Management |
The BBC will review all correspondence about your complaint and ask TV Licensing to explain the steps taken. They’ll judge if these steps were sufficient and if TV Licensing acted appropriately. The BBC aims to answer complaints within 10 working days - however, complex cases may take longer. If you’re not satisfied with this reply, go to stage 3. |
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Stage 3: Write back to the BBC Head of Revenue Management at: Head of Revenue Management |
They’ll escalate the issue to the BBC's Executive Board member responsible for licence fee collection. If the Executive Board member believes that TV Licensing and the Head of Revenue Management haven’t dealt with your complaint properly, they will carry out a review. However, they’ll not normally step in if you’re just unhappy with the decision. |
The final stage in the escalation procedure is to ask the BBC Trust if they will consider a complaint. For further details, please go to the BBC Trust website.
About us
Latest press releases
- TV Licensing launches student refund campaign
- 14/5/2013
- As students across the UK prepare for their exams, TV Licensing is reminding those moving home for the summer to claim a refund on their TV Licence, worth £36.37.
- TV Licensing marks 35 years of home recording
- 17/4/2013
- Nearly a third of UK households (29 per cent) are still using the very first ground breaking “timeshifting” TV technology – the humble VCR, TV Licensing today reported. TV Licensing marks 35 years of home recording
- TV Licensing Reveals TV Elation Across The Nation
- 15/3/2013
- We are TeleHappy: A look at the UK’s changing viewing habits from TV Licensing reveals annual viewing trends and the nation’s TeleHappiness Index.
