In July 2023 the BBC commissioned a review of the effectiveness of its non-editorial complaints policies and processes, following a complaint about the alleged behaviour of Huw Edwards.
The assessment, led by BBC Group Chief Operating Officer Leigh Tavaziva, and undertaken by Deloitte under the direction of Simon Cuerden, has been completed the Beeb today announced.
Leigh Tavaziva, BBC Group Chief Operating Officer:
“I am very grateful for the diligence and care with which Deloitte have approached this review, and for their thorough analysis. I would also like to extend my thanks to the BBC staff and complainants Deloitte interviewed for their contributions. Although our existing processes and systems are, on the whole, working effectively, this review shows that we need to join them up better to ensure no matter how a non-editorial complaint comes into the BBC it is escalated swiftly, when needed, and dealt with by the right people.”
The review focuses on how non-editorial complaints can be raised with the Corporation and the processes by which they are then escalated and managed. The review identifies enhancements to their processes which the BBC states they ‘accept in full’, and add that several of these suggested processes have already been put into practice.
The review has been comprehensive and far-reaching, the Beeb has said, and the assessment has considered both the processes and systems for non-editorial complaints received by the BBC from external parties and those which are internally generated.
While Deloitte found evidence of documented policies and procedures and experienced individuals with the capability to investigate the most serious and complex non-editorial complaints, the review shows a clear need for greater consistency across the BBC in how these complaints are processed.
In conclusion, the review ultimately considered that the BBC’s process for non-editorial complaints would be enhanced by the actions identified in the BBC’s management action plan published today. Critically this includes the establishment of a framework of overarching processes and procedures, which is subject to strategic oversight and leadership.
Leigh Tavaziva, BBC Group Chief Operating Officer:
“Where the review identifies process improvements we accept those in full, and we are delivering on an action plan with a number of enhancements already in place. The report identifies specific process shortcomings in the presenter case. The initial complaint in this case was not escalated quickly enough to senior management and we have apologised to the complainant for this.”
Enhancements to the non-editorial complaints process that have already been actioned the BBC note are: 1 – an escalation mechanism for serious non-editorial complaints from any route with oversight by a Specialist Case Management Framework (SCMF). 2 – an executive sponsor for the SCMF Uzair Qadeer, Chief People Officer. 3 – the development of an improved process to select hearing managers, and to pilot new ways to help resolve staff concerns before they become formal complaints (grievances).
Further improvements recommended and planned to be introduced to the Corporation’s processes include a greater consistency across teams in how non-editorial complaints are dealt with, regardless of the route by which they are received and then reviewed. Also better use of technology to manage non-editorial complaints and work to ensure there is a complete picture of all cases across teams dealing with them as well as work to ensure sufficient resources across specialist teams dealing with non-editorial complaints, to manage the workload promptly without impacting on staff welfare.
BBC Board oversight of the work was provided by Sir Nick Serota, Senior Independent Director of the Corporation. Huw Edwards hasn’t been on air since last summer following allegations he behaved inaptly. He is currently seeking medical care for his mental state and remains on full BBC pay.
