Complaints, bullying and harassment: guidance for production companies and individuals

On this page you’ll find information about our respect at work guidance which outlines our expectations of the production companies that we work with. This covers best practice guidance, support for individuals working on a BBC production, how production companies should handle audience complaints, and complaints about the commissioning process.

Please note the information on this page is aimed at production companies and individuals working on BBC productions. If you're an audience member and would like to make a complaint or comment about the BBC you can do so via the BBC Complaints website.

Bullying and harassment: our respect at work guidance for productions

Below we outline our expectations for any production company making content for the BBC, along with our best practice guidance. The BBC supports The Creative Industries Independent Standards Authority (CIISA) standards (pdf) and expects everyone working with us to do the same.

The BBC does not tolerate any form of bullying or harassment. We are committed to providing a working environment in which the dignity of individuals is respected and action is taken against all forms of inappropriate behaviour. We extend that to the way we work with producers ourselves – as well as to the production companies making shows for us.

We include a conversation about respect in the workplace as part of our commissioning process, recorded in the programme commissioning specification and ask all producers (with the exception of radio) to report on how our policy was applied in the end of production report. 

If a company has any serious concerns* about behaviour on a production for the BBC, they should contact their BBC commissioning editor or genre director as soon as possible.

A production company working with the BBC must have its own policy addressing dignity in the workplace and should remind everyone who works for them of their obligation to contribute to a respectful workplace and explain how they can raise concerns if they see inappropriate behaviours. The policy should include company processes for making and addressing complaints. It should be shared with all members of cast and crew by the beginning of the production stage the individual is being engaged for. Producers must confirm in their programme commissioning specification that they have a respect at work policy in place. See the useful resources section below for organisations that provide suggested templates for this policy.

The BBC expects the following best practice steps to be applied on all new commissions:

• All productions must have at least one named senior safeguarding contact (larger productions may need more). This person/people must be:

- Suitably trained

- A senior member of the production team

- Clearly identified to cast and crew as someone they can approach if they have concerns

- Someone who takes responsibility for pro-actively making any adjustments in order to maintain a safe and comfortable environment

• Everyone on the production (cast and crew) must complete anti-bullying and harassment training before production starts. If your company does not already provide this – see the useful resources section below.
• Contact details for support helplines, safeguarding contacts, and whistle-blowing lines should be put on all call sheets, production information and displayed in communal areas. This should include a link to this page, which outlines the BBC’s expectations.
• Where filming involves scenes of an intimate nature – an intimacy coach must be engaged.

* Defined as: causing considerable distress for an individual; was reported to senior management within the company; criminal allegations; inappropriate behaviours such as bullying or harassment including sexual harassment; victimisation; sexual, verbal or physical abuse; abuse of power; discrimination or safeguarding issues; likely to cause reputational risk for the production and/or the BBC. Please speak to your BBC Commissioning Editor if unsure whether behaviour can be classified as a serious concern.

Support for individuals on productions

Anyone working on a production for the BBC who has any concerns or feels they have been bullied or harassed at work should raise the matter directly with the production company that has engaged them. The BBC cannot get directly involved in a complaint made to a production company, as we are not the employer.

If anyone on a production for the BBC has a concern they feel they cannot raise with their production company for one of the reasons listed below they can bring it to our attention directly via our respect at work form.

The form should be used in relation to:

• A concern about the behaviour of a BBC employee
• A concern about the behaviour of an individual on a production which goes beyond the remit of an individual production company
• A concern that is impossible to raise with a production company directly, for instance because of internal conflicts within the company

If you need to raise a concern that relates to the BBC, is broader than individual behaviour, and is more of a systemic, legal or cultural issue, you can contact the BBC Whistle-blowing line via the website (users on mobile phones should visit this site) – and the matter will be investigated as appropriate.

Individuals can also contact the Film and TV Charity 24 hour support line on 0800 054 0000 or via their website.

Useful resources

• The Creative Industries Independent Standards Authority
• ScreenSkills bullying and harassment online training
• The Whole Picture Toolkit - a step-by-step guide for creating a mentally healthy production
• PACT bullying and harassment template policy and further resources
• AudioUK anti-bullying and harassment policy template (for members)
• BFI guidance, principles and a free policy template
• Film and TV Charity resources including helpline numbers, a call-sheet template and anti-bullying posters
• Equity creating safe spaces resources
• ACAS general guidance

Audience complaints: guidance for productions

The BBC's complaints process is designed to make it easy for audiences to send complaints directly to the BBC. If complaints are not made centrally a response is not guaranteed.

Independent production companies may also receive complaints directly from viewers and therefore need to be aware of the process.

If the compliant is sent centrally to the BBC the normal practise is for Audience Services to respond to the complainant first. They'll typically consult the independent production company about the response if guidance is needed. If a complaint is made directly to the independent production company they should inform the BBC commissioning contact and provide a copy. The BBC should be informed of all complaints (rather than simply comments or suggestions).

If an independent production company responds the complaint should be answered by a senior figure involved in the production within 10 working days of receipt, in consultation with the BBC commissioner. The commissioner will forward it to be logged within the BBC. Keeping track of a complaint is vital to ensure it is answered within the required 10 working days and that complaints are learnt from and feed through into editorial processes.

Stages for handling editorial complaints

There are two levels of handling editorial complaints:

• Stage one: Handling at point of initial contact (normally by BBC Audience Services when it is centrally submitted).
• Stage two: The complainant can appeal to the Executive Complaints Unit, which is independent of the commissioning/programme making areas.

Complaints should always try to be resolved at stage one. However, advice should be sought from the BBC commissioner.

Fairness and privacy complaints

In fairness and privacy case where individuals retain all supporting material and documentation (including rushes etc) for at least 90 days after responding to the initial enquiry. Should the complainant subsequently take their case to Ofcom, the regulator can therefore request all relevant recordings and other supporting material from the broadcaster to assist their own investigations.

Note: 'fairness' covers any alleged unfair treatment of, or to, contributors in programmes. 'Infringement of privacy' covers the 'obtaining of material included in programmes' and can extend to when the relevant material is re-used in further programmes, in addition to the one for which it was originally obtained.

Fairness or privacy complaints can be made by any person or organisation affected by the programme, or by a third party authorised to make the complaint on behalf of the person or organisation affected.

Find out more about how the BBC handles audience complaints on the Contact the BBC website.

Complaints about the commissioning process

Please see the guidance on the BBC Commissioning website to find out more about raising a complaint.

Safeguarding children and vulnerable adults on a BBC production

Please see the BBC Safeguarding website for further information about working with children or vulnerable adults.

Make a complaint about a BBC programme

Please note the information on this page is aimed at production companies and individuals working on BBC content. If you're an audience member and would like to make a complaint or comment about the BBC you can do so via the Contact the BBC website.