Image Radio – Hampshire
Complaints Policy – PLEASE NOTE WE ARE CURRENTLY WORKING ON THIS!!!
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1. Policy Statement
Image Radio – Hampshire is committed to the highest standards of broadcasting. We welcome feedback and take all complaints seriously. Our aim is to be open, fair, and prompt in dealing with any concerns raised by listeners, advertisers, or other stakeholders.
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2. Purpose
To provide a clear procedure for raising and resolving complaints. To ensure complaints are handled in such a way that we learn from them and improve our service.
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3. Scope
This policy covers complaints about:
• Broadcast content (including music, speech, news, features)
• Advertising and sponsorship
• Presenter or staff behaviour
• Broadcasting standards (e.g. balance, fairness, accuracy)
• Any breach of regulatory standards (Ofcom or other relevant bodies)
It is relevant to all employees, contractors, volunteers, presenters, and management associated with Image Radio – Hampshire.
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4. What Constitutes a Complaint
A complaint is any expression of dissatisfaction with any aspect of our content or operation. Examples include:
• Offensive or inappropriate content
• Errors of fact or misrepresentation
• Failure to follow our published editorial guidelines or applicable regulation
• Issues with advertising or commercial practices
5. How to Submit a Complaint
Complaints should be submitted in one of the following ways:
| Method | Details |
| complaints@imageradio.co.uk | |
| Postal Mail | Non Applicable |
| Phone | Non Applicable |
| Online Form | Via our website: [Website URL] |
When making a complaint, please include:
• Your name and contact details
• Date, time, & name of the programme(s) you are complaining about (if known)
• A clear description of the issue and why it concerns you
• What you believe would be a reasonable resolution
Anonymous complaints will be accepted, but they may limit our ability to investigate fully.
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6. Time Limits
• Complaints should ideally be submitted within 30 calendar days of the broadcast in question.
• We will acknowledge your complaint within 5 working days of receipt.
• We aim to provide a full response within 20 working days. If the investigation is more complex and cannot meet this timeframe, we will keep you informed of the delay and expected timeline.
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7. Investigation Procedure
1. The complaint will be logged and assigned to the Complaints Officer or equivalent senior staff member.
2. The relevant presenter(s) or staff will be asked to respond and provide information.
3. We will review the content/material in question against our internal standards, policies, and external regulatory obligations (such as Ofcom’s Broadcasting Code).
4. We may seek additional information from the complainant if necessary.
5. After review, we will reach a decision about whether the complaint is upheld, partially upheld, or not upheld, and decide on any remedial action.
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8. Possible Remedies / Outcomes
Depending on the nature of the complaint, outcomes may include:
• An apology to the complainant
• A correction, clarification, or on-air retraction
• Changes to programming policies or procedures
• Disciplinary action (if internal practices or conduct were in breach)
• Escalation to external regulator (e.g. Ofcom) if required
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9. External Recourse
If you are unsatisfied with our response, you have the right to escalate your complaint to the relevant external regulator:
• Ofcom – for breaches of the broadcasting code.
• Any other regulatory body relevant for commercial or advertising standards (if applicable).
We will provide you with full contact details and assistance to do this if required.
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10. Confidentiality & Privacy
All complaints will be treated confidentially. We will not share personal details of complainants beyond those who need to be involved in handling the complaint, unless required by law. Personal data will be handled in accordance with relevant data protection legislation (e.g. the UK GDPR).
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11. Learning & Review
• We record and analyse complaints to spot trends and identify areas for improvement.
• Staff are trained periodically on complaints handling and standards.
• This policy will be reviewed at least annually, or sooner if there are significant regulatory changes or operational requirements.