next, let s talk about complaints, because ofcom is focused on this and how bbc deals with complaints. roger, let me bring you in, you used to be senior at the bbc for many years, don t lts a complaints just come with the territory of running the bbc, and perhaps it doesn t surprise it should be on the receiving end of a few of them? yes, that s right. the bbc s size and scale means it gets complaints. i profess, when i was in the news i hated regulators and complaints processes and i thought we should just get on with it. but kevin, did you feel that way when you were an executive? yes, to be fair a little bit. i ve switched sides now. roger, carry on. yes, now i am outside of the bbc you see that accountability is really important and it is really crucial to be accountable. it is rather bad at accoutabiltiy really. the complaints process is very complicated. since i have been outside, i have made one complaint and eight and a half years, but i know the system. you just got stuck in t
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you, ofcom has only dealt with two complaints since 2019, and they didn t concern impartiality, media bias and so on. so i think the issue is lack of knowledge in the complaints process. kevin you are the one making the request, so if i google now bbc complaints, i am quite easily going to end up on a page that says what would you like to say to us? the problem is presumably not that that, but what happens afterwards ? that s entirely right. our research shows audiences can google it and find their way and really easily and quickly and they approve of that, and by the way in general they approve of bbc first is the right way to deal with complaints. however, once they get into that system they get lost, and, as roger says, it is really labyrinthine for audiences, that is what our research shows. they are not quite sure
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