Keith Jones
Head of Communications & Complaints, BBC Audience Services
Blog posts in total 6
Posts
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Complaints received by the BBC
On Saturday (21 October) the Daily Mail published an article suggesting that ‘shocking figures’ had ‘emerged’ about the number of complaints the BBC received each year. Unfortunately the article omitted some key facts that would give some context to the figures quoted.
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Have you been affected by the issues in this programme?
Twenty years after the launch of the BBC’s helplines, BBC programmes, and drama in particular, have had a significant impact in encouraging people to seek help for a wide range of problems. More than 1 million people have sought help via the BBC Action Line and its online support webpages since ...
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Handling complaints effectively
Keith Jones, Head of Communication & Complaints, BBC Audience Services, reflects on the conclusions of a BBC Trust report into the service.
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Updating the BBC Complaints website
Editors note: The new BBC Complaints website is now live. You can see it at bbc.co.uk/complaints/ Every year, the BBC receives around 1 million comments, appreciations, complaints and enquiries via the Audience Services team. It's our job in Audience Services to ensure that every comment an...
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Switching off and switching over
The switch-off of some analogue TV signals as part of the gradual switchover to digital TV came to parts of North West England this week. If you were affected you'll have been aware of all the publicity from Digital UK, who are masterminding the work for all broadcasters. Because Digital UK are...
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Reacting to reactions
Hello, I'm Keith Jones, and I am Head of Communications and Complaints in BBC Audience Services, which doesn't describe very clearly what I, or my team, do. I'm responsible for managing a large chunk of the services we provide for our audiences. We have felt for some time that we should expla...