BBC Russian

How to complain: Please read these instructions carefully before submitting information to Ofcom.

If you want to complain about a programme you’ve watched on a video on demand service, please use this form. The rules video on demand providers must follow are different to the rules for television and radio broadcasters. You should read the rules before making a complaint.

If you want to complain about advertising on an on demand service, you should contact the Advertising Standards Authority.

Please note that Ofcom will not normally consider a complaint about a programme on a video on demand service unless you have complained to the video on demand service provider first. You can find providers’ contact details on our website. However, you can complain to Ofcom first if the video on demand service isn’t on the list, or you are concerned about a programme containing material in which there is a risk of ongoing harm under the following rules for video on demand providers:

Harmful Material: Material Likely to Incite Hatred (Rule 10);
Harmful Material: Prohibited Material (Rule 11); or
Harmful Material: Protection of Under-18s (Specially Restricted Material) (Rule 12).

You can also complain to Ofcom first if your complaint is about accessibility, including subtitles, audio description or signing.

If you have already complained to the video on demand provider, you can use this form to complain to Ofcom if:

you are not satisfied with the response;
you have not received an acknowledgment from the provider within 10 working days; or
you have received an acknowledgment from the provider but have not received a full response within 20 working days.

Please do this promptly so that Ofcom can request the programme from the provider.

Service details

On which video on demand service did you view the programme?*

Please provide the website address for where you viewed the programme (if applicable)

Have you contacted the video on demand provider directly about this issue?*

Yes

If you have already contacted the video on demand provider about this issue what was the outcome of your complaint? (please use 1500 characters or fewer)

If you have already contacted the video on demand provider about this issue when was the last contact you had from the service provider?

Attachments

Please attach any correspondence you have received from the service provider. You may also attach any other information you consider to be relevant to your complaint.

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Once you have attached all of your documents, please check you have completed all fields correctly before clicking Submit.

Programme details

Programme title*

On what date did you download or stream the programme?*

Your complaint

Subject* (please use 255 characters or fewer)

Description* (please use 1500 characters or fewer)

Your details

Title*

Forename*

Surname*

Postcode*

Email address*

Confirm email address*

Data protection

We use the information you provide to enable us to carry out our duties to handle and resolve complaints under the Communications Act 2003.

We will not hold your personal data for longer than is necessary for the performance of our functions.

Please see Ofcom’s General Privacy Statement for further information about how Ofcom handles your personal information and your corresponding rights.

We will keep your information confidential and will not disclose it to third parties, except where we are required to do so by law or it is necessary for us to do so in order to consider your complaint.

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