News

BBC / Steria Complaints Procedure

By Catherine Considine

All,
At last week’s D&D meeting the need to deal with complaints about Steria via the BBC’s formal complaint process was stressed (it is the only way complaints are noted, monitored and resolved). The procedure / contact details are below:
1. BBC / Steria Complaints Procedure
Query Handling
o Call 0207 326 9760, select Contributor Payments option
o Queries can be emailed steria.bbccontributorpayments@steria.co.uk
o Queries for BBC Worldwide DVD, DTO & Audiobook payments to be emailed to royalty.response@bbc.com
o All queries will be given a unique reference number
o Queries that cannot be resolved by the first line will be referred to the process team
o The query could also be referred back to the BBC/BBC Worldwide, if the contract information is not clear
Escalation/complaints
o Queries not handled appropriately can be sent by email to steria.bbcescalations@steria.co.uk
All best,
CC