The media regulator says 'people just don't have sufficient confidence' in the current BBC system.
The BBC has been told to make its complaints process simpler and more transparent because "people just don't have sufficient confidence in it".more than half the people who complained to the BBC reported having a bad experience using the process.
"What we think the BBC can do to help itself here is just to be clear, particularly when they don't uphold a complaint, to actually publish more about their reasoning," Dame Melanie said. "The BBC needs to understand why this is the case, and do more to address concerns arising from perceptions of its impartiality," an Ofcom statement said.
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