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Read this: More work needed on complaints handling

Summary: 14 July 2011 Last updated at 1148 A mystery shopping exercise has revealed that the BBC is still not dealing quickly enough with letters and emails of complaint. The independent exercise, conducted in January, looked at what happens when complaints - and in 2010/2011 there were 240,000 of them - enter the system. The study found that 56 of emails received a response within the BBC's published aim of ten days. - link

More work needed on complaints handling…

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