This document explains how to make a complaint to S4C, including a complaint about content published by S4C on any platform, and complaints about any other matters (such as S4C's compliance with the Welsh Language Standards).
Complaints about S4C Content
S4C publishes different types of content across a variety of platforms – which include the programmes broadcast on our linear service, on on-demand services, messages by S4C on social media, and that which is published by S4C's news service.
Any complaints relating to content will be considered by S4C in accordance with the complaints process set out below under 'Complaints about S4C Content'. In exceptional circumstances, where it is not practical to follow this procedure, S4C will have the right to vary the procedure. In such instances, S4C will notify the complainant, outlining the reason for doing so.
In some cases, complaints can also be submitted to specific regulators. S4C encourages complainants to contact S4C to lodge their complaints. If you contact S4C first, this does not affect your right to refer your complaint to relevant regulators at any time.
Ofcom
The S4C Board is responsible for the provision of S4C's linear television service and ensuring that the channel's content complies with relevant requirements including the Ofcom Broadcasting Code. The Code is available on Ofcom's website, https://www.ofcom.org.uk/tv-radio-and-on-demand/broadcast-codes/broadcast-code.
S4C's on-demand programme services are required to comply with the relevant statutory editorial rules. The editorial rules are set out on Ofcom's web site, https://www.ofcom.org.uk/__data/assets/pdf_file/0029/229358/ODPS-Rules-and-Guidance.pdf.
As well as submitting a complaint to S4C, complainants may also submit complaints regarding the:
can be submitted to Ofcom directly: Ofcom, Riverside House, 2a Southwark Bridge Road, London SE1 9HA (www.ofcom.org.uk).
The Advertising Standards Authority
In relation to the content of advertisements broadcast on S4C or S4C's on-demand service, as well as submitting a complaint to S4C, you can complain to the Advertising Standards Authority (the "ASA"), Mid City Place, 71 High Holborn, London WC1V 6QT (www.asa.org.uk).
Other Complaints
Any complaints which do not relate to S4C contents – including complaints in relation to S4C's compliance or non-compliance in respect of the Welsh Language Standards – will be considered in accordance with the complaints process set out below under 'Other Complaints'.
Staff Training
Relevant S4C staff will receive appropriate training (on starting their job with S4C and periodically thereafter) in order to deal with any complaints received by S4C effectively and in accordance with this policy.
How to complain?
Anyone may make a complaint about S4C by contacting the Viewers' Hotline. This can be done as follows:
The Hotline needs to receive any complaint about content within 20 days of the broadcast, or within 20 days of the last date on which the content is available to the public on a platform managed by S4C. S4C will not be able to consider a complaint received later than this unless there are exceptional circumstances, or there is a valid reason for the delay. It will be for S4C officials to decide, having considered the circumstances, whether to accept or reject a late complaint.
For any other complaint, the Hotline should receive the complaint within 20 days of the circumstance or the failing in relation to which the complaint is made.
When submitting a complaint the details requested on the complaints form (available on the S4C website: https://www.s4c.cymru/en/contact-us/page/17087/make-a-complaint/) need to be provided. S4C does not consider anonymous complaints. In addition, the complainant needs to provide full contact details.
Complainants may ask that their name and contact details are kept confidential but this must be requested at the outset when the complaint is first made. A complainant's details cannot be kept confidential in the case of a complaint relating to fairness or privacy where the details of the complaint will have to be discussed with the production company or (in the case of programmes broadcast by BBC Cymru) the BBC.
All of those involved with a complaint are expected to treat each other with respect. If a complainant uses inappropriate, obscene or aggressive language, we may ask for the complaint to be reworded before we consider it. If the complainant is unwilling to do this, we may refuse to deal with the complaint.
Complaints about S4C Content
Stage 1: After receiving the complaint, S4C will acknowledge receipt thereof within 5 working days. We will normally aim to respond to the complaint within 15 working days.
But where the complaint is more complex, where specialist input is required or where there is a need to contact a third party (such as a production company or BBC Wales), we will aim to respond to the complaint within 50 working days.
Due to their nature, complaints about fairness or privacy are likely to be more complex and to require more time for responding.
Stage 2: In cases where the complainant does not agree with the response provided during Stage 1, they may ask S4C's Chief Content Officer to consider the complaint. This request must be made within 10 working days of receiving the response under Stage 1.
The complainant needs to set out clearly in a written document why they are not satisfied with the original. response. The document should set out any points contained in the original response that need to be reconsidered.
The Chief Content Officer will normally aim to respond to the complaint within 15 working days.
Stage 3: In serious cases where the complainant does not agree with the response from the Chief Content Officer, they may appeal to Chief Executive. This appeal must be lodged within 10 working days of receiving the Chief Content Officer's response.
The Chief Executive will not need to consider every appeal received and they can consider whether there is a sufficient reason to consider a request for an appeal before making a final decision.
Stage 4: In cases where the complaint raises maters of compliance, the complainant may ask for the Board's Complaints Panel to consider further. This request must be made within 10 working days of receiving the Chief Executive's response.
The Board Secretary will acknowledge receipt of the appeal document within 5 working days.
The Complaints Panel will only consider compliance or regulatory issues, and not editorial matters.
Other Complaints
Stage 1: After receiving the complaint, S4C will acknowledge receipt thereof within 5 working days.
We will normally aim to respond to the complaint within 15 working days. But where the complaint is more complex, we will aim to respond to the complaint within 50 working days.
Stage 2: In cases where the complainant does not agree with the response provided during Stage 1, they may ask S4C's Chief Executive to consider the complaint. This request must be made within 10 working days of receiving the response under Stage 1.
The complainant needs to set out clearly in a written document why they are not satisfied with the original. response. The document should set out any points contained in the original response that need to be reconsidered.
The Chief Executive will normally aim to respond to the complaint within 15 working days.
Stage 3: In serious cases where the complainant does not agree with the response from S4C officials, they may appeal to the Board's Complaints Panel. This request must be made within 10 working days of receiving the Chief Executive's response.
The Board Secretary will acknowledge receipt of the appeal document within 5 working days.
The complainant needs to set out clearly in a written document why they are not satisfied with the response from S4C officials.
The document should set out any points contained in the officials' response that need to be reconsidered. The Panel shall not consider any new points that were not previously submitted, unless a refusal to do so would be unfair.
The Panel will not need to consider every appeal it receives and it will be for the Panel to consider whether there is a sufficient reason to consider a request for an appeal before making a final decision.
If an appeal is upheld
Where the Panel upholds an appeal, it can:
