Introduction

At Radio Midlands, we are committed to upholding the highest standards of broadcasting and customer service. We understand that there may be instances where our content or services do not meet your expectations, and we are dedicated to addressing your concerns promptly and effectively. This policy outlines the procedures for submitting a complaint, how complaints will be handled, and our commitment to regulatory compliance, including GDPR.

Contact Information

If you wish to make a complaint, please contact us using the following details:

• DSL Lead: Steven Smith
• Email: safeguarding@radiomidlands.com
• Website: www.radiomidlands.com

General Complaints Procedure

1. Submitting a Complaint
   • Complaints can be submitted via email, post, or through the contact form available on our website.
   • Please include comprehensive details of your complaint, such as the nature of the issue, relevant dates, times, and any supporting evidence. Providing as much detail as possible will help us to address your complaint more effectively.
2. Acknowledgment of Complaints
   • We will acknowledge receipt of your complaint within five (5) working days.
   • Your complaint will be directed to the relevant department for review, and you will be informed of the person handling your complaint.
3. Investigation Process
   • An impartial investigation will be conducted by a senior member of staff.
   • We may contact you to obtain further information or clarification regarding your complaint.
   • During the investigation, all relevant evidence and documentation will be reviewed to ensure a thorough understanding of the issue.
4. Resolution and Response
   • We aim to resolve all complaints within twenty-eight (28) days of receipt.
   • You will receive a formal written response outlining the findings of our investigation, any actions taken to address your concerns, and any measures implemented to prevent similar issues in the future.
5. Appeal Process
   • If you are dissatisfied with the outcome, you may request a review by a different senior member of staff.
   • The appeal process will be concluded within an additional fourteen (14) days.
   • We are committed to ensuring that all complaints are handled in a fair, transparent, and impartial manner.

Advertising Complaints

If your complaint concerns an advertisement broadcast by Radio Midlands, please follow the general complaints procedure outlined above. Additionally, if you are not satisfied with our resolution, you may escalate your complaint to the Advertising Standards Authority (ASA):

Advertising Standards Authority Contact: ASA Website

GDPR Compliance

Radio Midlands is committed to protecting the personal data of our listeners and ensuring compliance with the General Data Protection Regulation (GDPR). If your complaint involves a data protection issue, it will be handled in accordance with our data protection policy.

1. Data Protection Officer (DPO) Contact
   • Email: safeguarding@radiomidlands.com
2. Handling Data Protection Complaints
   • Complaints regarding the handling of personal data will be addressed promptly and in accordance with GDPR.
   • We will notify you of any data breaches involving your personal information within seventy-two (72) hours of detection.
3. Your Rights Under GDPR
   • You have the right to access, rectify, or request the deletion of your personal data. Any such requests should be directed to our DPO.
   • You also have the right to restrict the processing of your data and to object to its processing under certain conditions.
4. Data Breaches
   • In the event of a data breach, we will take immediate steps to mitigate any potential harm and notify affected individuals and relevant authorities as required by law.

Safeguarding Complaints

Complaints related to safeguarding will be treated with the highest priority and confidentiality. These complaints are managed by our DSL Lead, Steven Smith. Please contact him directly at safeguarding@radiomidlands.com for any safeguarding concerns.

1. Safeguarding Procedures
   • All safeguarding complaints will be investigated promptly and thoroughly.
   • Appropriate actions will be taken to ensure the safety and well-being of individuals involved.
2. Confidentiality
   • All information related to safeguarding complaints will be treated with the utmost confidentiality and shared only with relevant parties as necessary.

Further Assistance

If you remain dissatisfied with our response, you may seek further assistance from the relevant regulatory bodies or authorities. We are committed to ensuring that all complaints are resolved in a fair, efficient, and transparent manner.

Conclusion

At Radio Midlands, we value our listeners and their feedback. Your complaints and suggestions are essential to our continuous improvement. We appreciate your cooperation and thank you for helping us maintain the highest standards of broadcasting and customer service.

Review and Monitoring

This Complaints Policy will be reviewed regularly to ensure its effectiveness and compliance with relevant laws and regulations. We welcome any feedback on this policy to help us improve our processes and services.

OFCOM and Pirate Radio

In the event that you encounter any issues with pirate radio stations interfering with our broadcasts, we encourage you to report these incidents to OFCOM, the UK’s communications regulator. OFCOM is responsible for enforcing actions against illegal broadcasters to mitigate interference and remove unauthorized radio stations.

You may report pirate radio activity by completing OFCOM’s online Pirate Radio Report Form or by contacting them directly. For comprehensive information on reporting procedures and regulations, please visit https://www.ofcom.org.uk/make-a-complaint/complain-about-wireless-interference/illegal-broadcasting-pirates/