Complaints Procedure

1. Our Commitment

Essex Estuary Radio is committed to maintaining high broadcasting standards and complying with the Ofcom Broadcasting Code. We take listener feedback and complaints seriously and aim to resolve issues fairly, transparently and promptly.

2. What You Can Complain About

You may submit a complaint relating to:

• On-air content or programming
• Accuracy or fairness of news or discussion
• Offensive or inappropriate material
• Advertising or sponsorship content
• Website or app content
• Technical service issues
• Staff conduct or behaviour

3. How to Make a Complaint

Please email your complaint to:

alfie@essexestuaryradio.co.uk

To help us investigate quickly, please include:

• Your name (optional but helpful)
• Contact email address
• Date and time of the broadcast or issue
• Programme name or platform (radio, website, app)
• A clear description of your concern

4. What Happens Next

We aim to:

• Acknowledge your complaint within 5 working days
• Provide a full response within 10 working days

If further investigation is required, we will keep you informed.

5. Escalating Your Complaint to Ofcom

If you are not satisfied with our response, or if the issue relates to a serious breach of broadcasting standards, you may escalate your complaint to Ofcom.

Ofcom is the independent regulator for broadcasting in the UK.

You can submit a complaint to Ofcom via their official website.

Please note that Ofcom may require you to have first contacted the broadcaster directly.

6. Behaviour and Abuse

We welcome constructive feedback. Abusive, threatening or inappropriate communications may not receive a response and may be reported where necessary.

7. Privacy

Any personal data provided as part of a complaint will be handled in accordance with our Privacy Policy and UK GDPR requirements.