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      How to write a complaint and where to send it

      When you complain about subtitles, you're helping broadcasters to improve their services for people with hearing loss.

      Feedback helps broadcasters to improve their services, so it's worth taking the time to tell them if you experience problems. For example, complaints about background noise have led to broadcasters re-editing the remaining programmes in a series.

      Follow these guidelines to ensure your complaint has the most impact:

      • Include the name of the programme, date, time and the name of the TV service you use, such as Freeview, FreeSat, Sky, BT TV, Virgin Media, YouView. State the make and model of your equipment, including your TV and any set top box (for example, Sony or Panasonic).

      • Summarise your complaint (such as, “I was unable to access subtitles on the video-on-demand services.” OR, “the subtitles were substantially delayed, which meant that I couldn't follow the programme”).

      • Request a response.

      If you're not satisfied with the response, let other people know through our online forum and ask them to complain too. Large numbers of complaints really do trigger a positive response.

      Who to contact

      We've included a list of contact details to help you find out where to send your feeback.

      Broadcasters

      BBC
      BBC Complaints
      PO Box 1922
      Darlington DL3 0UR
      Telephone 0370 010 0222
      Textphone 0370 010 0212
      Website www.bbc.co.uk/complaints

      ITV
      Telephone 0344 88 14150 (option four) Mon to Fri, 9am-7pm, Sat, 10am-7pm
      Email viewerservices@itv.com
      Website www.itv.com/contactus

      Channel 4
      Channel 4 Enquiries
      PO Box 1058
      Belfast BT1 9DU
      Telephone 0345 076 0191 Mon to Fri, 9am – 9pm, Sat/Sun, 10am – 7pm, Bank /public holidays 10am-6pm
      Website www.channel4.com/4viewers/contact-us

      Channel 5
      Viewer Enquiries
      Channel 5
      17-29 Hawley Crescent
      London NW1 8TT
      Telephone 020 3580 3600 or 0345 705 0505 Mon toThurs, 9am-6pm, Sat, 9am-5pm
      Website help.channel5.com/hc/en-gb/articles/200830651-How-do-I-contact-Channel-5-Customer-Services


      S4C
      S4C complaints
      Parc Ty Glas
      Llanishen
      Cardiff CF14 5DU
      Telephone 0370 600 4141
      Textphone 01766 514410
      Website www.s4c.cymru/en/contact-us/page/17086/complaints-home

      STV
      STV Enquiries
      Pacific Quay
      Glasgow G51 1PQ
      Telephone 0141 300 3704, Mon to Fri, 10am-2pm
      Email enquiries@stv.tv
      Website www.stv.tv/info/contact

      UKTV (includes Yesterday, Dave, Really, Drama, Gold, Alibi, Eden, Good Food, Home, W)
      UKTV Viewer Enquiries
      PO BOX 6996
      Cardiff CF15 5DS
      Telephone 020 3752 7707
      Email viewers@uktv.co.uk
      Website corporate.uktv.co.uk/about-uktv/article/contact-us

      Freeview
      DTV Services Ltd
      27 Mortimer Street
      London W1T 3JF
      Telephone 0345 650 5050
      Email help@freeview.co.uk
      Website www.freeview.co.uk/support

      Platforms

      BT TV
      BT Correspondence Centre
      Providence Row
      Durham DH98 1BT
      Telephone 0800 800 150 (landline)
      Telephone 0330 123 4150 (mobile)
      Website bt.custhelp.com/app/contact, or for customer complaints try Live chat online every day 8am-9pm at bt.custhelp.com/app/complaints/queue_id/460

      Freesat
      PO Box 6296
      London W1A 3FF
      Telephone 0345 313 0051, Mon to Fri, 9am-8pm, Sat, 10am-2pm
      Website www.freesat.co.uk/help/contact

      Sky
      Customer Complaints
      Sky Subscriber Services Ltd
      PO Box 43
      Livingston
      West Lothian EH54 7DD
      Telephone 0344 241 0265
      Email viewerR@bskyb.com
      Website www.sky.com/help/articles/how-to-make-a-complaint

      Virgin Media
      Customer Complaints
      Virgin Media
      PO Box 333,
      Matrix Court
      Swansea SA7 9ZJ
      Telephone 150 (from your Virgin home phone or mobile) or 0345 454 1111 (any other phone) or 18001 0345 454 1111 (text relay)
      Video relay service my.virginmedia.com/customer-news/articles/Sign-Solutions.html
      Website www.virginmedia.com/contact-us.html

      YouView
      YouView TV Ltd
      3rd Floor
      10 Lower Thames Street
      London EC3R 6YT
      Telephone 0333 313 2278, Mon to Sat, 10am-8pm, Sun, 10am-5pm
      Email info@youview.com
      Website support.youview.com/useful contacts (click 'YouView Email' to complete a contact form)

      Netflix
      22 Torrington
      Place3rd Floor Suite C
      Fitzrovia
      London WC1E 7HP
      Telephone 0800 096 8879
      Website: help.netflix.com/contactus

      Amazon
      60 Holborn Viaduct
      London EC1A 2FD
      Telephone 0207 084 7911 (stay on the line to speak to an adviser)
      Website www.amazon.co.uk/gp/help/customer/contact-us (email, phone and live chat details show after you have selected options for questions one and two).

      iTunes TV
      2 Furzeground Way
      Stockley Park
      Uxbridge UB11 1BB
      Telephone 0800 107 6285
      Email contactus.uk@euro.apple.com
      Website www.apple.com/uk/contact

      TalkTalk
      Customer Relations Department
      TalkTalk Group
      P.O. Box 346
      Southampton SO30 2PW
      Telephone 0345 172 0088 or 18001 0345 172 0088 (text relay)
      Website help2.talktalk.co.uk/how-do-i-make-complaint

      NOW TV
      Sky Plc
      Grant Way
      Isleworth TW7 5QD
      Website help.nowtv.com/get-in-touch

      Blinkbox
      28 -30 Kirby St
      London EC1N 8TE
      Website support.blinkbox.com/hc/en-gb/requests/new (live chat support available)

      EE
      EE Corporate Head Office
      Everything Everywhere Ltd.
      Hatfield Business Park
      Hatfield AL10 9BWGBR
      Website: http://ee.co.uk/help/safety-and-security/my-digital-life/complaint-form

      Google Play
      Google UK Ltd
      Belgrave House
      76 Buckingham Palace Road
      London SW1W 9TQ
      Telephone 0800 328 6081
      Website support.google.com/googleplay/topic/2999726?hl=en-GB&ref_topic=2952998#contact=1 (click 'Contact us' for contact options including live chat)

      Regulators

      Ofcom
      Ofcom Complaints
      PO BOX 1285
      Warrington WA1 9GL
      Telephone 0300 123 3333 or 020 7981 3040 or 18001 01925 650744 (text relay)
      Website www.ofcom.org.uk/contact-us (video relay details available on this page)