At Portobello Radio, we handle complaints against the station’s streaming content, social media output, guests, presenters and staff in a similar way to the UK’s Office of Communications (OFCOM). We are not governed by OFCOM, but hold our policies in line with their guidance.
You can raise a complaint by the following methods:
email: complaints@portobelloradio.com
Address: Portobello Radio, 242 Acklam Road, London, W10 5JJ
Please read our Complaints Procedure Policy before submitting a complaint:
Complaints Procedure Policy:
1. Purpose
This policy outlines the procedures for handling complaints made against Portobello Radio C.I.C, an internet streaming radio station. We are committed to providing high-quality content and service. We take all complaints seriously and aim to resolve them fairly, efficiently, and promptly.
2. Scope
This policy applies to:
- Listeners
- Contributors
- Guests
- Partners
- Members of the public
Complaints may relate to:
- Broadcast content
- Technical issues
- Conduct of station staff or volunteers
- Breach of broadcasting codes or legal requirements
3. How to Make a Complaint
Complaints must be submitted in writing and include:
- Full name and contact details
- Date and time of the incident or broadcast
- Details of the complaint
- Any supporting evidence (e.g., recordings, screenshots)
Submit complaints to:
Email: complaints@portobelloradio.com
Postal Address: Portobello Radio, 242 Acklam Road, London, W10 5JJ
4. Acknowledgement
We will acknowledge receipt of your complaint within 5 working days.
5. Investigation
All complaints will be reviewed by the Complaints Officer or a designated member of management. The investigation may include:
- Reviewing the relevant broadcast or incident
- Speaking with relevant staff or volunteers
- Consulting station policies and any applicable broadcasting regulations
6. Response Time
We aim to provide a full response within 20 working days of receipt of the complaint. If more time is needed, we will inform you of the reason and an expected timeline.
7. Outcome
The outcome of a complaint may include:
- A formal apology
- Corrective action (e.g., retraction or clarification on air)
- Disciplinary action (if applicable)
- Referral to an external regulator (if required)
8. Appeals Process
If you are not satisfied with the response, you may request a review within 10 working days of receiving the outcome. The review will be carried out by a senior manager not previously involved in the complaint.
9. External Complaints
If the complaint concerns a breach of broadcasting standards or regulations, you may also contact the relevant authority in your country (e.g., Ofcom in the UK, FCC in the USA, ACMA in Australia).
10. Confidentiality
All complaints will be handled with discretion. Personal information will be protected in accordance with our Privacy Policy and relevant data protection laws.
11. Policy Review
This policy will be reviewed annually and updated as necessary.
Last updated: 13 May 2025