Inter-company complaints guidance

Context

The BBC's code of conduct states: 'We have a set of values which people across the BBC share. They represent the expectations we have for ourselves and of each other, they guide our day-to-day decisions and the way we behave. We expect people that work for us to display these values in day to day working in dealings with colleagues, customers, suppliers, partners, and the communities we serve.'

We ask that all suppliers acquaint themselves with this code by clicking on the link here. We also expect that our suppliers and partners to operate to similar values and standards.

If an external supply partner’s employee wishes to raise a complaint about their treatment by a BBC employee we ask you to follow the process laid out in the case study below.

Scope

The outlined process should be used for bullying/harassment complaints. This guidance note applies to all those employed by our contracting companies and supply partners who provide staff resources to the BBC buildings or facilities.

Case study

The following case study has been designed to help illustrate the inter-company complaints process:

This process is based on an employee from a supplier/partner organisation e.g. “Co 123” raising a concern about a BBC employee but will also be applied when a BBC employee raises a concern about a “Co123” employee.

Where possible and appropriate to do so, “Co 123” should encourage their employee to try to resolve any issues informally with the BBC individual involved before using the process steps, as set out in this guidance document.

If this is not possible or informal resolution has already been attempted and has not worked, “Co 123” should ask their employee to put their complaint in writing and send it to their “Co 123” line manager as soon as possible after the incident.

Where a complaint is directly received into the BBC by a service supplier’s employee, the supplier will be sent the complaint for them to manage in line with this guidance document and their own internal processes.

The complaint should contain a detailed account of the incident, the date it took place, who was involved including any witnesses, and any action that may have already taken place.

The “Co 123” line manager will need to send a copy of the complaint to their own HR department, where applicable and to the designated BBC contact within their own organisation. This person will then notify their counterpart (Account Manager) at the BBC who in turn will notify the BBC Support at Work team (HR).

An investigation into the complaint will need to be coordinated by a manager from “Co 123” in a timely manner using their own policies and/or procedures. If BBC members of staff need to be spoken to as part of the investigation, the investigating Manager should seek permission from the BBC to do this by contacting the BBC Support at Work Team. The investigating manager will handle the complaint and will act as the liaison person between “Co 123”’s HR department and the BBC’s Support at Work (HR) department.

On conclusion of the investigation the investigating manager at “Co 123” will feed back the outcome to BBC Support at Work (HR) and then to both individuals (via the respective HR departments).

If the investigating manager believes there is a case to answer, or there are further investigations required from a BBC perspective they may recommend to the BBC’s Support at Work Team (HR) that they investigate the matter further under their own policies and/or procedures.

No company on either side can obligate the other to take a particular course of action against their own staff member.

Once the matter had been closed, any further communications from the complainant will be managed by their employer.