| Link(s): | Updates to complaint handling procedures – ASA | CAP Non-broadcast Complaint Handling Procedures Broadcast Complaint Handling Procedures |
Context
The ASA has announced that it has updated both its Non-broadcast Complaint Handling Procedures, and its Broadcast Complaint Handling Procedures. These procedures are important documents that set out the procedural framework that we apply when dealing with complaints.
Key points to note and next actions
- As part of its commitment to following good governance practices, the ASA has completed a comprehensive review of the procedures to rationalise them, bring them up to date and to modernise and simplify the language. It has also incorporated several procedural changes to how it handles complaints.
- The updated procedures took effect from Friday 29 May 2026.