The BBC has said it apologised to the family at the centre of the Huw Edwards scandal after a review into their complaints process was published.
A review into how non-editorial complaints are handled at the BBC was commissioned in the wake of the scandal in July over allegations that Mr Edwards received inappropriate messages from a teenager and gave them money.
The alleged victim’s parents claim they lodged a complaint to the BBC in May last year but turned to The Sun newspaper after their concern was not dealt with accordingly.
Published on Tuesday, the review has found a need for “greater consistency” in how complaints at the corporation are processed.
The report highlights failures in the complaints process, saying the initial complaint about Edwards was not logged on the relevant case management system so could not be seen by senior figures.
There was also no documented process for contact and follows-ups with the complainant, so when attempts to make contact were unsuccessful, the course of action was not clear.
A review into how non-editorial complaints are handled at the BBC was commissioned in the wake of the scandal in July (AFP/Getty)
“The report identifies specific process shortcomings in the presenter case. The initial complaint in this case was not escalated quickly enough to senior management and we have apologised to the complainant for this,” Leigh Tavaziva, BBC Group Chief Operating Officer said.
She added: “Although our existing processes and systems are, on the whole, working effectively, this review shows that we need to join them up better to ensure no matter how a non-editorial complaint comes into the BBC it is escalated swiftly, when needed, and dealt with by the right people.
“Where the review identifies process improvements we accept those in full, and we are delivering on an action plan with a number of enhancements already in place.”
Mr Edwards has been off air for seven months after being suspended in July over the allegations and speculation remains about his future at the BBC as it prepares for a general election this year.
Vicky Flind, Mr Edwards’s wife, who named him as the presenter at the centre of the scandal after the allegations were first reported in The Sun, said he would be in hospital for the “foreseeable future” after he suffered a “serious episode”.
Mr Edwards, who has a history of mental ill health and has previously been treated for severe depression, is not yet thought to have recovered and it is unclear if he remains in hospital.
The Welsh journalist had been for years at the helm of significant political and royal events for the BBC.
He announced the late Queen’s death on the BBC last September, covered her funeral and anchored the BBC’s broadcast of the coronation of the King in May.
The Metropolitan Police said in July that no criminal offence had taken place.
In light of the report, the BBC said planned improvements to their non-editorial complaints process included; greater consistency across teams in how complaints are dealt with, better use of technology to manage complaints and work to ensure there are sufficient resources across specialist teams dealing with complaints.
They added that some changes to the process have already been made, including an escalation mechanism for serious complaints with oversight from a specialist team headed by an executive sponsor.
From news to politics, travel to sport, culture to climate – The Independent has a host of free newsletters to suit your interests. To find the stories you want to read, and more, in your inbox, click here.
News Related
-
Asylum seekers travel in an inflatable boat across the English Channel, bound for Dover on the south coast of England (Photo: Ben Stansall/AFP) Up to 40 Conservative MPs are poised to rebel over Rishi Sunak’s Rwanda deportation policy as they question ministers’ commitment to the scheme. A major row is ...
See Details:
Up to 40 Tory MPs ‘set to rebel’ if Sunak’s Rwanda plan doesn’t override ECHR
-
In the saltmarsh fringing where the Ballyboe River dissolves into Trawbreaga Bay, a little egret wears its plumage like a windblown stole. Our car swoops across the 10 arches of Malin bridge and we park along the village green. Malin is almost as far north as you can get on ...
See Details:
Country diary: A tale of three churches
-
Photograph: Chris Ratcliffe/EPA Hampton Court is an enduring monument to the power of Henry VIII, a pleasure palace down the Thames from Westminster and the City of London. On Monday it was the scene of power projection of a different kind, as Rishi Sunak pitched for investment from some of ...
See Details:
Sunak woos business elite with royal welcome – but they seek certainty
-
-
Tottenham interested in move to sign “fearless” £20m defender in January Tottenham Hotspur have joined the race to bring an overseas defender to the Premier League in January, according to a fresh report. Postecoglou’s centre-back options The Lilywhites currently have Micky Van De Ven, Ashley Phillips, Cristian Romero and Eric ...
See Details:
Tottenham interested in move to sign “fearless” £20m defender in January
-
A £100m campaign urging households and businesses to use less water will be funded from customers’ bills, Ofwat has said. Bill payers to stump up cost of £100m water usage campaign The regulator’s chief executive David Black told MPs that if the measures worked it would be cheaper than building ...
See Details:
Bill payers to stump up cost of £100m water usage campaign
-
FILE PHOTO: Soccer Football – FIFA Women’s World Cup Australia and New Zealand 2023 – Group B – Canada Training – Olympic Park, Melbourne, Australia – July 24, 2023 Canada’s Christine Sinclair during training REUTERS/Hannah Mckay/File Photo (Reuters) – BC Place in Vancouver, British Columbia, will be renamed “Christine Sinclair ...
See Details:
Soccer-Venue renamed 'Christine Sinclair Place' for Canada soccer great's final game
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
Phil Taylor makes his pick for 2024 World Darts Championship winner
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
Soccer-Howe aims to boost Newcastle's momentum in PSG clash
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
Hamilton heads for hibernation with a word of warning
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
Carolina Panthers fire head coach Frank Reich after 1-10 start to the season
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
This exercise is critical for golfers. 4 tips to doing it right
-
Michael van Gerwen is hunting down a fourth World Championship title (Picture: Getty Images) Michael van Gerwen is Phil Taylor’s tip to lift the World Darts Championship trophy for a fourth time in January, expecting a backlash from the recent defeat in the Players Championship Finals. The 2024 World Championship ...
See Details:
One in three households with children 'will struggle to afford Christmas'
-
OTHER NEWS
Kobbie Mainoo made his first start for Man Utd at Everton (Photo: Getty) The Football Association are reportedly confident that Manchester United starlet Kobbie Mainoo will choose to represent England ...
Read more »
Michael Smith will begin the defence of his world title on the opening night (Picture: Getty Images) The 2024 World Darts Championship is less than three weeks away and the ...
Read more »
For the first time a long haul commercial aircraft is flying across the Atlantic using 100% sustainable aviation fuel (SAF). A long haul commercial flight is flying to the US ...
Read more »
The King has met business and finance leaders from across the world at a Buckingham Palace reception to mark the conclusion of the UK’s Global Investment Summit. Charles was introduced ...
Read more »
After Ohio State’s 30-24 loss to Michigan Saturday, many college football fans were wondering where Lou Holtz was. In his postgame interview after the Buckeyes beat Notre Dame 17-14 in ...
Read more »
Darius Slay wouldn’t have minded being penalized on controversial no-call No matter which team you were rooting for on Sunday, we can all agree that the officiating job performed by ...
Read more »
New England Patriots quarterback Mac Jones (10) Quarterback Mac Jones remains committed to finding success with the New England Patriots even though his future is up in the air following ...
Read more »