Complaints Policy

Commitment

At the heart of Bauer Media Outdoor UK Limited’s (“BMO”) Complaints Policy (this “Policy”) is a desire to provide a good standard of services and foster good relationships with our ad-vertiser clients, landlords and the communities we serve.  For this reason, we take all feed-back, Complaints and disputes seriously.  In this respect, our complaints process is de-signed to identify, appraise, and address any areas of concern that arise within the com-munities we serve.

We welcome your comments regarding any dissatisfaction or constructive feedback on our business processes and we aim to resolve these through this Policy.

Core Principles

This Policy is based on the following principles:

Accessibility

This Policy is readily available to all via our website.  Complaints can easily be made by all via multiple channels (see below).

Accountability

‍We maintain a register of Complaints; the causes of Complaints are reviewed by the Board on a periodic basis.

Fairness

‍Complainants are treated fairly, consistently and impartially and the nature of their Complaint will be investigated thoroughly in or-der to determine the facts.  Complainants may escalate any Com-plaint if they do not consider that it has been resolved satisfactori-ly.

Swiftness

‍We aim to resolve all Complaints and deliver decisions as quickly as possible.   Wherever possible, we will contact you to inform you of the outcome of the investigation and the action taken to resolve your Complaint.

Continuous Improvement

We are committed to learning from any Complaints; we use all feedback we receive to monitor our performance and inform service improvements.

Definition of a “Complaint”

A “Complaint” is defined as “an expression of dissatisfaction with BMO, however ex-pressed, whether justified or not”.  

Grounds for Complaints include (but are not limited to):

• dissatisfaction with or deficiencies in standards of our service; or
• the manner and attitude of any of our staff engaged in the provision of our services; and
• any other deficiencies in the quality of your experience with BMO and/or our ser-vices.

Some individuals may simply want to provide feedback or make a suggestion rather than a Complaint.  We will treat these as routine correspondence and will ensure the comments or suggestions are appropriately acted upon.

A Complaint will be defined and logged as such when:

• a written or verbal expression of dissatisfaction is received from any non-BMO per-sonnel;
• the Complainant has identified themselves; and
• the Complainant has indicated that they wish to make a formal complaint, rather than just provide information.

This Policy and procedure relates only to Complaints received about BMO and/or our ser-vices.

Complaints Procedure

Complaints may be logged through a number of channels:

• via our website;
• by emailing us at hello-uk@bauermediaoutdoor.com; or
• by writing to us at the following address:

FAO: Chief Executive Officer
Bauer Media Outdoor UK Limited
33 Golden Square
London
W1F 9JT

Once a Complaint has been logged, it will be forwarded to the relevant team for resolution.  Complaints are dealt with consistently, fairly and sensitively and we aim to resolve any Complaints we receive as soon as reasonably possible.  If any Complainant remains dis-satisfied with the outcome of their Complaint, they may escalate their Complaint.

BMO will not tolerate deceitful, abusive, offensive, threatening or other forms of unac-ceptable behaviour from Complainants.  If such behaviour does occur, we will take propor-tionate action to protect the wellbeing of our personnel and the integrity of our processes.

All Complaints are dealt with in line with the BMO Privacy Notices.

Whistleblowing

BMO personnel (e.g. employees, workers, contractors, etc.) wishing to raise matters relat-ing to wrongdoing within the working environment, or in a work-related context should do so using Bauer Media’s Speak Up Reporting Service.

Document Control

This document is owned by the Chief Executive Officer (CEO) and is updated and main-tained on the CEO’s behalf by the Chief Marketing Officer (CMO).

This Policy is reviewed periodically.

Overall responsibility for this Policy and its implementation lies with the board of BMO.

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Updated 30 June 2025

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