You couldn't make it up. Sorry, they did. The BBC Trust commissioned two firms specialising in "mystery shopping" to make 548 complaints to Auntie and their indie suppliers. This guided by Alison Hastings, a trustee normally from the sensible side of life.
There's enough internal evidence of failure and delay in handling complaints to identify the problems and work out solutions. 548 spurious complaints don't make anything easier, and may well contribute to blood-pressure and serious morale problems amongst the honourable BBC staff who are really doing their best on this front.
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