PCC review shows 'marked increase' in complaints against commission

Complaints about cases handled by the Press Complaints Commission rose by 80 per cent last year, according to figures published in an annual report today by the commission.

In the report Lt Gen Sir Michael Willcocks gives an independent review of the charter, claiming there has been a "marked increase" in the number of complaints received, totalling 63 in 2010 compared with 35 in 2009.

According to Sir Willcocks this represents approximately 1.8 per cent of those cases that fell within the PCC's remit to consider, compared with one per cent in 2009.

"Once again, although complainants invariably cited 'handling' as the cause of their grievance, in only five cases was this absolutely so: all the remaining 58 mixed complaints over handling matters with those of the commission's decision itself."

In 15 of the cases it was a matter of the complainants seeking clarification of the PCC's decision.

He added that there were "a worrying number" of cases where serious delay was incurred before the complaint was brought to the commission for resolution, 11 cases in total.

"These delays, running sometimes into weeks, were almost invariably caused by the newspaper or magazine, against which the complaint had been made, failing to respond to the PCC's request for answers to complainants' concerns or for additional information.

"It is made quite clear to the editors that a response time of no more than seven days is sought for this process but this is frequently ignored, despite repeated prompting by the commission. There are, of course, sometimes valid reasons for the delay, but I recommend that the PCC continues to stress to editors the need for timeliness of reply."

In cases where the PCC was accused of bias, Sir Willcocks said he was able to assure complainants of the absolute impartiality of the PCC, adding that he is "constantly struck by the efforts made by the PCC to reach satisfactory outcomes for complainants."

In total there were five occasions where aspects of the handling of a case by the PCC were at fault, he added, and in each case the complainant received an apology or an explanation to their satisfaction.

"I had only once, at the request of a complainant, to seek a legal view on a PCC decision, which subsequently was upheld," he said.

In his report he also referred specifically to a complaint against the Daily Express, which he said suffered long delays and was then taken out of the PCC's remit when Northern & Shell withdrew from self regulation, as "the most unsatisfactory issue" he had faced in the year.

The annual publication also includes a financial report, which showed a slight drop in the total expenses of the PCC, from £1,894,723 to £1,832,635. However staff and commissioner costs rose from £1,088,519 to £1,145,031.

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