Complain About ITV - learn how to file a complaint

When you need to complain to ITV, they don't exactly roll out the red carpet. Forget about finding a simple phone number. They push everyone towards digital channels, so your best bet is to create a paper trail.

Don't hold your breath. Getting a response from ITV can feel like waiting for a show to come back from a cliffhanger.

• Be hyper-specific. Mention the show, episode, date, and the exact time the error occurred.
• State the device you're using (e.g., Roku, Samsung TV, iPhone). This is the first thing they'll ask.
• Take a screenshot or a short video of the error. Proof is hard to ignore.
• Keep your message short and to the point. A long rant is easier to ignore than a clear, concise complaint.

If ITV ignores you or gives you the runaround, your options are a bit different since it's a UK company. The Better Business Bureau (BBB) won't help much here. Your main escalation path is Ofcom, the UK's communications regulator. But be warned, Ofcom deals with breaches of broadcasting codes (like issues of harm, offense, or impartiality in news), not typically with individual customer service complaints about a glitchy app. You must complain to ITV first, they won't even look at your case otherwise. Honestly, Ofcom is for the big stuff, not your app freezing during Coronation Street. For app issues, your best leverage is often a public complaint on social media or a bad review in the app store.

Subject: Formal Complaint: Unresolved Playback Issues on ITVX - Account [[Your Email Address]]

To Whom It May Concern,

I'm writing again after my previous attempts to resolve persistent technical problems with the ITVX app have gone unanswered.

For the past week, specifically on [[Date]], I have been unable to watch [[Show Title]] on my [[Device Name, e.g., Apple TV]]. The app either crashes after an ad break or gets stuck in an endless loading loop. It has made the service completely unusable and, frankly, it's incredibly frustrating to pay for a premium service that doesn't work.

To resolve this, I require you to investigate and fix this technical issue. As a gesture of goodwill for the service I've been unable to use, I expect a partial refund or credit for this month's subscription.

Please be aware that if this is not resolved within 5 business days, I will be detailing my experience in my App Store review and on social media.

Thank you for your attention to this matter.

[[Your Name]]

• Use Their X (Twitter) Handle: Go straight to @ITVXhelp. Public complaints can get prioritized over ones sent into the void of a contact form.
• Demand a Reference Number: When you fill out their online form, state clearly in your message, "Please provide a reference number for this complaint." It makes your issue harder to ignore.
• Do Their Job for Them: A user on Reddit pointed out that support will always ask you to clear the app's cache and reinstall it. Do this before you complain and mention in your message that you've already tried it. It cuts out a useless step.
• Mention 'Premium': If you're a paying subscriber, lead with that. "As an ITVX Premium subscriber..." immediately signals that you're a paying customer with higher expectations.

Tired of filling out ITV's contact form only to get an automated reply three days later? It's a common story on their Trustpilot page. Pine AI can handle the frustrating back-and-forth for you. It drafts the complaint, follows up when they go silent, and keeps pushing until you get a real response from a real person. No more checking your inbox for a reply that never comes or trying to figure out if your complaint was even read. Sound familiar? Let our AI handle the administrative headache so you can get back to, well, anything else. No joke.