Complain About ITV - File a Complaint Today

Good luck getting a quick reply. It's a waiting game.

• Be specific. Mention the show, episode, date, and time the issue occurred.
• State your device (e.g., Roku, iPhone 14) and the ITVX app version number.
• Keep your complaint clear and concise. A huge wall of text is easy to ignore.
• Take screenshots or a screen recording of the error. Proof is hard to dispute.

If ITV ignores your initial complaint or gives you a generic, unhelpful response, it's time to escalate. First, reply to their email and state that their solution is not satisfactory and you wish to escalate the matter to a manager. Give them a clear deadline, like 5 business days, to respond.

If that fails, your next step depends on your issue. For problems with harmful content or issues related to broadcasting standards, you can file a complaint with Ofcom, the UK's communications regulator. Ofcom is serious business, but they require you to have tried to resolve it with ITV first. Prepare to wait, as regulatory bodies don't move quickly.

For billing issues, especially if you subscribed through a partner in the US like Amazon Prime Video Channels or Apple TV, your best bet is to complain directly to them. Their customer service is generally more responsive for payment-related problems.

Subject: Formal Complaint: Unusable ITVX App on [[Your Device]] - Account [[Your Account Email/ID]]

To Whom It May Concern,

I am writing again to resolve an ongoing issue that makes the ITVX service completely unusable. This is my second time contacting you about this problem, and my patience is wearing thin.

On [[Date]], and consistently for the past few weeks, I have been trying to watch [[Show Name]]. Every single time, the app crashes during an ad break, forcing me to restart the app and re-watch the same ads, only for it to crash again. Frankly, having to spend my time troubleshooting your faulty app instead of watching the content I pay for has been incredibly frustrating.

To resolve this, I need you to provide a timeline for a permanent fix. If a fix is not imminent, I require a refund for the last month of my premium subscription, as the service has not been delivered as advertised.

If I do not receive a satisfactory response within 5 business days, my next step will be to detail these technical failures in a public review on Trustpilot and the App Store.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Go Public on Social Media. Don't just send a direct message. Post your complaint publicly on X (formerly Twitter) and tag @ITVXcare and @ITV. Add a screenshot of the error. The public visibility often gets a faster, more serious response.
• Reference Your Case Number. If you have one, use it in the subject line of every email and at the start of every conversation. It shows you're organized and creates a paper trail they can't ignore.
• Leave a Detailed App Store Review. A user on Trustpilot mentioned they only got a helpful response after leaving a one-star review on the Apple App Store detailing the technical bugs. Sometimes you have to complain where the developers will actually see it.
• Keep it Simple. Don't write an epic novel about your problem. State the issue, what you've tried, and what you want. Clear, direct communication is harder to misunderstand or dismiss.

Tired of sending complaints into the void at ITV? It feels like their contact form is a black hole, and waiting for a reply that might never come is just exhausting. Sound familiar?

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