Help and Support
About BBC Store
- What’s happening to BBC Store?
- What does this mean for me?
- What is my BBC Store Customer Account number?
- What happens when you close my BBC Store Account?
- I have an unused BBC Store Gift Card
- What is an Amazon Video voucher?
- What’s happening to the archive shows?
- What’s happening to the exclusive BBC Store Shows?
How to contact us
What’s happening to BBC Store?
BBC Store Has Now Closed.
BBC Store website and apps closed on 1st November 2017.
What Does This Mean For Me?
Your BBC Store Account has been closed and you will no longer be able to watch your purchased programmes.
All BBC Store customers were offered a full refund so they did not lose out financially. If you believe you are entitled to a refund please visit our refund website where you will be required to sign in with your BBC Store email address & Customer Account Number [this was included in the BBC Store announcement emails.]
If you are unable to locate this number you will need to email the Customer Support Team at firstname.lastname@example.org with the following information:
- Full name
- Email address
- Billing address
Once signed in you will be taken to details of your personal refund offer.
In order to process your refund you will be asked to enter the details of the UK bank account you would like your money to be paid into.
The value of your refund has been calculated based on the transactions you made up until 23:59 on Wednesday 24th May 2017 and included within our announcement email in May 2017.
Any unused store credit has been added to your total refund value.
You can check your refund value by following the link to the refund website and signing in with your BBC Store email address and Customer Account Number.
What is my BBC Store Customer account number?
This is your unique Account Number. You will need this number to sign in and request your refund. This number was contained within the email we sent you announcing the closure of BBC Store.
If you are unable to locate this number please email the Customer Support Team at email@example.com and provide them with the following information
- Full name
- Email address
- Billing address
What happens when you close my BBC Store account?
Once your BBC Store Account has been closed you will no longer be able to access your purchased programmes.
Please note, this will not delete your BBC account and you will still be able to sign in to BBC iPlayer and other BBC services.
Following closure of the service on 1st November we will archive the purchase and refund details of all customers for as long as required to comply with our statutory obligations.
If you use other BBC Worldwide services or are subscribed to our emails, we may also keep a record of your purchases and refund status in our central marketing database.
Information about your processed payments, including your card number and billing address, will be retained by our payment processor as required for VAT reporting and other legal purposes.
If you have any questions about what will happen with your data please contact firstname.lastname@example.org
I have an unused BBC Store Gift Card
Please email our Customer Support Team at email@example.com with the following information:
- A copy of the back of the Gift Card with the silver scratch off panel removed so we can clearly see the 10 digits on the card.
- The name of retailer the card was purchased from along with the transaction date.
- A copy of the till receipt for this transaction, showing the date of purchase and value of Gift Card
What is an Amazon Video voucher?
If you are offered an Amazon Video voucher, this voucher allows you to buy BBC programmes and buy or rent other Films and TV shows from Amazon Video. You can browse what’s on offer by clicking here. The voucher will be valid until 31st May 2018.
You cannot use this voucher to purchase DVDs or Blu-ray discs.
You must have a UK Amazon account (or create an Amazon account) in order to redeem your voucher.
The value of the voucher will be added as credit to your Amazon account for you to spend on TV shows and films. The credit is only valid until 31st May 2018.
If you have questions relating to your Amazon Video voucher once applied, please contact Amazon Customer Service.
The value of the voucher will automatically be applied to your Amazon account once you’ve clicked the link in the voucher email, created an Amazon account and signed in. Please note the discounted price is not visible in the purchase options, but is applied at purchase and confirmed in your order email and shown within your order history at the discounted price.
What’s happening with all the archive shows?
The BBC is currently exploring ways by which archive programmes can be viewed and do remember that programmes on BBC iPlayer are now available to watch for up to 30 days after broadcast, alongside a range of complete series and fascinating collections.
What’s happening to the exclusive BBC Store shows?
We do hope to make the programmes you could only get on BBC Store available elsewhere at some point in the future.
How do I contact the Customer Support Team?
The BBC Store Customer Support Team are available between 10.00 am and 7.00 pm Monday to Friday. Before you go to the trouble of contacting the Support Team you may be able to find an answer to your query within our Help & Support page.
To contact the Customer Support Team please send an email to firstname.lastname@example.org.
How do I contact you with a complaint about BBC Store?
BBC Store is committed to providing you with the best possible service, but if for some reason you are unhappy with something, please do get in touch with us either by email or by sending a letter to BBC Store Customer Services team, 2nd Floor, 1 Television Centre, 101 Wood Lane, London W12 7FA.
Complaints Code of Practice
Our Customer Complaints Code of Practice below sets out our processes for resolving complaints related to BBC Store and our complaints handling process.
What can you expect once you have registered your complaint?
At BBC Store we will do all we can to provide you with the most suitable response, specific to your particular situation and to ensure, where possible, that your complaint is resolved to your satisfaction.
Contact Customer Support and our advisors will ask you about the nature of your complaint taking into account all the points you raise and the details we hold to resolve the problem.
If we are unable to resolve your complaint immediately, we will inform you of how long it is expected to take to resolve and agree when and how we will keep you updated.
If you contact us via email or by letter, we will review your complaint fully.
We will ensure that your complaint is investigated by the person in the company that is best placed to resolve your complaint.
We will normally get back to you by email, but if this is not possible, we will arrange a call back.
We will do all we can to resolve your complaint as soon as possible, but will respond within 10 working days and keep you informed of progress in a way that suits you.
What can you do if you are unhappy with our response?
We hope to resolve every complaint promptly and to your satisfaction. But if for any reason you are not fully satisfied with our response, please tell us and let us know where you think further attention is required.
We can then review your complaint, and our response, and escalate to relevant senior management within the company.
We will let you know if anything else can be done to resolve your complaint and we will inform you of how long it is expected to take to resolve.
We will always keep you informed of progress and any changes.
Further information about complaining to the BBC can be found at BBC Complaints.
Online Dispute Resolution
From 15th February 2016 customers who feel their complaint has not been handled fairly can also use the European Commission’s Online Dispute Resolution website to settle any dispute over a purchase made online.
If you have exhausted BBC’s complaints procedure and are not satisfied with the outcome, you may wish to make a complaint to Ofcom.
Ofcom regulates the editorial content of on demand programme services. The process for making a complaint to Ofcom can be found on its website.
Please note, Ofcom are the regulators only in respect of the content on our on demand services. Any queries relating to matters such as technical issues, payment and marketing should be made directly to BBC Store.