BFI Overhauls Complaints Procedure Following Widespread Criticism

British Film Institute Overhauls Complaints Procedure Following Independent Report

The British Film Institute (BFI) has announced significant changes to its complaints procedure following the publication of an independent report into the handling of allegations of racial discrimination made by filmmaker Faisal A Qureshi.

The report, conducted by Verita, the complaints reviewer for National Lottery-funded organisations, found that the BFI’s handling of Qureshi’s complaint was "badly handled" and that the institution had not responded to the specifics of the complaint in a substantive manner.

The changes to the BFI’s complaints procedure include introducing a meeting with an individual who has lodged a complaint in cases that are sensitive and complex, updating the BFI’s complaints procedural document to outline different types of complaints that may be affected, and implementing a range of communication options for complaining to the BFI.

The report also identified areas where the BFI mishandled Qureshi’s complaint, including not responding in a timely manner, only responding when chased, and not collecting evidence relating to the complaint.

Qureshi, who is an associate producer on films such as Four Lions and Leaving Neverland, initially lodged a complaint in 2021 in relation to a meeting that occurred in 2019 with a representative who worked for a third-party organisation part-funded by the BFI. He alleged that he was given incorrect information about accessing BFI funding, was inappropriately discouraged from bidding for funding, and was discriminated against on racial grounds when advised about applications.

The report found that there was not sufficient evidence to conclude whether Qureshi was given incorrect information on accessing National Lottery funding, was inappropriately discouraged from bidding for funding, or was discriminated against on racial grounds. However, it concluded that the BFI’s handling of the complaint was "badly handled" and that Qureshi felt "deeply dissatisfied" with the actions taken by the BFI in response to the complaint.

In response to the report’s findings, BFI chief executive Ben Roberts has written a formal letter of apology to Qureshi and has invited him to meet with him. The BFI has also implemented an anti-racism training program and has extended it to employees of third-party delivery organisations.

Qureshi has stated that he does not feel the BFI has gone far enough in its response and has expressed concerns that the new procedure may not be effective in addressing similar complaints in the future.

FAQs:

• What is the new complaints procedure?
  The new procedure includes introducing a meeting with an individual who has lodged a complaint in cases that are sensitive and complex, updating the BFI’s complaints procedural document to outline different types of complaints that may be affected, and implementing a range of communication options for complaining to the BFI.
• What is the purpose of the anti-racism training program?
  The anti-racism training program is designed to promote understanding and addressing of racial discrimination and harassment within the BFI and its third-party delivery organisations.
• How does the BFI respond to complaints?
  The BFI’s published complaints process sets out the different stages for how an individual or organisation can make a complaint to the BFI, including how the BFI will respond to a complaint and what a complainant can expect from the BFI in responding to a complaint.