MR Ron Tocknell's letter, ('Damage Limitation?' October 28, 2011) makes several assertions about TV Licensing's communications on which we would like to set the record straight.

 Firstly, we would stress that TV Licensing always aims to provide high levels of customer service and, if a mistake is made, we seek to learn from it to improve our processes.

 We have an excellent customer service record, with fewer than one complaint per thousand licences. We receive around 50 letters a month, a long way short of the "hundreds of letters on a daily basis" Mr Tocknell suggests are sent complaining about the tone of our letters.  And, in fact, the vast majority (eight out of ten) believe it is right and fair – according to licence fee payer feedback – that some of our letters contain warnings of the consequences of fee evasion, helping to deter potential evaders. 

 We are always mindful – contrary to Mr Tocknell's suggestion – that genuine non-viewers of TV do sometimes receive these letters, which is why all of our letters contain information on how they can notify us if they don't need a licence. This can be done simply via our website.  Further, we also clearly state on all of our letters that a licence is needed for the act of watching or recording TV programmes as they're broadcast, rather than merely owning the equipment that allows you to do so.  

Mr Tocknell also asks why we do not supply information on our letters about other areas of our operations, such as the visits made by our enquiry officers.  To keep collection costs low so that as much money as possible goes towards programmes and services we cannot include information about all our policies. This information is, though, freely available on our website or via our call centre.

 If any of your other readers still have questions about TV Licensing's policies or processes, we would encourage then to visit our website http://www.tvlicensing.co.uk/info">www.tvlicensing.co.uk/info or call 0300 790 6112

– Warren Carr, TV Licensing