Service levels

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Service levels

When we promise to respond to ads and scripts

Advertising changes quickly, so we know that deadlines are important when you’re trying to create a well-judged, timely campaign.

We always aim to respond as fast as possible, of course — and we offer late clearances for time-sensitive ads.

These service levels show how long we may take to provide a response after you submit a script or ad to us for approval:

Pre-production scripts

  • Target turnaround time: 4 working days

We aim to provide feedback on 85% of scripts within 4 days of receiving them.

Scripts that take longer than this are typically more complex, deal with heavily-regulated areas or require input from an external consultant.

Clocked and rough cut adverts

  • Target turnaround time: 2 working days

We aim to provide either approval or considered feedback on 95% of ads within 2 days of receiving them.

Commercials that take longer to clear tend to be those presented to us as a series of ads, all of which must be submitted and cleared together.

Teleshopping ads

Different service levels apply to teleshopping ads, because these tend to be longer than regular adverts.

We aim to respond to teleshopping ads as follows:

  • Ads and scripts under 2 minutes long: within 4 working days
  • Ads and scripts 2 — 5 minutes long: within 6 working days
  • Ads and scripts over 5 minutes long: within 12 working days

We can only achieve our service levels with your help. It’s really important that all relevant information is submitted with each script or ad, including evidence for claims.

To ensure your submissions are dealt with efficiently, all ads and scripts should be uploaded via our CopyCentral system.

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