So it’s not that the institution is necessarily transphobic, it’s just that individual who wrote the article is.

This would be a reasonable response, were it not for the way that they repeatedly defended the article and did some crazy mental gymnastics to avoid responding to the critiques levied at it. Because the people responding to complaints going through the formal complaints process have to be ones who truly represent what the BBC as an institution is about. If they don’t, what’s the point of that process existing?