If you have a complaint about any of the content found here on this website, or if you believe that the team have not adhered to the principles laid out in our Code of Conduct, please email us at firstname.lastname@example.org and provide the following information:
- Details of the article or feature you are complaining about.
- The date on which it was published.
- The nature of your complaint.
- The part of our Code of Conduct you believe has been breached.
- Your contact details.
Once we’ve received your complaint, you should receive an automated reply acknowledging receipt. If your complaint is being taken up, we aim to contact you within 72 hours.
Your complaint will be reviewed by the managing editor and we aim to give a substantive response to your complaint within 28 days of receiving all the necessary information to allow us to investigate. However, this may take longer in more complex cases where more information is required, or where journalists are away or unreachable.
If we receive multiple complaints about the same issue we may not respond to all.
We will always aim to handle your complaint fairly, courteously and with respect. We expect the same behaviour from complainants and reserve the right to decline to consider complaints that are abusive or gratuitously offensive.
We are willing to receive and consider complaints that relate to the accuracy of content, issues around privacy, harassment or discrimination, and any instances of subterfuge or of clandestine devices being used. There are clear instructions in our Code of Conduct that our staff should adhere to at all times, and any complaints about breaches of the Code will be taken seriously.
We are not willing, however, to receive or consider complaints made by anyone not personally and directly affected by the matter which forms the subject of the complaint, complaints that are trivial, hypothetical or otherwise vexatious or insignificant, complaints that are without justification (such as an attempt to argue a point of view or to lobby), or complaints about advertising (unless in exceptional circumstances). We will also not respond to legal complaints through this complaints process, and will instead suggest that the appropriate legal proceedings are commenced where appropriate.
If at any stage of your complaint we do not hear back from you within 28 days, we will consider your complaint satisfied and closed.
Any corrections that are made to an article as a result of a complaint will be published on the relevant article page.
If you are unhappy with our final response to your complaint, the managing editor will direct you to the company director, who will conduct an external review of the decision of the managing editor.
If you’ve spotted a potential mistake in our editorial content please email email@example.com so that we can look into it. It is our policy to correct substantial errors as soon as possible.