Complaints Procedure

Last revised June 2018

At Bankside Press Ltd we are committed to maintaining high standards of editorial integrity.

As members of the Independent Community News Network (ICNN) we are required to "uphold high professional standards, including accuracy, transparency, integrity, accountability and fairness".

Whilst we do not belong to a formal regulatory mechanism such as IMPRESS or IPSO, we regard the Editors' Code of Practice and the NUJ Code of Conduct as setting benchmarks of good practice for the industry in general and our work in particular.

If you feel we have fallen short of these standards, please submit your complaint - in writing to [email protected] - observing the following points.

1. All complaints must include the name and date of the publication, with reference to the specific article(s) in question.
2. Please include the URL of the article if possible, and/or link to any image or video.
3. Please include a detailed description of the complaint, with reference to specific words, phrases, images, instances, dates and records, and which clauses of the Editors' Code of Practice you believe are relevant.

Who can complain?

Complaints must be made on behalf of a named individual only. This includes complaints where businesses and organisations are involved.

In submitting a complaint, you must provide your full name, address, phone number and email.

What can I complain about?

You can complain about any article, in print or online, including words, images and audio/video content. You can also complain about the conduct of an individual journalist, with reference to specific (if any) clauses of the Editors' Code.

Time Limit

Complaints must be contemporaneous and must be made within four months of publication.

The publication will endeavour to respond to the complainant within 21 working days.

Complaints process

The editor will confirm receipt of the complaint within three working days by contacting the complainant via email.

All complaints will be dealt with by the editor of the publication that published the article, and/or the employer of the named individual.

The editor will assess the complaint to the best of his/her ability and respond accordingly.

If we uphold your complaint, we will inform you of the remedial actions taken or to be taken.

If the complainant is not satisfied with the suggested resolution, complainants are free to seek the advice of a media lawyer.

Confidentiality

All information provided to Bankside Press Ltd will be handled sensitively and within the boundaries of data protection legislation.