We aim to maintain high standards of across all our content. If you've noticed a factual or grammatical error and would like to request a correction without registering a complaint, please email firstname.lastname@example.org with the subject line 'Correction Request'.
If you feel something we have published may have breached press standards, you can make a complaint. Our full policy can be found below.
We can look into complaints about items we have published which are in our control.
We adhere to the Standards Code adopted by IMPRESS and can only deal with complaints which relate to an alleged breach of the standards set out in this Code.
We can only deal with your complaint if you are:
We are also regulated by IMPRESS, but initial complaints must be made to Midstock Media Limited in writing via email to email@example.com or via post to 82 Countess Street, Stockport, SK2 6HD.
We will acknowledge your complaint by email or in writing within seven calendar days and will normally respond to your compliant with a final decision letter within 21 calendar days.
If we uphold your complaint, we will tell you the remedial actions we have taken.
If you're not satisfied with the final response to your complaint, or if you do not hear from us within 21 calendar days of submitting your complaint, then you can refer your complaint to our independent regulator IMPRESS at the following address:
Stage one: making a complaint
Information on how to make a complaint is clearly publicised in the Complaints & Corrections section of our publication.
Complaints may be sent in writing to Us by e-mail at firstname.lastname@example.org; by post to 82 Countess Street, Stockport, SK2 6HD; or other reasonable means where this is more convenient and practical for the complainant.
Complainants should provide the following information before their complaint will be considered:
If the complaint is about the conduct or behaviour of an employee or contributor it must include:
We will make reasonable efforts to contact a complainant by telephone, e-mail or in writing to ensure that sufficient information is provided to respond to the complaint.
Stage two: recording, investigating and resolving the complaint
The complaint information should be passed to the person we have nominated as being responsible for legal standards and compliance. They will record it in the complaints log and will acknowledge receipt of the complaint by e-mail or in writing within seven calendar days of receipt of the complaint.
The acknowledgement of receipt of a complaint should say who is dealing with the complaint and when the person complaining can expect a reply. Any conflicts of interest should also be declared at this point. A copy of this complaints policy should be attached.
The legal standards and compliance contact is responsible for ensuring that the circumstances of the complaint are investigated fairly and that any conflicts of interest are managed. This may require the complainant to provide additional information, documents or other evidence to support their complaint.
Complainants should receive a final decision letter within 21 calendar days from the date of the receipt of the complaint.
The final decision letter will inform complainants that they have the right to refer their complaint to Impress, stating the applicable time limits, set out in clause 4.4 of the Impress Regulatory Scheme, and how to contact Impress.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage three: escalating the complaint to Impress
If the complainant feels that the problem has not been satisfactorily resolved by Us at Stage Two or if the complainant feels that there are justifiable reasons why the complaint is so urgent that they cannot wait for Us to respond, they can request that the complaint is reviewed by Impress in accordance with its Regulatory Scheme, by contacting Impress using the following details.
This policy is reviewed regularly and updated as required.
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