How to complain

Complaints should be made in writing, either by email to features@afternyne.com or by post to Nyne Enterprises Ltd and addressed to Editor in Chief. Complaints under this policy will only be accepted within four months from the date of the behaviour or first publication of the article that you are complaining about. Where an article remains accessible on our website, complaints will be accepted up to 12 months from the date of the behaviour or first publication of the article that you are complaining about.

 

When making your complaint you must include:

 

a copy of the article in question, or a link to the relevant webpage or a web address if the complaint is about published material (or reference to the publication title, issue date, page and article title if a copy is unavailable);

a written explanation of your concerns, with reference to the Editors’ Code;

any other documents that will help us assess your complaint.

 

Complaints received without this essential information cannot be considered. We may seek further details after your initial contact. If you cannot provide the requested information we may be unable to consider your complaint. We will consider complaints from (a) any person who has been directly affected by the matter complained of; or (b) from a representative group affected by an alleged breach of the Editor’s Code which is significant and of substantial public interest; or (c) from a third party seeking to correct a significant inaccuracy of published information.

 

We reserve the right to reject, without further investigation, complaints that show no breach of the Editor’s Code; or that are trivial, hypothetical, gratuitously abusive or offensive, or otherwise vexatious or insignificant;

If you are taking legal action, we may be unable to consider your complaint.

 

What happens to your complaint?

The complaints process is free of charge irrespective of the outcome of your complaint. We aim to acknowledge your complaint within 5 working days of receipt. You agree to respond promptly to any request for further information. If we receive multiple complaints about the same issue we may make one response to all.

 

We will provide you with our response to your complaint within 28 days of receiving everything we need from you to allow us to investigate. If we fail to meet this timescale, you can take your complaint to IPSO.

 

We will always treat you courteously and with respect. We expect the same from you.

 

Complaint to IPSO on exhaustion of our complaints procedure
 

If you are unhappy with our final response to your complaint you may complain to IPSO (www.ipso.co.uk). IPSO offers, without charge, a complaints handling service to the public in cases where there has been a disagreement between a complainant and us about whether the Editors’ Code has been breached. We will be asked to confirm that our complaints procedure has been exhausted and will do so in writing.

 

Policy Changes

We reserve the right to amend this policy as required to ensure compliance with IPSO regulations. We will publish a link to the current policy on our website. Your complaint will be considered against the published policy on the date of receipt of your complaint.

 

IPSO Contact Details
Website: www.ipso.co.uk
Address: Independent Press Standards Organisation, c/o Halton House, 20-23 Holborn, London EC1N 2JD
Telephone: 0300 123 2220
Email for complaints: complaints@ipso.co.uk
Inquiries: inquiries@ipso.co.uk