Holderness Newspapers Ltd will consider complaints concerning editorial content (such as articles and/or photographs) in its print publications and its websites, as well as the conduct of journalists or photographers either employed by us or commissioned on a freelance basis. Complaints can be made directly through our Complaints Procedure, or you can seek advice via IPSO, who may refer your complaint back to us for direct resolution.
Holderness Newspapers Ltd will only consider complaints that fall within the Editors’ Code of Practice (“The Code”), which is available here: www.ipso.co.uk/editors-code-of-practice. If you are unsure whether your complaint falls under The Code, you can contact IPSO (Independent Press Standards Organisation) for guidance at:
Gate House, 1 Farringdon Street, London, EC4M 7LG
Website: ipso.co.uk
Email: [email protected]
Telephone: 0300 123 2220
Complaints NOT covered by this Policy
We will not consider complaints regarding:
- Matters of editorial policy, taste, decency, impartiality or disagreements with opinions expressed by the publication or its columnists on moral, political or other grounds. In these circumstances we are, of course, happy to publish a right of reply on our Letters page.
- Lobbying on the general subject matter of articles or campaigns.
- Vexatious or abusive complaints.
- Spelling, grammar or simple factual errors that do not personally affect the complainant. For these issues, please contact us directly.
- Advertising complaints – if you are concerned about an advert that has appeared in one of our newspapers or websites, please contact the Advertising Standards Authority (ASA), the regulator for the advertising industry:
Website: www.asa.org.uk
Discretion
Holderness Newspapers Ltd may, at its discretion, consider complaints where an alleged breach of The Code is significant and there is substantial public interest, including complaints from representative groups or third parties seeking to correct a significant inaccuracy. In the case of third-party complaints, we will take into account the position of the party most closely involved. If multiple complaints are received on the same issue, we reserve the right to respond with one generic reply.
Time Limits for Complaints
Complaints must be made within four months of an article appearing in print or within one year of it first appearing online.
Procedure and Timetable
Once a complaint is received, we will acknowledge receipt within seven days. We may request further clarification or detail to assess whether there has been a breach of The Code. Our aim is to resolve complaints amicably and quickly. However, if your complaint is complex, requires further research, or staff are unavailable (e.g. on annual leave), we will inform you of an expected response date.
We strive to resolve complaints within 28 days of receipt. If we do not hear back from you within 28 days after our response, we will assume the complaint has been dropped and the matter will be considered closed.
Accessibility
For transparency, all correspondence regarding complaints should be in writing. We do not discuss complaints by telephone except in exceptional circumstances.
If you have a disability that prevents you from submitting a written complaint and you do not have access to someone who can help you, please contact us so we can make appropriate arrangements. Alternatively, you can contact IPSO for assistance.
Please note, we cannot discuss the substance of complaints over the phone.
Conduct
All correspondence must be courteous and limited to the matters under complaint. While we appreciate complaints may arise from upsetting circumstances, Holderness Newspapers Ltd reserves the right to reject any complaint or cease contact where abusive, offensive, insulting or intimidating language is used.
Referral to IPSO
If we are unable to resolve your complaint within 28 days and cannot agree on an extension, you may refer your complaint to IPSO. IPSO will attempt to broker a settlement or may refer the matter for formal adjudication by the IPSO Complaints Committee.
IPSO contact details:
Email: [email protected]
Website: www.ipso.co.uk
Policy Changes
Holderness Newspapers Ltd reserves the right to amend this Complaints Policy at any time. However, the policy in place at the time of your complaint will apply.
Your Data
Any personal data you provide (including sensitive data, if applicable) will be used solely for the purposes of investigating and resolving your complaint.
Details of your complaint may be shared with relevant journalists, freelance contributors, confidential sources, or agencies involved, so they may respond. If you wish IPSO to investigate your complaint, we will also need to share information and correspondence with them.
By submitting a complaint, you consent to this data processing.
If you have any questions about how your data is handled, please contact us at: [email protected]