H BAUER PUBLISHING - EDITORIAL COMPLAINTS POLICY
We are committed to abiding by the Independent Press Standards Organisation ("IPSO") rules and regulations and the Editor's Code of Practice that IPSO enforces (the "Editor's Code").
IPSO Contact Details
Address: Independent Press Standards Organisation,
Gate House, 1 Farringdon Street, London EC4M 7LG
Telephone: 0300 123 2220
Email for complaints and Inquiries is: firstname.lastname@example.org
1. What is a complaint?
When making a complaint, you must clearly state that your complaint is a formal complaint under this policy.
2. What does this policy cover?
This policy only applies to H BAUER PUBLISHING publications and digital services that we control in the UK, Channel Islands and Isle of Man. This policy does not cover:
- advertising complaints (regulated by the Advertising Standards Authority ("ASA");
- concerns about matters of taste/decency and due impartiality;
- complaints about books;
- complaints about 'user generated content' (material on our websites or apps that is not posted by us or on our behalf);
- any complaint that falls outside the remit of IPSO
3. How to complain
- Please contact email@example.com or by post to Marketing, H Bauer Publishing, Academic House, 24-28 Oval Rd, London NW1 7DT.
- complaints will only be accepted within four months from the date of first publication of the article you are complaining about. Where an article remains accessible on our website, complaints will be accepted up to 12 months from the date of first publication of the article you are complaining about.
- When making a complaint you must include:
- a copy of the article in question, or a link to the relevant article online (or reference to the publication title, issue date, date and article title if a copy is unavailable);
- a written explanation of your concerns, with reference to the Editor's Code;
- any other documents that will assist in assessing your complaint.
- Complaints received without the above 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.
4. 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 five 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 thoroughly investigate. If we fail to meet this timescale, you can take your complaint directly to IPSO.
- We will always treat you courteously and with respect. We expect the same from you.
5. Complaint to IPSO on exhaustion of our complaints procedure
If you are unhappy with our final response to your complaint you may complain directly 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.
6. 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.