Contact Info and Complaints Policy
West Wales News Review is published on the URL http://www.westwalesnewsreview.wordpress.com.
West Wales News Review is edited by Patricia Dodd Racher.
Telephone 01558 685043 or email email@example.com
We have a complaints policy:
COMPLAINTS POLICY OF WEST WALES NEWS REVEW
At West Wales News Review we view complaints as an opportunity to learn and improve the quality of our journalism and the contents of our publication for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.
Our policy is:
- To provide a fair complaints procedure that is clear, convenient and easy to use for anyone wishing to make a complaint (in particular those that are vulnerable or who have disabilities)
- To publicise the existence of our complaints procedure so that readers know how to contact us to make a complaint
- To make sure everyone working for us knows what to do if a complaint is received
- To make sure all complaints are dealt with promptly and fairly, with decisions based on sufficient investigation of the circumstances and (where appropriate) offer a suitable remedy
- To make sure that complaints are, wherever possible, resolved and that trust in our journalism and our publication(s) remains strong
- To gather information about all the complaints we receive to help continually improve the quality of our journalism and our publication(s)
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about the editorial content, standards of journalism or conduct of employees or contributors involved in production of our publication.
Who Can Complain and How?
Complaints may come from any person or organisation who is:
- personally and directly affected by an alleged breach
- a representative group affected by an alleged breach, where there is public interest in the complaint
- a third party seeking to ensure accuracy of published information
A complaint should be received by email or in writing although complaints are accepted by other reasonable means where it is not convenient or practical for the individual complainant to complain in writing.
A complaint should be clearly marked as such. General enquiries and requests for corrections will not normally be dealt with as a complaint under this policy unless the complainant makes it clear that they wish to make a complaint.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
In respect of each title We will maintain a written record of all complaints, to include the name and contact details of the complainant, and the material or conduct in respect of which the complaint is made.
For each complaint record, We will include any steps taken by Us to address the complaint, and the outcome of the complaint.
Monitoring and learning from complaints are reviewed quarterly by Us to identify any trends which may indicate a need to take further action.
Overall responsibility for this policy and its implementation lies with our editor.
Responsibility for ensuring that complaints are managed in accordance with this policy lies with a nominated senior legal and compliance standards individual for each title.
West Wales News Review shall include a statement of arrangements which includes to whom notice of failure in compliance with the law of England and Wales would be reported (whether complained about or not), together with steps to deal with any failures in compliance.
Stage One: Making a Complaint
Information on how to make a complaint is clearly publicised in the Contact and Complaints section of our publication.
Complaints may be sent in writing to Us at Dan y Capel, Llansawel, Llandeilo SA19 7JP, by e-mail at firstname.lastname@example.org, or telephone on 01558 685043 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:
The complainant’s name, address, e-mail address and telephone number
If the complaint is about a news article it must include:
the name and date of the publication and page reference of the specific article being complained about plus the URL.
URL/Link to any visual or audio element of the complaint.
a written account of what is being complained about with clear reference made to (i) any specific words or phrases in the article that are relevant to the complaint.
the desired outcome or remedy sought by the complainant
If the complaint is about the conduct or behaviour of an employee or contributor it must include:
the name(s) of the individual(s) being complained about (if known) or any other information which may identify the individual (s)
a written account of what is being complained about with clear reference made to (i) the nature of the behaviour or conduct being complained about including any relevant times, dates, correspondence or other evidence to support the complaint and (ii) the desired outcome or remedy sought by the complainant
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 7 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 editor 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.
This policy is reviewed regularly and updated as required.
Adopted on:…April 3rd 2019…………………………
Last reviewed:…May 11th 2019………………………