This policy and process applies to editorial complaints only. For other complaints, please see our complaints section in the terms and conditions.
Freelance Corner takes all complaints about editorial content seriously. Although we are not regulated by the Independent Press Standards Organisation’s (IPSO), we are committed to enforcing the Editors’ Code of Practice. Complaints which fall outside of the Editor’s Code, will be considered alongside other criteria on a case by case basis for resolution
1. What is a complaint?
When making a complaint, you must clearly state that you are making a formal complaint under this policy.
2. What does this policy cover?
This policy only applies to complaints about editorial content in our publications and digital services that we control in the UK, Channel Islands and Isle of Man. It does not cover:
- Complaints about TV and radio services (which are regulated by Ofcom, ATVOD and/or the BBC Trust);
- Complaints about advertising (which are regulated by the Advertising Standards Authority);
- Concerns about matters of taste/decency and due impartiality;
- Complaints about books; or
- Complaints about ‘user generated content’ (i.e. material on our digital services e.g. websites or apps that is not posted by us or on our behalf) which we have not reviewed or moderated.
3. How to complain
Complaints should be made in writing, either by email to firstname.lastname@example.org or by post to Freelance Corner magazine, IPSE, Heron House, 10 Dean Farrar Street, London, SW1H 0DX.
We will respond to all complaints, which are within 12 months from the first behaviour or first publication of the article you are complaining about.
When making your complaint, where possible, you should 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:
- Any person who has been directly affected by the matter complained of; or
- From a representative group affected by an alleged breach of the Editor’s Code which is significant and of substantial public interest; or
- From a third party seeking to correct a significant inaccuracy of published information.
We reserve the right to reject 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 investigate.
- We will always treat you courteously and with respect. We do not expect any aggressive or abusive language or behaviour and we are not required to continue communicating with you, while this behaviour continues.
5. What happens if you are unhappy with our final response?
If you are unhappy with our final response to your complaint, you can appeal. Should your complaint reach this stage, we will provide you with the relevant information you will need to appeal.
6. Policy changes
Freelance Corner reserves the right to amend this policy as required to ensure compliance with the latest press regulations. It is the individual’s responsibility to review the policy before making a complaint. Your complaint will be considered against the published policy on the date of receipt of your complaint.
This policy was last updated on 7 May 2019.