Legal  ⁄  Complaints

Exeter Observer Limited is committed to working within and adhering to the Editors’ Code of Practice (“the Code”).

However if you believe that we have breached the Code and wish to make a complaint, please submit your complaint in writing in accordance with the following guidance to us at .

What can I complain about?

We can only look into complaints about editorial content we have published which is in our control and can only consider complaints which relate to an alleged breach of the standards set out in the Code.

The Code handles complaints in sixteen areas. They are:

• Accuracy
• Privacy*
• Harassment*
• Intrusion into grief or shock
• Reporting suicide*
• Children*
• Children in sex cases*
• Hospitals*
• Reporting of crime*
• Clandestine devices and subterfuge*
• Victims of sexual assault
• Discrimination
• Financial journalism
• Confidential sources
• Witness payments in criminal trials
• Payment to criminals*

The Code recognises that there may be exceptions in relation to the areas marked with an asterisk where they can be demonstrated to be in the public interest.

The Editors’ Code of Practice can be viewed in full online or downloaded complete with its accompanying handbook.

Who can complain?

We can only deal with complaints from:

• persons who are personally and directly affected by an alleged breach of the Code; or
• representative groups affected by an alleged breach of the Code where there is public interest in the complaint; or
• third parties seeking to ensure the accuracy of published information.

We reserve the right not to consider complaints:

• from anyone not personally and directly affected by the matter which forms the subject of the complaint; or
• from relevant representative groups where there is not a public interest in the complaint; or
• from third parties for any other reason than to ensure the accuracy of published information; or
• that are trivial, hypothetical or otherwise vexatious or insignificant; or
• that are without justification, such as an attempt to argue a point of view or to lobby.

How do I complain?

For a complaint to be considered it must:

• include your full name, email address, telephone number and residential postal address; and
• set out the nature of your complaint in no more than 500 words; and
• be made within three months of the date of the publication of the article or the occurrence of the conduct or behaviour being complained about.

If a complaint is about an article it must include:

• the headline and date of the article being complained about and the URL for the web page on which the full article appears; and

• a detailed description of what is being complained about with clear reference made to:

  (i) any specific words, phrases or visual materials in the article that are relevant to the complaint; and

  (ii) any clauses of the Code that you believe have been breached; and

  (iii) in what way you believe any specific words, phrases or visual materials identified in (i) have breached any clauses of the Code identified in (ii).

It must also specify the desired outcome or remedy sought e.g. correction, private apology, published apology, removal of the article, or other action.

If a complaint is about the conduct or behaviour of any employee of Exeter Observer Limited or contributor it must include:

• the name or names of the individual or individuals being complained about (if known), or any other information which may identify them; and

• a detailed description 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) any clauses of the Code you believe have been breached; and

  (iii) in what way you believe any behaviour or conduct identified in (i) have breached any clauses of the Code identified in (ii).

It must also specify the desired outcome or remedy sought e.g. private apology, published apology, or other action.

What happens to my complaint?

We will acknowledge your complaint by email within seven working days, excluding UK public holidays.

We will investigate your complaint in respect of any clauses of the Code that you believe have been breached and will respond accordingly, normally within 28 working days, excluding UK public holidays.

Complex cases where more information is required, or circumstances in which employees or contributors are away or unreachable, may take longer. In such cases we will inform you within 28 working days, excluding UK public holidays.

If we uphold your complaint, we will tell you any remedial actions we have taken.

If at any stage of a complaint we request further information from you and do not hear back from you within seven working days, excluding UK public holidays, we will consider the complaint satisfied and closed.

If you are not satisfied with our response to your complaint, or if you do not hear from us within 28 working days of submitting your complaint, excluding UK public holidays, you may wish to seek professional legal advice.

We will always seek to handle complaints fairly, courteously and with respect. We expect the same behaviour from complainants and reserve the right to decline to consider complaints that are abusive, malicious or offensive.

We reserve the right to amend this complaints policy without notice. Complaints will be considered against the policy published on our website on the date of their receipt.