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:

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:

We reserve the right not to consider complaints:

How do I complain?

For a complaint to be considered it must:

If a complaint is about an article it must include:

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:

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.