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This is our Complaints Procedure...
Stage One - Making a Complaint
1. Complaints may be sent in writing to Southport Reporter at:-
4a Post Office Avenue
You can also send them vai email to:- firstname.lastname@example.org or telephone:- 01704513569 or other reasonable means where this is more convenient and practical for the complainant.
2. Complainants should provide the following information before their complaint will be considered: -
• The complainant's name, address, email address and telephone number
• If the complaint is about a news article it must include: -
If the complaint is about the conduct or behaviour of an employee or contributor to Southport Reporter it must include: -
3. Southport Reporter will make reasonable efforts to contact a complainant by telephone, email or in writing to ensure that sufficient information is provided to respond to the complaint.
Stage Two – Recording, Investigating and Resolving the Complaint
4. The complaint information should be passed to the person responsible for legal standards and compliance (“The Complaints Editor”) at Southport Reporter. They will record it in the complaints log and if all required information has been provided they will acknowledge receipt of the complaint by e-mail or in writing within 7 calendar days of receipt of the complaint.
5. The acknowledgement of receipt of a complaint should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
6. The Complaints Editor is responsible for ensuring that the circumstances of the complaint are investigated. This may require the complainant to provide additional information, documents or other evidence to support their complaint.
7. Complainants should receive a final decision letter within 21 calendar days from the date of the receipt of the complaint.
8. The final decision letter or progress report letter must inform complainants that they have the right to refer their complaint to IMPRESS, stating the applicable time limits, set out in clause 4.4 of the IMPRESS Regulatory Scheme, and how to contact IMPRESS.
9. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Three – Escalating the Complaint to IMPRESS
10. If the complainant feels that the problem has not been satisfactorily resolved by Southport Reporter at Stage Two or if the complainant feels that the complaint is so urgent that they cannot wait for Southport Reporter to respond, they can request that the complaint is reviewed by IMPRESS in accordance with its Regulatory Scheme, by contacting IMPRESS at the following address.
IMPRESS - The Independent Monitor for the Press CIC
83 Victoria Street
Telephone:- (+44) 0 20 3585 4160