Tamworth Informed Complaints Procedure

The Policy

This complaints policy applies only to this website (the “Site”).

More information about Tamworth Informed Ltd (“we”, “us”, “our”) and our policies can be found in our Privacy Policy our Terms and Conditions and our Site Rules.

  1. We will consider complaints under our Complaints Policy concerning editorial content (eg articles and/or photographs) on out own websites/social media channels and/or the conduct of journalists/photographers either employed by us or commissioned by us on a freelance basis. Details of how to make a complaint are further down this page.
  2. Although we are not currently regulated by the Independent Press Standards Organisation (IPSO) we do follow, as guidance, the Editors’ Code of Practice which is set out by them.
  3. We will only consider complaints under this Policy that fall within the Editors’ Code of Practice ( “The Code” ) available here. If you have any other concerns you are welcome to contact us via this form.
  4. Complaints NOT covered by the Complaints Policy
    1. Concerns about matters of editorial policy, taste, decency, impartiality, or disagreements with the opinions of a publication or its columnists on a moral, political or other basis. The code is designed to address the potentially competing rights of freedom of expression and other rights of individuals, such as privacy. Newspapers and magazines have editorial freedom to publish what they consider to be appropriate provided that the rights of individuals are not compromised and that the Code is not otherwise breached.
    2. Lobbying on the general subject matter of articles and/or campaigns
    3. Vexatious and/or abusive complaints
    4. Complaints about online material originally generated by us on any website that is not owned or controlled by us.
    5. Complaints about User Generated Content (eg comments by members of the public) on any website that has not been pre-moderated by us.
    6. Complaints about spelling/grammar and/or simple matters of fact that do not affect the complainant personally.
    7. Complaints about advertising – If you are concerned about an advert that has appeared on our website or social media platforms, please refer to the Advertising Standards Authority (ASA) which is is the regulator for the advertising industry. Website www.asa.org.uk
  5. Discretion
    We may at our discretion, consider a complaint (where an alleged breach of The Code is significant and there is substantial public interest in considering the complaint) from a representative group affected by the alleged breach, or from a third party seeking to correct a significant inaccuracy of published information. In the case of third party complaints, the position of the party most closely involved will be taken into account. If a complaint comes from multiple complainants, we reserve the right to respond with one generic reply.
  6. Time Limits For Complaints
    We will generally only accept complaints under our Complaints Procedure that are made within one year of an article first appearing online.
  7. Procedure and Timetable
    Once a complaint is received, we will acknowledge your complaint within 7 days. This acknowledgment may include a request for further clarification as to the nature of your complaint or more detail to help us determine whether there has been a breach of the Code. Our aim is to try to resolve your complaint amicably and quickly. However, if your complaint contains matters that require further research, are of a complex nature and/or require staff to be consulted who may be away, for instance, on annual leave then we will inform you of the expected response date. We will strive to resolve your complaint within 28 days of first receipt of your complaint. If we respond to you and do not hear back for a period longer than 28 days we will conclude that you have dropped your complaint and we will consider the matter closed.
  8. Conduct
    In order to fully understand and consider your complaint under the terms of The Code it is vital that all correspondence is conducted with courtesy and is limited to only the issues in hand. Although we appreciate that you may be upset by the publication of an article that has affected you (and we will strive to be sympathetic and considerate in investigating your complaint) we reserve the right to reject any complaint or contact without further contact where abusive , offensive, insulting or intimidating language has been or is being used.
  9. Changes
    We reserve the right to amend this Policy at any time, but should this happen, it will adhere to the Policy that was in place at the time of any complaint.
  10. Your data
    Your data, including any particularly sensitive data (such as data relating to criminal records) that you choose to provide as part of the complaint, will be used for purposes of investigating and/or resolving your complaint. In order to investigate, we may need to pass the details provided by you to journalists who have worked on the article complained of or have been involved with allegations you have made in order for them to respond to the allegations made. Further, if the allegation concerns the behaviour of a freelance journalist, confidential source or an agency we may need to pass details of the complaint to them. By submitting details to us, you consent to your data being processed in this way. If you have any queries about the way that we process the data submitted as part of your complaint, please contact us at hello@tamworthinformed.co.uk
How to make a complaint

We will only accept complaints that are inline with the above procedure and that include all of the below details to enable us to investigate.

If you wish to make a complaint to us, please do so by emailing hello@tamworthinformed.co.uk with the following details:

  1. Your Full Name.
  2. Your Date of Birth.
  3. The email address you would like correspondence to be sent on.
  4. Article Headline.
  5. Article Publication Date.
  6. Link to the article.
  7. An indication as to which clause(s) of the Editors’ Code the complaint refers to.
  8. A FULL description of the complaint.
  9. Any supporting Documents.

We will then acknowledge your complaint inline with our procedure on this page.