The Cheltenham Post is committed to working within and adhering to the Editors’ Code of Practice.
If you believe that The Cheltenham Post has breached the Editors’ Code of Practice, you can make a complaint in writing to the Editor at nick@cheltenhampost.co.uk.
How to make a complaint
To help us investigate your complaint, please provide:
- The name and date of the publication, where applicable.
- Details of the specific article, item or material concerned.
- The URL of the article, where applicable, and links to any relevant image, video or other online material.
- A clear description of your complaint, identifying the specific words, phrases, images, actions or other material about which you are concerned.
- Any relevant supporting information or documentation.
- The relevant clause or clauses of the Editors’ Code of Practice, if known.
We may contact you if we require further information in order to investigate your complaint.
Who can complain?
Complaints should normally be made by a named individual who is directly affected by the matter complained about. Where a complaint concerns a business or organisation, it should be made by an authorised representative of that organisation.
In submitting a complaint, you should provide your full name and appropriate contact details so that we can communicate with you about the complaint.
What can I complain about?
You can complain about material published by The Cheltenham Post, whether in print or online, including words, images, audio and video.
You can also complain about the conduct of an individual journalist or employee where the conduct raises an issue under the Editors’ Code of Practice.
Complaints should identify the specific conduct or published material concerned and explain why you believe it breaches the Editors’ Code of Practice.
Time limit
Complaints should be made as soon as reasonably possible and normally within four months of the relevant conduct or first publication of the material complained about.
Where material remains available online, we may consider a complaint made after this period where appropriate, having regard to the circumstances and the relevant IPSO requirements.
Complaints process
- We will acknowledge receipt of your complaint, normally within three working days.
- The Editor will investigate the complaint fairly and proportionately, taking into account the Editors’ Code of Practice and any relevant information provided by the complainant.
- We may contact the complainant for clarification or further information where necessary.
- We will endeavour to provide a substantive response within 21 working days of receiving all the information reasonably required to investigate the complaint. More complex complaints may take longer, in which case we will explain the reason for the delay.
- If we uphold a complaint, we will explain the outcome and, where appropriate, the remedial action taken or proposed.
- Where a complaint cannot be resolved through our internal complaints procedure, the complainant may have the right to refer the matter to IPSO, where applicable.
Confidentiality and personal information
Information provided as part of a complaint will be handled sensitively and in accordance with applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018.
Personal information will be used for the purposes of investigating and responding to the complaint and will be handled in accordance with our Privacy Policy.