At The Havering Daily Ltd., we value feedback from our readers and take complaints seriously. We are committed to maintaining the highest standards of journalism in line with the Editors’ Code of Practice, as regulated by the Independent Press Standards Organisation (IPSO).
This Complaints Handling Procedure outlines how complaints can be submitted and how they will be handled.
1. Types of Complaints
Complaints can relate to any content published by The Havering Daily Ltd., including articles, images, videos, or any other media.
Common types of complaints may include:
- Factual inaccuracies
- Breaches of privacy
- Harassment or intrusion
- Discrimination
- Inappropriate or misleading content
- Any potential breach of the Editors’ Code of Practice
2. Submitting a Complaint
Complaints can be submitted through newsdesk@thehaveringdaily.co.uk
To help us investigate efficiently, complainants should include:
- The article or content in question (with link if possible)
- Details of the complaint
- The outcome they are seeking
3. Complaints Process
3.1 Receipt of Complaint
We will acknowledge receipt of a complaint within 48 hours where possible.
3.2 Initial Review
Our editorial team will conduct an initial review to understand the nature of the complaint. This typically takes 1–3 business days.
3.3 Investigation
Where necessary, we will carry out a full investigation, reviewing the content and consulting relevant parties. This process typically takes 5–10 business days, depending on complexity.
3.4 Response
We aim to provide a full response within 15 business days of receiving the complaint. Our response will include:
- Our findings
- Any action taken (if applicable)
3.5 Corrections and Clarifications
If a complaint is upheld, we will take appropriate action. This may include:
- Publishing a correction
- Publishing a clarification
- Amending or removing content where appropriate
All corrections will be made promptly and with due prominence, in line with the Editors’ Code of Practice.
4. Escalation to IPSO
If a complainant is not satisfied with our response, they have the right to refer their complaint to the Independent Press Standards Organisation (IPSO).
IPSO regulates the UK press and can investigate complaints about breaches of the Editors’ Code of Practice.
Complaints must normally be referred to IPSO within four months of publication.
Further information can be found at:
http://www.ipso.co.uk
5. Records Keeping
All complaints and their outcomes will be recorded and securely retained for a minimum of two years.
6. Confidentiality
We will treat all complaints with appropriate confidentiality. Personal information will only be used for the purpose of handling the complaint and will not be shared with third parties unless required by law or as part of an IPSO investigation.
7. Continuous Improvement
We regularly review complaints and outcomes to identify trends or recurring issues. This helps ensure we continuously improve and maintain the highest standards of journalism.
The Havering Daily Ltd. is committed to transparency, accountability, and compliance with the Editors’ Code of Practice. We welcome feedback as part of our ongoing commitment to serving our community with accurate and responsible journalism.