Complaints

East Anglia Bylines is published by Bylines Networks Limited. Our formal complaints policy can be accessed via this link:

Bylines Networks Limited views complaints as an opportunity to learn and improve the quality of our journalism and the contents of our publications for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint. We are regulated by IMPRESS and uphold and adhere to their Standards Code (Code), which can be accessed here.

If you would like to make a complaint about East Anglia Bylines – our website content, social media accounts, standards of journalism or conduct of our employees or contributors – please follow this process. All complaints will be dealt with promptly and fairly, with decisions based on sufficient investigation of the circumstances. Where appropriate we will offer a suitable remedy.

Who can complain?

Complaints may come from any person or organisation who is:

  • personally and directly affected by an alleged breach of the Code
  • a representative group affected by an alleged breach of the Code, where there is public interest in the complaint
  • a third party seeking to ensure accuracy of published information

How to complain

Complaints should be submitted in writing by email to the editor-in-chief Anna Damski at editor@eastangliabylines.co.uk, or to the compliance officer Louise Houghton by email at louise@bylinesnetworks.co.uk, or to the Bylines Networks Limited company address: 12 Victoria road, Barnsley, South Yorkshire, S70 2BB.

Complaints can be accepted via other reasonable means where it is not convenient or practical for the individual complainant to complain in writing.

Complaints should clearly mark the complaint as such. General enquiries and requests for corrections will not normally be dealt with as a complaint, unless the complainant makes it clear that they wish to make a complaint.

We require complaints to provide the following information before the complaint will be considered:

  • The complainant’s name, address, e-mail address and telephone number (we will make reasonable efforts to contact a complainant by telephone, e-mail or in writing to ensure that sufficient information is provided to respond to the complaint)
  • If the complaint is about a news article it must include:
    • The article title, author name and date of the publication, plus the URL.
    • A written account of what is being complained about with clear reference made to (i) any specific words or phrases in the article that are relevant to the complaint; and (ii) any clauses of the Code the complainant believes to have been breached
    • The desired outcome or remedy sought by the complainant
  • If the complaint is about the conduct or behaviour of an employee or contributor it must include:
    • The name(s) of the individual(s) being complained about (if known) or any other information which may identify the individual (s)
    • A written account of what is being complained about with clear reference made to (i) the nature of the behaviour or conduct being complained about including any relevant times, dates, correspondence or other evidence to support the complaint; and (ii) any clauses of the Code that the complainant believes to have been breached
    • The desired outcome or remedy sought by the complainant

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Investigation

We will acknowledge receipt of your complaint by e-mail or in writing within 7 calendar days of its receipt. This acknowledgement will say who’s dealing with the complaint and when the person complaining can expect a reply.

As part of our investigation, we may require you to provide additional information, documents or other evidence to support your complaint. Complainants will receive a final decision letter within 21 calendar days from the date of the receipt of the complaint. This will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result.

Escalation

If the complainant feels that the problem has not been satisfactorily resolved, or if the complainant feels that there are justifiable reasons why the complaint is so urgent that they cannot wait for us to respond, they can request that the complaint is reviewed by IMPRESS in accordance with its Regulatory Scheme, by contacting IMPRESS using the following details.

Written records and monitoring

We maintain a written record of all complaints, to include the name and contact details of the complainant, the material or conduct in respect of which the complaint is made and the alleged Code breach. Each complaint record also includes any steps taken by us to address the complaint, and the outcome of the complaint. This record is made available to IMPRESS and to the public (in a redacted form, where necessary), for publication by IMPRESS in its annual report. We monitor these records monthly to ensure any learning is captured and action taken.

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