Rising Clyde Complaints Procedure

Rising Clyde Complaints Procedure

We can look into complaints about items and articles we have published which are in our control. We adhere to the Standards Code adopted by IMPRESS and can only deal with complains which relate to an alleged breach of our Standards Code or the Standards set out in this Code; http://www.impress.press/standards/

We can only deal with complaints if you are:

  • 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 you complaint
  • A third party seeking to ensure accuracy of published information

All complaints must be made to us at Rising Clyde in writing by email at risingclydecomplaints@gmail.com.

We will acknowledge your complaint by email within 7 business days and aim to respond to your complaint with a final decision within 21 business days. If we require additional information, you have 14 business* days to provide us with the additional information. When we receive any additional information that has been requested we will assess your complaint and aim to give you a full response within a further 21 business days.

*We require a response to any request for additional information within 14 business days. If we do not receive a response, we will write to you to inform you that your complaint has been closed.

Complaints Procedure

  1. Rising Clyde views complaints as an opportunity to learn and improve the quality of its journalism and the contents of its publication(s) for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
  2. Our policy is:
  • To provide a fair complaints procedure which is clear, convenient and easy to use for anyone who wishes to make a complaint
  • To uphold and adhere to our Standards Code as set out in our Standards and Ethics
  • To make public our complaints procedure so people know how to contact us in order to make a complaint
  • To ensure everyone at Rising Clyde knows the complaints procedure
  • To ensure all complaints are dealt with quickly and fairly
  • To ensure complaints are resolved where this is possible

Definition of a Complaint

  1. A complaint is any expression of dissatisfaction, whether justified or not, about the editorial content, standards of journalism or conduct of employees or contributors involved in production of Rising Clyde

Who Can Complain and How?

  1. 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 seeing to ensure accuracy of published information
  1. All complaints should be received by email to risingclydecomplaints@gmail.com, though where this is not possible complaints are accepted by other means

Confidentiality

  1. All complaints will be confidential and handled between only those who need to know
  2. All complainants information will be confidential

Records

  1. Rising Clyde will keep a record of all complaints, including the name and information of the complainant, the alleged breach of Code, and the steps taken to resolve the complaint. This information will remain confidential.
  2. Responsibility for the implementation of the complaints procedure lies with our Complaints Officer at Rising Clyde.

How to make a Complaint

Making a Complaint

  1. Complaints must be sent in writing by email to Rising Clyde at risingclydecomplaints@gmail.com.
  2. Complainants must provide the following information when making a complaint:
  • Their name, e-mail address, and telephone number
  • If the complaint is about an article it must include:
    – the name and date of the publication
    – the URL/link to the article
    – a written account of what is being complained about with reference to any words or phrases in the article that is relevant and any clauses of the Code that is believed to have been breached
  • The outcome desired by the complainant
  • If the complaint is about the behaviour or conduct of an employee at Rising Clyde it must include
    – the name of the individual or any identifying information
    – a written account of what is being complained about with reference to the nature of the behaviour with relevant times, dates, correspondence and any other evidence
    – and the clauses of the Code believed to have been breached
  • The outcome desired by the complainant
  1. Rising Clyde will make an effort to contact the complainant by email to ensure relevant information is received

Recording, Investigating and Resolving a Complaint

  1. The complaint will be passed to and handled by the Complaints Officer at Rising Clyde. They will record the complaint and acknowledge receipt of it by email within 7 business days.
  2. If more information is required the Complaint Officer will contact the complainant to request more information. When sufficient information and evidence has been provided, the Complaints officer will then record the complaint and acknowledge receipt of it by email within 7 business days.
  3. If 14 days have passed after a request for more information, and the complainant has not provided more information, the Complaints Officer will then contact the complainant by email to confirm the complaint has been closed.
  4. The Complaints Officer is responsible for ensuring the complaint is investigated. The complainant may have to provide more information or evidence in order for their complaint to be investigated sufficiently.
  5. Complainants will receive a final decision or update to their complaint within 21 business days from the receipt of their complaint.