Complaints & Corrections

5Pillars strives to report news accurately and responsibly, and if we make a mistake, we rely on our readers to help us maintain high journalistic standards.

Corrections

We aim to correct straightforward errors as soon as possible. This will usually be within 24 hours of receiving a notification. Where appropriate corrections will clearly state the error, how and when it was corrected will appear at the bottom of the relevant article. Significant corrections are pinned for 24 hours to the top of our Facebook and Twitter profiles.

If you spot an error, please contact us at info@5pillarsuk.com

Complaints

However, if you have a complaint that you feel might be a breach of press standards, then the following details will help you make an official complaint.

We can look into complaints about items we have published which are in our control. We are regulated by IMPRESS, the independent monitor for the press, and adhere to their Standards Code. The 5Pillars Complaints Editor can only deal with complaints which relate to an alleged breach of the standards set out in this code. So before submitting a complaint, you should take steps to understand whether the code has been breached.

Please note that we can only deal with your complaint 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 your complaint;
  • A third party seeking to ensure the accuracy of published information.

5Pillars will always aim to handle complaints fairly, courteously, and with respect and expects the same behaviour from complainants.

How to make a complaint

Initially, any complaint must be made to the Complaints Editor at 5Pillars by emailing: info@5pillarsuk.com

You must include all of the following information for your complaint to be considered:

1) Your name and email (please also provide address and telephone number if you wish to be contacted in this way).

2) If the complaint is about a news article it must include:

a) the name and date of the specific article being complained about plus the URL link.
b) 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 Standards Code adopted by IMPRESS that the complainant believes to have been breached.
c) The desired outcome or remedy sought by the complainant (e.g. correction, private apology, published apology, removal of the article, or other action).

If the complaint is about the conduct or behaviour of a 5Pillars editor, reporter or contributor, it must include:

a) The name(s) of the individual(s) being complained about (if known) or any other information which may identify the individual(s).
b) 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.
c) The desired outcome(s) or remedy sought by the complainant (e.g. correction, private apology, published apology, removal of the article, or other action).

Relevant clauses of the code are:

  1. Accuracy
  2. Attribution & Plagiarism
  3. Children
  4. Discrimination
  5. Harassment
  6. Justice
  7. Privacy
  8. Sources
  9. Suicide
  10. Transparency

You can download the standards code and further guidance on interpretation of the code (pdf) or you can view both online here.

Complaints Process

5Pillars will make reasonable efforts to contact a complainant by telephone, email or in writing to ensure that sufficient information is provided to respond to the complaint.

We will acknowledge your complaint by email or in writing within 7 calendar days and will normally respond to your complaint with a final decision letter within 21 calendar days. If we uphold your complaint, we will tell you the remedial actions we have taken.

If at any stage of a complaint we do not hear back from the complainant within 21 calendar days, we will consider the complaint satisfied and closed.

Complaints are recorded and submitted to IMPRESS for publication in their annual report.

…………………………………………………….

If you are not satisfied with the final response to your complaint, or if you do not hear from us within 21 calendar days of submitting your complaint, then you can refer your complaint to our independent regulator IMPRESS at the following address:

IMPRESS The Independent Monitor for the Press CIC
16-18 New Bridge Street, London, EC4V 6AG
Tel 020 3325 4288.
complaints@impress.press
www.impress.press

Further information regarding submitting a complaint to IMPRESS can be found in their Complaints FAQ.

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