Our complaints procedure explained - The Jewish Chronicle

If we have reported something you disagree with, have made a factual error or you simply wish to rectify something you have seen in print or online, please feel free to let us know. We will do our best to rectify matters if at all possible. This page describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.

How do we view complaints?

We are here to serve the community. This does not mean pleasing everyone all the time. But it does mean we try to conduct our business honestly, openly and in good faith. While we have a public duty to report matters that are in the public interest, we try to do so in accordance with the Editor's code of Conduct, as stipulated by the Press Standards Board of Finance. That means we take them extremely seriously.

What can I complain about?

Some examples may include:

● Factual errors about you. If we got something wrong, you can tell us.
● Failure to give you the right of reply.
● Something you find offensive and wouldn't want a young member of your family to read, perhaps
● Our service; the way you were treated by a member of our staff or a recognised freelance
● Ethical matters: the way we obtained the information you are complaining about.
● Our failure to act on a complaint once we have been informed.

Your complaint may involve more than one of these. We recognise that.

What shouldn't I complain about?

Some examples may include:

● A request to remove an accurate and justified piece of journalism from our archive.
● Journalism obtained in a legitimate way and published in the public interest. ie: evidence given in open court.
● Freedom of Information requests
● Legal proceedings or judgements

Either way, we are happy to outline further if it helps give clarity on such differences.

Who can complain?

Anyone can make a complaint, although clearly it carries more weight if you, or perhaps a close member of your family, are affected.

How do I complain?

Please do not complain in person at our offices. Newspaper staff have busy schedules and the nature of their work means they are often absent at any rate. In the first instance, we suggest emailing to complaints@thejc.com or writing to us at 28 St Albans Lane, Golders Green, London NW11 7QE. Please mark the envelope Editorial Complaint or include those words in the subject field.

We will endeavour to respond to your complaint within 48 hours, either to tell you it has been noted, being dealt with or to offer a remedy. In some cases, we may ask for further information and other evidence to support your assertions, if appropriate.

In many cases, you may simply disagree with something we have written and want to go on the record to state your view. In such instances, we would encourage readers to write a letter for publication. For inclusion, it would have to pass the same “tests” as anything else we publish, such as accuracy, decency etc.

Do remember, though that when making a complaint, tell us:

● Your full contact details
● As clearly as you can what the complaint is about
● How you would like us to resolve it

What happens next? And what if I'm not satisfied?

We will respond in several ways:

● Offer an apology and a remedy
● Give you a full explanation as to how it happened and suggest options for remedy
● Investigate properly and respond with a verdict, even if that means rejecting the complaint

What do you mean by investigate properly?

That depends on the complaint. But broadly:

● It could mean simply talking to a writer and asking them to verify certain facts, revisiting a source of information or:
● Appointing someone internally to look in detail, re-interviewing and examining shorthand notes etc.
● If it is not possible to act quickly, we will tell you and give you an idea of when you should expect a response.

What if I'm still not satisfied?

After we have fully investigated, if you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Independent Press Standards Organisation to examine it.

Please note: IPSO will not normally look at:

● A complaint that has not completed our internal procedure, so please follow the above steps in the first instance.
● Events that happened, or that you became aware of, more than a year ago
● Anything that has been subject to a court ruling or is being considered by a court.