We take complaints seriously and are happy to clarify errors that may occur in the Express & Star.
We abide to Independent Press Standards Organisation (Ipso) rules and regulations and the Editors’ Code of Practice that IPSO enforces.
If you have a complaint about one of our stories, you should email firstname.lastname@example.org or write to The Editor, Express & Star, 51-53 Queen Street, Wolverhampton, WV1 1ES.
Complaints will only be accepted within four months from the date of the first publication of the article.
Where an article remains accessible on our website, complaints will be accepted up to 12 months from the date of the behaviour or first publication of the article that you are complaining about.
When making your complaint, please include a copy of the article in question, or a link to the relevant webpage or a web address. If you are unable to include a copy of the article, please provide details of the date it was published. Provide an outline of your complaint, with reference to the Editors’ Code.
We will consider complaints from any person who has been directly affected by the matter complained of; or from a representative group affected by an alleged breach of the Editor’s Code which is significant and of substantial public interest; or from a third party seeking to correct a significant inaccuracy of published information.
We reserve the right to reject complaints that show no breach of the Editors’ Code.
The complaints process is free of charge irrespective of the outcome of your complaint
We aim to acknowledge your complaint within five working days of receipt.
If we receive multiple complaints about the same issue we may make one response to all.
We will resolve your complaint within 28 days of receiving everything we need from you to allow us to investigate. If we fail to meet this timescale, you can take your complaint to Ipso.
If you are unhappy with our final response to your complaint you may complain to Ipso.
Ipso offers without charge a complaints handling service to the public in cases where there has been a disagreement between a complainant and us about whether the Editors’ Code has been breached. We will be asked to confirm that our complaints procedure has been exhausted and will do so in writing.