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How to make a complaint about Hackney Citizen content

Citizen News & Media takes complaints about editorial content seriously, and is committed to correcting any substantial errors as soon as possible.

Corrections appear on the relevant web page and/or in the newspaper.

We are committed to abiding by the Editors’ Code of Practice, the Editors’ Code.

The Editors’ Code was developed by the industry and used by the Press Complaints Commission over many years.

Before contacting us, you should read through the Editors’ Code.

We will seek to resolve substantial complaints and queries from individuals who feel that we have breached editorial standards.

We reserve the right not to consider complaints:

  • From anyone not personally and directly affected by the matter which forms the subject of the complaint
  • That are trivial, hypothetical or otherwise vexatious or insignificant
  • That are without justification (such as an attempt to argue a point of view or to lobby)
  • About advertising (unless in exceptional circumstances)

How to complain

Please read the Editors’ Code first to understand whether we can look into your complaint.

You can then email us at office@hackneycitizen.co.uk outlining the following points:

  • The article you’re complaining about.
  • The date on which it appeared.
  • Whether the article appeared in print and / or online.
  • The nature of your complaint in no more than 500 words.
  • Which part of the Editorial Code it breaches.

Please note that in making a complaint, you agree to respond promptly to any request for further information.

We reserve the right to amend our complaints procedure as required.

We will publish the current procedure on our website.

Your complaint will be considered against the published procedure on the date of receipt of your complaint.

What happens to your complaint

Once we’ve received your complaint, you should receive a reply acknowledging receipt.

If your complaint is being taken up, we aim to contact you within 72 hours.

We aim to give a substantive response to your complaint within 28 days of receiving all the necessary information to allow us to investigate.

However, this may take longer in more complex cases where more information is required, or where journalists are away or unreachable.

If we receive multiple complaints about the same issue we may not respond to all.

If we deem there to have been a breach of the Editors’ Code, we will suggest an appropriate remedy.

Corrections and clarifications will appear on the relevant web page and/or in the newspaper.

We will aim to handle your complaint fairly and courteously.

We expect the same behaviour from complainants and reserve the right to decline to consider complaints that are abusive or gratuitously offensive.

If at any stage of your complaint we do not hear back from you within 28 days, we will consider your complaint satisfied and closed.

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