How to make a complaint about Hackney Citizen content

The Hackney Citizen takes complaints about editorial content seriously. We are committed to abiding by the rules and regulations of the Independent Press Standards Organisation (IPSO) and the Editors’ Code of Practice, and we will seek to resolve substantial complaints from anyone who feels we have breached editorial standards.

How to complain

It can help to read the Editors’ Code of Practice first, as it sets out the standards we follow. To make a complaint, email us at editor@hackneycitizen.co.uk with the following:

  • The article you’re complaining about
  • The date it appeared
  • Whether it appeared in print, online, or both
  • The nature of your complaint, in no more than 500 words
  • If you can, which part of the Editors’ Code you believe it breaches (don’t worry if you’re not sure — it helps, but it isn’t essential)

What happens next

You should receive a reply acknowledging your complaint. If we are taking it up, we aim to be in touch within 72 hours.

We aim to give a substantive response within 28 days of receiving all the information we need to investigate. This may take longer in more complex cases, or where the journalists involved are away or unreachable. If we receive multiple complaints about the same issue, we may not respond to all of them individually.

If we find there has 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. If we don’t believe the Code has been breached, we will tell you and explain why.

Our timescales

We aim to resolve any complaint brought under the IPSO Editors’ Code within 28 days of establishing full details. If at any stage we do not hear back from you within 28 days, we will consider the complaint satisfied and closed.

If you are not satisfied

If we cannot resolve your complaint to your satisfaction within 28 days, or you are unhappy with the outcome, you can refer the matter to IPSO directly.

Treating each other fairly

We will handle your complaint fairly and courteously, and we ask the same in return. We reserve the right to decline to consider complaints that are abusive or gratuitously offensive.

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