The Staffordshire Signal CIC

The Staffordshire Signal CIC, referred to in this policy as “we”, “us” or “our”, views complaints as an opportunity to learn and improve the quality of our journalism and publications. Complaints also provide an opportunity to put things right for the person or organisation that has raised the concern.

Our policy

We are committed to:

• Providing a fair complaints procedure that is clear, convenient and easy to use for anyone wishing to make a complaint, particularly people who are vulnerable or have disabilities.
• Upholding and adhering to the Impress Standards Code when assessing complaints.
• Publicising our complaints procedure so readers know how to contact us.
• Ensuring that everyone working for us understands what to do when a complaint is received.
• Dealing with complaints promptly and fairly, with decisions based on a sufficient investigation of the circumstances.
• Offering a suitable remedy where appropriate.
• Resolving complaints wherever possible and maintaining trust in our journalism and publications.
• Gathering information about the complaints we receive so we can continue to improve the quality of our journalism.
• Submitting an annual report to Impress detailing the complaints received and their outcomes.
• Referring complaints that have not been resolved in a timely or satisfactory way to Impress.
• Complying with directions issued by Impress under its Regulatory Scheme.
• Making a confidential whistleblowing hotline, independently operated by Impress, available to all employees and contributors.
• Ensuring that no action is taken against anyone who uses the whistleblowing hotline or declines to breach the Standards Code.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, concerning:

• Editorial content.
• The standards of our journalism.
• The conduct of employees or contributors involved in producing our publications.

The complaint must relate to the standards set out in the Impress Standards Code.

Who can complain?

Complaints may be made by any person or organisation that is:

• Personally and directly affected by an alleged breach of the Standards Code.
• A representative group affected by an alleged breach of the Standards Code, where there is a public interest in the complaint.
• A third party seeking to ensure the accuracy of published information.

How to make a complaint

Complaints should normally be submitted by email or in writing.

We will also accept complaints by other reasonable means where it is not convenient or practical for the complainant to submit the complaint in writing.

A complaint should be clearly identified as a formal complaint.

General enquiries and requests for corrections will not normally be dealt with under this policy unless the person contacting us makes it clear that they wish to make a formal complaint.

Whistleblowing rights of employees and contributors

Employees and contributors are encouraged to contact the confidential Impress whistleblowing hotline if:

• They are being pressured to breach the standards set out in the Impress Standards Code.
• They have concerns that we are not adhering to the standards set out in the Code.

We will provide the contact details for the hotline to all employees and contributors.

Any employee or contributor who uses the hotline does so with our full support and will not be sanctioned as a result.

We will protect whistleblowers from reprisals, victimisation or sanctions when a disclosure has been made in good faith. This protection applies even if a subsequent independent investigation by Impress finds that there has been no breach of the Standards Code or the Impress Regulatory Scheme.

We will not take any action to the detriment of anyone who:

• Uses the Impress whistleblowing hotline.
• Declines to breach the Standards Code adopted by us as part of our compliance with the Impress Regulatory Scheme.

Confidentiality

All information relating to complaints will be handled sensitively.

Information will only be shared with people who need to know it, and we will comply with all relevant data protection requirements.

Compliance records

We will maintain a written record of all complaints relating to each of our publications.

Each record will include:

• The name and contact details of the complainant.
• The material or conduct being complained about.
• The alleged breach of the Impress Standards Code.
• The steps we have taken to address the complaint.
• The outcome of the complaint.

These records will be made available to Impress and may be made available to the public in a redacted form where necessary for inclusion in Impress’s annual report.

We will report to Impress any compliance failures that we become aware of, whether or not a formal complaint has been made.

Complaints will be reviewed quarterly to identify trends and determine whether further action or improvements are required.

Responsibility

Overall responsibility for this policy and its implementation lies with the Sole Director of The Staffordshire Signal CIC.

Responsibility for ensuring that complaints are managed in accordance with this policy lies with the person nominated to oversee legal, regulatory and compliance standards for each publication.

Each publication will maintain a statement explaining:

• Its internal authority structure.
• Where responsibility for compliance with the Standards Code lies.
• Who should be notified of a compliance failure, whether or not a complaint has been made.
• The steps that will be taken to address failures in compliance.

Complaints Procedure

Stage One: Making a complaint

Information explaining how to make a complaint will be clearly publicised in our publications and on our website.

Complaints can be submitted by email to:

jenna@thestaffordshiresignal.co.uk

We will also accept complaints through other reasonable means where this is more convenient or practical for the complainant.

Information you must provide

Before we can consider a complaint, the complainant should provide:

• A contact email address.
• Their name, where possible.
• A telephone number, where possible.

Complaints about an article

When a complaint relates to a news article, it should include:

• The name and date of the publication.
• The relevant page number, where applicable.
• The URL of the article.
• A link to any relevant visual or audio material.
• A written explanation of the complaint.
• Clear reference to any specific words or phrases within the article that are relevant to the complaint.
• Details of any clauses of the Impress Standards Code that the complainant believes have been breached.
• The outcome or remedy being sought.

Complaints about conduct or behaviour

When a complaint concerns the conduct or behaviour of an employee or contributor, it should include:

• The name of the person being complained about, where known.
• Any other information that may help us identify the person concerned.
• A written explanation of the conduct or behaviour being complained about.
• Relevant times and dates.
• Copies of relevant correspondence or other supporting evidence.
• Details of any clauses of the Impress Standards Code that the complainant believes have been breached.
• The outcome or remedy being sought.

We will make reasonable efforts to contact the complainant by telephone, email or in writing if we need further information to consider the complaint properly.

Stage Two: Recording, investigating and resolving the complaint

The complaint will be passed to the person responsible for legal standards and compliance.

The complaint will be recorded in our complaints log.

We will acknowledge receipt of the complaint by email or in writing within seven calendar days of receiving it.

The acknowledgement will explain:

• Who is dealing with the complaint.
• When the complainant can expect a response.
• Whether there are any potential conflicts of interest.

A copy of this complaints policy will also be provided.

The person responsible for legal standards and compliance will ensure that:

• The circumstances surrounding the complaint are investigated fairly.
• Any potential conflicts of interest are identified and managed.
• Relevant information and evidence are considered.

The complainant may be asked to provide additional information, documents or evidence.

We aim to issue a final decision letter within 21 calendar days of receiving the complaint.

The final decision letter will explain:

• The action taken to investigate the complaint.
• The conclusions reached following the investigation.
• Any action taken as a result of the complaint.
• Whether the complaint has been upheld, partially upheld or not upheld.
• The complainant’s right to refer the matter to Impress.
• The applicable time limits set out in Clause 5.4 of the Impress Regulatory Scheme.
• How to contact Impress.

This information will be provided whether or not the complaint is upheld.

Stage Three: Escalating a complaint to Impress

A complainant may ask Impress to review their complaint when:

• They believe the complaint has not been satisfactorily resolved by us at Stage Two.
• There are justifiable reasons why the complaint is sufficiently urgent that they cannot wait for us to respond.

Complaints can be referred to Impress in accordance with its Regulatory Scheme.

Contact Impress

Website: impressorg.com/complaints
Email: complaints@impressorg.com
Telephone: 020 3325 4288

Review of this policy

This policy will be reviewed regularly and updated where required.

Adopted: 4 August 2026
Last reviewed: 4 August 2026