Complaints policy

1. Purpose

This policy explains how to raise concerns about editorial accuracy, tone, accessibility, personal data handling, or other aspects of our service. We aim to handle complaints fairly and promptly under United Kingdom expectations for small publishers.

2. How to complain

Send a clear summary of the issue, the page URL if relevant, and your preferred contact details to the email address above, or write to the postal address. Avoid including special category data about health unless strictly necessary for your complaint; we may delete excessive sensitive detail to minimise data risk.

3. Timescales

We aim to acknowledge complaints within five working days (Monday to Friday, excluding English bank holidays). Substantive replies typically follow within twenty working days. Complex investigations may take longer; we will explain any delay.

4. Data protection complaints

If your complaint concerns privacy, you may also contact the Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (ico.org.uk). Our Privacy Policy lists your statutory rights.

5. Advertising and third parties

We cannot adjudicate disputes between you and unrelated advertisers or platforms. For advertising standards in the UK, see the Advertising Standards Authority (asa.org.uk). Our own advertising approach is described on the Advertising transparency page.

6. Escalation

If you remain dissatisfied after our final response, you may seek advice from Citizens Advice or, where applicable, an approved alternative dispute resolution provider. This does not affect statutory rights.