We have a clear complaints policy at Express Newspapers. If you have a complaint about any of our content, please take a moment to look at the notes below to decide if your comment or complaint is covered by the Editor’s Code of Practice and by our complaints policy.
This policy only applies to complaints about editorial content in our publications and the digital services that we control. It does not cover:
- Complaints about advertising (which is regulated by the Advertising Standards Authority);
- Concerns about matters of taste/decency and due impartiality;
- Complaints about ‘user generated content’ (ie material on our digital services that was not posted by us or on our behalf) which has not been reviewed or moderated;
- Any complaint that falls outside the IPSO Editors’ Code.
We may not consider complaints:
- From any person who has not been personally and directly affected by the matter complained of;
- 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).
If you are taking legal action against one of our publications, you need to let us know, because under IPSO rules we may be unable to consider your complaint.
Complaints about headlines will normally only be considered in the context of the article as a whole to which they relate.
Complaints can only be accepted up to four months from the date of the behaviour(s) or first publication of the item(s) that you are complaining about.
Should the item remain accessible on our website or in another digital format after this time, we will accept complaints up to 12 months from the date of first publication.
Please note IPSO has no authority to award financial compensation.
What Happens to Your Complaint
We aim to acknowledge your complaint within 7 working days of receipt. In making a complaint, you agree to respond promptly to any request for further information. Our complaints process is free of charge, regardless of outcome.
If we receive multiple complaints about the same issue we may make one response to all.
We will attempt to respond to all complaints within 28 days of receiving all the necessary information to allow us to investigate. If we fail to meet this timescale, you can take your complaint to IPSO.
If we accept that we have breached the Editor’s Code we will seek to remedy the breach as required by the Code.
When handling your complaint we will treat you fairly, courteously and with respect. We may decline to consider any complaint that is 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.
In order to fully understand and consider your complaint under the terms of The Code it is vital that all correspondence is conducted with courtesy and is limited to only the issues in hand. Express Newspapers reserves the right to reject any complaint or contact without further contact where abusive, offensive, insulting or intimidating language has been or is being used.
If you are unhappy with our final response to your complaint you may complain to IPSO. We will confirm in writing that you have exhausted our internal complaints procedure. If we cannot resolve your complaint within the 28 day period and we cannot agree an extension of time to see if we can come to a settlement, then you are free to refer this matter to IPSO at the contact details set out above or by email at firstname.lastname@example.org. IPSO will then try to broker a settlement between us but if they determine that a settlement cannot be reached, your complaint may be referred for a formal adjudication by the IPSO Complaints Committee.
We reserve the right to amend this policy as required. We will publish the current policy on our website. Your complaint will be considered against the policy in place on the date of receipt of your complaint.
Postal address for complaints under the IPSO Editors’ Code:
10 Lower Thames Street,
London, EC3R 6EN.
How to Complain
You should fill in the editorial COMPLAINTS FORM on our website with details of your complaint, or write to Complaints, Express Newspapers, 10 Lower Thames Street, London, EC3R 6EN.
You should fill in this form only if you have an editorial complaint on a serious or significant issue and you believe that it is a breach of one of the Clauses of the Editor’s Code.