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MAKING A COMPLAINT - HOW DO YOU FIND OUT MORE?

Making a complaint to the Press Complaints Commission about a newspaper or magazine could not be easier.

It is free, quick and effective.

If anything here is not clear - or if you want further help - then just pick up the phone to us. We are there to give you all the assistance you need.

Our Helpline number is 0845 600 2757. If you are ringing us from Scotland, the number is 0131 220 6652. From Wales, the number is 029 2039 5570. (These are all local rate numbers, so you will not pay more than the price of a local call.)

If you are deaf or have problems hearing, you can use our Textphone on 020 7831 0123.

If you are blind, or visually impaired, we will provide you with information about our complaints procedure and a copy of the Code on audio cassette.

If your first language is not English we do have information about how to make a complaint in other languages. Please click here for further options.

WHAT DO YOU NEED TO DO NEXT?

If you have a complaint about something in a newspaper or magazine or about the behaviour of a journalist which you think breaks the press Code of Practice - which you can find by clicking here - the best thing to do first is to write to the editor about it as soon as possible. That is usually the quickest way of getting a correction or apology for an inaccuracy or intrusion.

If the editor hasn't replied to you within a week - or you are unhappy with his or her response - then write to us as soon as possible. We will then consider it. There are certain time limits to making a complaint which are set out below.

When writing to the PCC you will need to send us certain pieces of basic information. These are also set out below. You may also find it helpful to look at our FAQ's section if you have any specific questions.

Please remember that throughout the process, our aim will be to try and resolve to your satisfaction any complaint that raises a possible breach of the Code. Complaints can be resolved in a number of different ways, for example through the publication of corrections, letters or further articles.

WRITING YOUR LETTER OF COMPLAINT

Writing your letter of complaint is a simple and straightforward process. If you need help in doing so, we will be more than happy to assist. There are three easy steps.

1. Look at a copy of the press Code of Practice to see which part of it you think the article has breached. If you need advice in doing this, our staff will help you.

2. Summarise your complaint in a letter to us and tell us why you think the Code has been breached. If there are any other relevant letters or documents which might help us to assess the complaint, then please send us copies. Alternatively, you can complete our on-line complaints form by clicking here. Please note that if you make a complaint via e-mail you must supply us with the article either in hard copy form within seven days, or as an attachment or link to the e-mail.

3. Send us a cutting of the complete article - making sure the name of the publication is clear - and a note of the date on which it was published.

Then send your complaint to us in the post:

Press Complaints Commission
Halton House
20/23 Holborn
London EC1N 2JD

You should make your complaint within two months of the publication of the article (unless the piece remains available on the publication's website in which case the delay rules do not apply).

If you have taken up the matter directly with the editor promptly after publication and are dissatisfied with the outcome, we will deal with complaints received up to two months after the end of effective correspondence with him or her.

When dealing directly with readers' complaints about matters that fall under the editors' Code of Practice, newspapers should give accurate information about the PCC's rules on accepting late complaints in case the complainant wishes to refer the matter to the Commission. If the newspaper withholds this information, the Commission may in certain circumstances be more inclined to accept complaints that would otherwise be out of time.

WHAT HAPPENS NEXT?

1. Sometimes we receive complaints about matters that turn out to be outside our responsibility - for instance, about promotions or advertising material. If that is the case, we will tell you promptly and also tell you whether there is an organisation to which you may complain.

2. If your complaint is one that falls under the terms of the Code, an assessment will be made about whether a full investigation is required. If it is, we will follow the procedure set out in point 4 below. If we think a full investigation is not required, your complaint will be presented to the Commission for a ruling under the Code. Commissioners will see your objections as well as a copy of the article under complaint. If they decide there has been no breach of the Code we will write to you with full reasons for this decision. We do not generally take complaints from people who are not directly involved in a story.

3. Even if the Commission decides there is no breach of the Code, we will nonetheless send a copy of your letter to the editor so that he or she is aware of your concerns.

4. If we think that an investigation is required because your complaint may raise a breach of the Code, we will send a copy of your complaint and your supporting documents to the editor. A copy of his or her reply to the complaint will be sent to you for your response. As the investigation continues, you may be asked for more information and comments. You will be sent copies of all relevant documents

5. Our aim will be to deal with your complaint as quickly and effectively as possible, and to resolve any matter that raises a possible breach of the Code to your satisfaction. This might, for instance, be done by obtaining an explanation from the editor, or by the publication of a correction, an apology, a letter from you or by a further article or private letter from the editor.

6. If we can't resolve the complaint to your satisfaction, the Commission will review all the circumstances - including any offers to resolve the complaint made by the editor - and take a decision as to whether there remain any issues under the Code requiring a decision. If the Commission upholds your complaint, the publication concerned will be obliged to publish an adjudication with due prominence. A copy of the ruling will be contained in our bi-annual Report, and also placed on our website. You may choose to withhold your name from any published ruling.

7. Following investigation, the Commission may also conclude that there has been no breach of the Code, or that it cannot take the matter further for some reason. Or it may decide that the remedial action taken or offered by the newspaper (such as a correction) has been a sufficient response to your complaint. In that case, it will conclude that no further action is necessary. It should be emphasised that, if you reject an offer by the newspaper that the Commission regard as adequate, you may lose the right to take it up subsequently.

8. It is important to remember that final decisions on all complaints are made by members of the Commission and not the Commission's staff.

You will be kept informed at regular intervals throughout this process about how your complaint is progressing. A named complaints officer will always be available on the phone to discuss anything with you, or to give you advice via e-mail or letter.

CHECKLIST

Please use this checklist when writing to us to make sure we have everything we need to process your complaint quickly and effectively.

1. Have you sent us a cutting of the complete article, if possible, or a clear dated copy of the items concerned?

2. Have you told us the name of the publication concerned?

3. Have you given us a short summary of your complaint - and said how you believe the article has breached the Code of Practice?

4. Have you let us have copies of any relevant correspondence or documents which you believe may help the Commission to understand or assess your complaint?