Complaints

My Turriff is a website that is run for the benefit of the local community on a voluntary basis and we strive to ensure that anything published by us is accurate and truthful. This page details how you can complain if you feel we fall short of this on anything we publish on this website.

Editorial complaints relate to any material published on this website, our policy on Editorial Complaints is set out below, if your complaint is about something other than published content on this website then please contact us here to discuss.

Editorial Complaints Policy

If we receive an Editorial Complaint we will aim to rectify it as soon as possible, please remember we are volunteers and real-world factors may mean that sometimes we can’t rectify things as quickly as we would like.

Any amendments and corrections will be made on the relevant post on this website.

My Turriff works to the standards of the Independent Regulator IMPRESS and we report any complaints we receive to them on a regular basis.

We can only deal with your complaint if you are

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

Complaints to My Turriff are initially dealt with by the site owner, Mike Rawlins. It is likely that Editorial Complaints will be about content produced by the site owner, we aim to deal with all complaints openly and transparently.

Stage One: Making a Complaint

1. Information on how to make a complaint is clearly publicised on this page of My Turriff

2. Complaints may be sent in writing to

My Turriff
The Steading
Turriff
Aberdeenshire
AB53 4PB

by
e-mail complaints@myturriff.co.uk
telephone 01888 272621

or other reasonable means where this is more convenient and practical for the complainant.

3. Complainants should provide the following information before their complaint will be considered:

  • The complainant’s name, address, e-mail address and telephone number
  • If the complaint is about a news article it must include:
    • the name and date of the publication and page reference of the specific article being complained about plus the URL.
    • URL/Link to any visual or audio element of the complaint.
    • a written account of what is being complained about with clear reference made to (i) any specific words or phrases in the article that are relevant to the complaint; and (ii) any clauses of the Standards Code adopted by IMPRESS (“Code”) that the complainant believes to have been breached.
    • The desired outcome or remedy sought by the complainant.
  • If the complaint is about the conduct or behaviour of an employee or contributor to My Turriff it must include:
    • the name(s) of the individual(s) being complained about (if known) or any other information which may identify the individual (s)
    • a written account of what is being complained about with clear reference made to (i) the nature of the behaviour or conduct being complained about including any relevant times, dates, correspondence or other evidence to support the complaint; and (ii) any clauses of the Code that the complainant believes to have been breached
    • The desired outcome or remedy sought by the complainant

4. My Turriff will make reasonable efforts to contact a complainant by telephone, e-mail or in writing to ensure that sufficient information is provided to respond to the complaint.

Stage Two – Recording, Investigating and Resolving the Complaint

5. The complaint information should be passed to the person responsible for legal standards and compliance, Site Owner at My Turriff. They will record it in the complaints log and will acknowledge receipt of the complaint by e-mail or in writing within 7 calendar days of receipt of the complaint.

6. The acknowledgement of receipt of a complaint should say who is dealing with the complaint and when the person complaining can expect a reply. Any conflicts of interest should also be declared at this point. A copy of this complaints procedure should be attached.

7. The Complaints Editor is responsible for ensuring that the circumstances of the complaint are investigated fairly and that any conflicts of interest are managed. This may require the complainant to provide additional information, documents or other evidence to support their complaint.

8. Complainants should receive a final decision letter within 21 calendar days from the date of the receipt of the complaint.

9. The final decision letter must inform complainants that they have the right to refer their complaint to IMPRESS, stating the applicable time limits, set out in clause 4.4 of the IMPRESS Regulatory Scheme, and how to contact IMPRESS.

10. Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Three – Escalating the Complaint to IMPRESS

11. If the complainant feels that the problem has not been satisfactorily resolved by My Turriff at Stage Two or if the complainant feels that the complaint is so urgent that they cannot wait for My Turriff to respond, they can request that the complaint is reviewed by IMPRESS in accordance with its Regulatory Scheme, by contacting IMPRESS at the following address.

IMPRESS: The Independent Monitor for the Press CIC
16 – 18 New Bridge Street
London
EC4V 6AG
T. (+44) (0)20 3525 4288
E. complaints@impress.press
www.impress.press

Version 1.3 October 19, 2020 (reviewed June 2021)

  • 1.3 Amended contact detials
  • 1.2 Minor spelling corrections
  • 1.1 Updated links and address for IMPRESS
  • 1.0 Initial version

Documents

My Turriff Complaints Policy [pdf]

My Turriff Whistleblowing Policy [pdf]

Statement of arrangements for My Turriff [pdf]

My Turriff Complaints Enquiry Form [pdf]