COMPLAINTS PROCEDURE

Effective Date: May 2026

ImJustBrighton Ltd ("we," "our," or "us") is committed to maintaining the highest editorial and professional standards. We take complaints about our content, conduct, or services seriously. This Complaints Procedure explains how you can make a complaint and how we will handle it.

1. Scope of This Procedure

This procedure applies to complaints about:

Editorial content published on our website www.imjustbrighton.co.uk

  • Accuracy, fairness, or bias in our reporting

  • Privacy breaches related to our content

  • The conduct of our staff or contributors

  • Our advertising or partnership practices

This procedure does not apply to general feedback, suggestions, or inquiries about our services. Those should be sent to our general contact email.

2. Who Can Make a Complaint

Anyone can make a complaint using this procedure, including:

  • Individuals featured or mentioned in our content

  • Members of the public

  • Organizations or businesses

  • Public figures or officials

3. How to Make a Complaint

All complaints must be submitted in writing. To make a complaint, please send an email to:

Email: info@imjustbrighton.co.uk

Subject Line: COMPLAINT – [Brief description of the issue]

Your email must include:

  • Your full name and contact information (email address and telephone number)

  • The title, date, and URL (web address) of the article or content you are complaining about

  • A clear description of the issue and why you believe our content is inaccurate, unfair, or in breach of standards

  • Any supporting evidence or documentation

  • The specific remedy you are seeking (e.g., correction, apology, retraction, removal of content)

We will not consider anonymous complaints. If you wish to remain anonymous, please explain why in your complaint, and we will consider your request on a case-by-case basis.

4. Alternative Methods of Complaint

If you are unable to submit a complaint by email, you may send a written complaint by postal mail to:

ImJustBrighton Ltd

61 Bridge Street

Kington

HR5 3DJ

United Kingdom

Please mark the envelope "COMPLAINT – Private and Confidential."

5. Time Limits for Making a Complaint

Complaints should be made as soon as possible after the publication of the content in question. We will generally not consider complaints made more than three months after the date of publication, unless there are exceptional circumstances.

6. Our Complaints Handling Process

Stage 1: Acknowledgment

We will acknowledge receipt of your complaint within 3 working days of receiving it. Our acknowledgment will include the name and contact information of the person handling your complaint.

Stage 2: Investigation

We will investigate your complaint thoroughly and impartially. Our investigation may involve:

  • Reviewing the content in question

  • Consulting with relevant staff, contributors, or sources

  • Examining any evidence you have provided

  • Researching the accuracy of the claims made

We strive to complete our investigation and provide a final response within 21 working days of receiving your complaint. If our investigation takes longer, we will notify you and provide a revised timeline.

Stage 3: Final Response

Our final response will:

  • Uphold or reject your complaint

  • Explain the reasons for our decision

  • If we uphold your complaint, explain the action we will take (e.g., correction, apology, retraction, removal)

  • Inform you of your right to escalate your complaint to IPSO (once we become a member)

7. Possible Outcomes

If we uphold your complaint, we may take one or more of the following actions:

  • Publish a correction or clarification

  • Publish an apology

  • Remove or amend the content in question

  • Take disciplinary action against staff or contributors (internal matters will not be disclosed)

  • Change our editorial policies or practices

If we reject your complaint, we will explain why our content complies with editorial standards.

8. Escalation to IPSO (Independent Press Standards Organisation)

We intend to become a member of the Independent Press Standards Organisation (IPSO) in June 2026. Once we are a member, if you are unsatisfied with our final response to your complaint, you may escalate your complaint to IPSO.

IPSO is the independent regulator of the newspaper and magazine industry in the United Kingdom. IPSO can investigate complaints about breaches of the Editors' Code of Practice, including:

  • Accuracy

  • Privacy

  • Harassment

  • Intrusion into grief or shock

  • Discrimination

IPSO's contact information will be provided on our website once we become a member.

9. Unreasonable or Vexatious Complaints

We reserve the right to reject, limit, or stop handling complaints that we consider to be:

  • Repeatedly raised without new evidence

  • Abusive, threatening, or harassing

  • Frivolous or vexatious

  • Made in bad faith

If we determine that a complaint falls into one of these categories, we will notify the complainant in writing explaining our decision.

10. Confidentiality

We treat all complaints seriously and will keep the details confidential to the extent reasonably possible. However, we may need to share information with relevant staff, contributors, or third parties to investigate the complaint properly.

11. Record Keeping

We maintain a log of all complaints received, including the nature of the complaint, our investigation, and our final response. Complaints records are kept for a minimum of three years.

12. Annual Review

We review our complaints procedure annually to ensure it remains effective and compliant with best practices. This policy was last reviewed in May 2026.

13. Contact Information

For any questions about this Complaints Procedure, please contact:

Email: info@imjustbrighton.co.uk (use subject: COMPLAINTS PROCEDURE)

Postal Mail:

ImJustBrighton Ltd

61 Bridge Street

Kington

HR5 3DJ

United Kingdom

Company Number: 16823717