What this process covers
This process covers complaints about accuracy, fairness, privacy, discrimination, conflicts, corrections, advertising labels, AI use or another claimed breach of Factelle editorial standards.
How to complain
Email complaints@factelle.com, preferably within three months of publication. Include your name, contact details, article URL, disputed passage, relevant evidence, standard you believe was breached and outcome sought.
Initial assessment
We may ask for clarification, combine duplicate complaints or decline messages that are abusive, incoherent, unrelated to Factelle, unsupported after reasonable inquiry or clearly intended to harass. Legitimate criticism is not rejected merely because it is strongly expressed.
Investigation
A person with appropriate editorial authority reviews the published material, available source record, relevant policy and response from the journalist or editor. Conflicts are managed through reassignment where necessary.
Timing and outcomes
Factelle aims to acknowledge a substantive complaint promptly and provide a reasoned response within 20 working days where practicable. Outcomes may include no breach, clarification, correction, editor’s note, amendment, removal, apology or a process change.
Privacy and records
Complaint information is used to investigate, respond, maintain an accountability record and meet legal obligations. It is shared only with people who need it for those purposes, subject to the Privacy Policy.
Further review
If you believe the response failed to address the stated policy issue, reply within 20 working days, explain the specific concern and request senior review. Mandatory legal or regulatory rights are not limited by this process.