Complaints

COMPLAINTS POLICY OF THE BRIDGE

The Bridge (‘We’ or ‘Us’) view complaints as an opportunity to learn and improve the
quality of our journalism and the contents of our publication(s) for the future, as well
as a chance to put things right for the person (or organisation) that has made the
complaint.

Our policy is:

• • To provide a fair complaints procedure that is clear, convenient and easy to
    use for anyone wishing to make a complaint (in particular those that are
    vulnerable or who have disabilities)

• • To uphold and adhere to the Standards Code (“Code”)
    https://impressorg.com/standards/ set out in the Impress Regulatory Scheme
    in our assessment of all complaints

• • To publicise the existence of our complaints procedure so that readers know
    how to contact us to make a complaint

• • To make sure everyone working for us knows what to do if a complaint is
    received

• • To make sure all complaints are dealt with promptly and fairly, with decisions
    based on sufficient investigation of the circumstances and (where
    appropriate) offer a suitable remedy

• • To make sure that complaints are, wherever possible, resolved and that trust
    in our journalism and our publication(s) remains strong

• • To gather information about all the complaints we receive to help continually
    improve the quality of our journalism and our publication(s)

• • To submit an annual report to Impress of all complaints received and their
    outcomes

• • To submit any complaint that is not resolved by us in a timely or satisfactory
    way to Impress and to comply with directions issued by Impress relating to its
    Regulatory Scheme

• • To make available to all our employees a confidential whistleblowing hotline
    which is independently operated by Impress and not to take any action to the
    detriment of anyone who uses the hotline or declines to breach the Code.
    Definition of a Complaint

1. 1. A complaint is any expression of dissatisfaction, whether justified or not, about the
      editorial content, standards of journalism or conduct of employees or contributors
      involved in production of our publication(s) that engages the standards set out in the
      Code.
      Who Can Complain and How?
   2. Complaints may come from any person or organisation who is:

• • 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 the complaint

• • a third party seeking to ensure accuracy of published information

A complaint should be received by email or in writing although complaints are
accepted by other reasonable means where it is not convenient or practical for the
individual complainant to complain in writing.

A complaint should be clearly marked as such. General enquiries and requests for
corrections will not normally be dealt with as a complaint under this policy unless the
complainant makes it clear that they wish to make a complaint.
Whistleblowing Rights of Employees and Contributors

Employees or contributors are encouraged to contact the Impress confidential
whistleblowing hotline (“the Hotline”) if they are being pressurised to breach the
standards set out in the Code or if they have concerns that the standards set out in
the Code are not being adhered to more generally by Us.

Any employee or contributor of who uses the Hotline does so with Our full support
and in the knowledge that they will not be sanctioned as a result of doing so,

All complaint information will be handled sensitively, telling only those who need to
know and following any relevant data protection requirements.
Compliance Records

In respect of each title We will maintain a written record of all complaints, to include
the name and contact details of the complainant, the material or conduct in respect of
which the complaint is made and the alleged Code breach.

For each complaint record, We will include any steps taken by Us to address the
complaint, and the outcome of the complaint. This record will be made available to
Impress and to the public (in a redacted form, where necessary), for publication by
Impress in its annual report.

We will report to Impress all compliance failures of which We become aware
(whether complained about or not)

Monitoring and learning from complaints are reviewed quarterly by Us to identify any
trends which may indicate a need to take further action.
Responsibility

Overall responsibility for this policy and its implementation lies with our Editor and
Owner.

Responsibility for ensuring that complaints are managed in accordance with this
policy lies with a nominated senior legal and compliance standards individual for
each title.

Each title shall include a statement of arrangements which includes details of the
internal authority structure, where responsibilities for Code compliance lie, to whom
notice of failure in compliance would be reported (whether complained about or not),
together with steps to deal with any failures in compliance.
Procedure
Stage One: Making a Complaint

Information on how to make a complaint is clearly publicised in our publication.

Complaints may be sent in writing to Us by email at [email protected]
or telephone on 07857075245 or other reasonable means where this is more
convenient and practical for the complainant.

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

• • A contact email address, and where possible, the complainant’s name 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 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

We 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

The complaint information should be passed to the person we have nominated as
being responsible for legal standards and compliance. 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.

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 policy should
be attached.

The legal standards and compliance contact 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.

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

The final decision letter will 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.

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

If the complainant feels that the problem has not been satisfactorily resolved by Us at
Stage Two or if the complainant feels that there are justifiable reasons why the
complaint is so urgent that they cannot wait for Us to respond, they can request that
the complaint is reviewed by Impress in accordance with its Regulatory Scheme, by
contacting Impress using the following details:

W: thebridgeberwick.co.uk/complaints
E:  [email protected]
T:  07857 075245

This policy is reviewed regularly and updated as required.
Adopted on:……………………………8th May 2024
Last reviewed:…………………………9th May 2025