We can look into complaints about items we have published which are in our control. We adhere to the Standards Code adopted by IMPRESS and can only deal with complaints which relate to an alleged breach of the standards set out in this Code. http://www.impress.press/standards/.
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 a public interest in your complaint
- a third party seeking to ensure the accuracy of published information
We are also regulated by IMPRESS, but initial complaints must be made to us at Carmarthenshire News Online in writing at the following address:
e-mail: newsdesk@carmarthenshirenewsonline.com
We will not take complaints over the phone
Address: Clydfan, Cynwyl Elfed, Carmarthenshire SA336TL
We will acknowledge your complaint by e-mail or in writing within 7 calendar days and will normally respond to your compliant with a final decision letter within 21 calendar days. If we uphold your complaint, we will tell you the remedial actions we have taken.
IMPRESS
If you are not satisfied with the final response to your complaint, or if you do not hear from us within 21 calendar days of submitting your complaint, then you can refer your complaint to our Independent regulator IMPRESS.
Raise your concerns directly with the publisher first. This could be the fastest way to solve your complaint.
IMPRESS expect us as the publisher to have an adequate and speedy in-house complaints procedure. Therefore, we endeavour to make it as straightforward as possible to complain, and we aim to resolve your complaint within 21 calendar days of receiving it.
If you do not wish to contact us directly, IMPRESS can contact us on your behalf and act as a third-party intermediary. To do so, please send the following information to complaints@impressorg.com:
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A summary of your complaint
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Permission for IMPRESS to share your name and complaint details with the publisher.
If you feel we have not resolved your complaint within 21 days, or you’re not satisfied with our response, refer to the IMPRESS complaints procedure here,
where you can submit a full formal complaint with IMPRESS via the contact form on their webpage.
Please note, IMPRESS can only handle complaints that:
- relate to the IMPRESS Standards Code
- are made within four months of you becoming aware of the content and/or when the action took place, but no later than 12 months of the original date of publication or action.