How we deal with complaints

The MediaWise approach:

  • When you contact us we seek to respond within 24 hours.
  • We will listen to what you have to say.
  • We will inform you about the relevant journalistic and regulatory procedures.
  • We will advise you how to proceed, and offer such services as we feel are appropriate.
  • We will ask you to supply us with copies of any offending articles or programmes.
  • We will take you through the material in detail to ascertain whether you have a legitimate complaint and precisely what sort of complaint you should make.
  • At your request we will act on your behalf to process and monitor your complaint.
  • We will advise you at every stage and any letters sent on your behalf will be cleared with you in advance.
  • We will advise you on what sorts of documentary or other forms of evidence may be needed to support your claims.
  • If you are being harassed by journalists we will advise you on what steps should be taken to protect your privacy.
  • Where appropriate we may seek legal advice on your behalf or put you in touch with a media lawyer to take forward your case.
  • With your consent we may put you in touch with others who have had similar experiences.
  • We will treat everything you say to us, or provide us with, in confidence, and release such information to third parties only with your permission.
  • Complainants normally take priority over all other commitments.