Complaints

Our full complaints policy can be accessed below:

Complaints-policyDownload

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 public interest in your complaint
  • a third party seeking to ensure accuracy of published information

We are also regulated by IMPRESS, but initial complaints must be made to us West Country Voices by email at the following address: 

e-mail: complaints@westcountryvoices.co.uk

or in writing to the offices of West Country Voices: The Studio, 20 East Street, Ashburton, Devon, TQ13 7AZ.

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.

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 at the following address:16-18 New Bridge St, London EC4V 6AG; or by emailing: complaints@impressorg.com. You can visit their site for more information.

Written records and monitoring

We 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. Each complaint record also includes any steps taken by us to address the complaint, and the outcome of the complaint. This record is made available to IMPRESS and to the public (in a redacted form, where necessary), for publication by IMPRESS in its annual report. We monitor these records monthly to ensure any learning is captured and action taken.