Complaints

How to make a complaint against Waltham Forest Echo

IMPRESS: Trust In JournalismWaltham Forest Echo is a member of IMPRESS: The Independent Monitor of The Press. Detailed below is the procedure for making a complaint and links to the complaints and whistleblowing policies that have been adopted as part of the Echo‘s membership of IMPRESS.

Complaints procedure

Complaints may be sent in writing to Waltham Forest Echo, The Mill, 7-11 Coppermill Lane, Walthamstow E17 7HA; by email to WFEcho@socialspider.com; by telephone on 0208 521 7956; or other reasonable means where this is more convenient and practical for the complainant.

Before a complaint will be considered, complainants should provide their name, address, email and telephone number.

If the complaint is about an article it must include:

  • The name and date of the publication
  • Page reference of the specific article complained about and the URL to the web version of the article
  • 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 to Waltham Forest Echo 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

Receipt of a complaint will be acknowledged within seven days, and a final decision letter issued within 21 days. Waltham Forest Echo will also make reasonable efforts to contact a complainant by telephone, email, or in writing to ensure that sufficient information is provided to respond to the complaint.

Taking a complaint further

If the complainant feels their problem has not been satisfactorily resolved by Waltham Forest Echo or if the complainant feels that the complaint is so urgent that they cannot wait for Waltham Forest Echo to respond, they can request that the complaint is reviewed by IMPRESS in accordance with its Regulatory Scheme, by contacting IMPRESS at the following address:

IMPRESS: The Independent Monitor for the Press CIC
16-18 New Bridge Street, London EC4V 6AG
020 3325 4288
complaints@impress.press
www.impress.press

Relevant policies

Waltham Forest Echo Complaints Policy, adopted on 01/08/2016

Waltham Forest Echo Whistleblowing Policy, adopted on 01/08/2016

Internal authority structure

Waltham Forest Echo is owned by WFWellComm Community Interest Company (CIC), whose board comprises David Floyd (representing Social Spider CIC), Tom Ruxton (HEET), and Helen Tredoux (Community Transport Waltham Forest). Waltham Forest Echo is published by Social Spider CIC, on behalf of WFWellComm, and is managed by its editor, James Cracknell, who is accountable to its publisher, David Floyd. James Cracknell is responsible for legal and compliance standards and is accountable to David Floyd.

Person responsible for code compliance

James Cracknell, editor

Person to whom complaints are first reported

James Cracknell, editor

Steps to deal with failures in code compliance

Compliance failures are reported to David Floyd, Waltham Forest Echo publisher, who reviews all compliance failures every quarter. A quarterly action plan is drawn up and key points arising from compliance failures are distributed to James Cracknell and Waltham Forest Echo‘s members and key contributors.