Complaints

Complaints Procedure

ManDad Media Ltd. takes complaints seriously and will treat each one with the time and attention it deserves. Below is our process for handling complaints.

We ask that you consider the nature of your complaint, as it may fall into another category:

  • Feedback
  • Comment
  • Suggestion
  • Constructive criticism
  • A complaint or one of the above alternatives relating to a 3rd party product or service, in which case you will need to contact the person or company concerned directly.

It would also be great to know that we’re doing well. If you have any positive feedback for us, please do get in touch. Email [email protected] and title the message #goodstuff

Informal

We will acknowledge your complaint (1st contact) within 24hrs and have a response to you within 5 working days.

Correspondence will be via email only ([email protected] #complaint).

Please do not submit a complaint on or via social media.

We aim to handle your complaint informally and provide a satisfactory resolution.

Formal - Stage 1

If the informal resolution is not satisfactory, we will acknowledge this (2nd contact) within 2 working days and aim to respond within 10 working days (from the point of 2nd contact).

Your complaint will be investigated and a response provided.

We aim to resolve complaints at this stage and within a reasonable time scale.

Formal - Stage 2

If the outcome of Stage 1 is not to the satisfaction of the complainant, we will acknowledge this (3rd contact) within 2 working days and respond within 20 working days (from the point of 3rd contact).

A member of the Senior Management Team will investigate the complaint handling process to date, review actions taken and decisions made, and provide a formal and final outcome.

Next Steps

If you are unhappy with the final outcome following Stage 2, you may take the following action:

  • Complain to the relevant Ombudsman.
  • Contact IPSO – the Independent Press Standards Organisation.

ManDad Media Ltd. is committed to the IPSO Editors' Code of Practice.