Complaints Procedure
Our Commitment
Knelstrom is committed to producing accurate, fair and responsible journalism.
We recognise that, despite our editorial processes, readers or organisations may occasionally have concerns about our published content or editorial decisions. We take all genuine complaints seriously and will consider them fairly, independently and in accordance with our Editorial Standards.
This procedure explains how complaints are handled.
What You Can Complain About
We will consider complaints relating to matters such as:
- Factual inaccuracies.
- Misleading or unfair reporting.
- Significant omissions that materially affect the accuracy of an article.
- Misrepresentation.
- Failure to provide a reasonable opportunity for a right of reply where appropriate.
- Ethical concerns relating to our published content.
- Published material that may breach our Editorial Standards.
Where appropriate, complaints concerning factual errors may also be dealt with under our Corrections Policy.
Matters We Will Not Normally Consider
We will not normally investigate complaints that are based solely on:
- Disagreement with an opinion or editorial viewpoint.
- Political or ideological differences.
- Decisions regarding newsworthiness or editorial priorities.
- Personal preferences regarding writing style or presentation.
- Requests to remove accurate information that has been lawfully published.
- Anonymous complaints where insufficient information is provided to investigate the matter.
Editorial judgement remains the responsibility of the Editor.
How to Submit a Complaint
Complaints should be submitted through our Contact page.
Please include:
- Your name.
- Your contact details.
- The title or web address of the article.
- A clear explanation of your complaint.
- Any supporting evidence or relevant documentation.
Providing as much information as possible will assist us in reviewing the matter.
How We Review Complaints
Each complaint is considered individually.
Depending on the nature of the complaint, we may:
- Review the published article.
- Examine the source material.
- Consider additional evidence.
- Consult the author or Editor.
- Seek clarification from the complainant where necessary.
Our objective is to determine whether the published material meets our Editorial Standards.
Possible Outcomes
Following our review, we may decide to:
- Take no further action.
- Correct factual errors.
- Publish a clarification.
- Offer a right of reply where appropriate.
- Update the article with additional context.
- Remove material where justified by legal or editorial considerations.
Not every complaint will result in changes to published content.
Editorial Independence
Complaints are considered independently and based on evidence.
Editorial decisions will not be influenced by political pressure, commercial interests or attempts to suppress lawful reporting that is accurate and in the public interest.
Legal Matters
This Complaints Procedure does not replace any legal rights or obligations.
If a complaint raises potential legal issues, Knelstrom may seek professional advice before reaching a decision.
Respectful Communication
We ask that all correspondence remains respectful and constructive.
Abusive, threatening, discriminatory or vexatious communications may not receive a substantive response.
Repeated complaints raising substantially the same issues after a decision has been reached may be considered closed unless significant new evidence is provided.
Our Commitment
Constructive criticism plays an important role in maintaining high editorial standards.
We welcome evidence-based feedback from readers and are committed to correcting genuine errors, considering legitimate concerns fairly and maintaining the trust of our audience through transparency, accountability and responsible journalism.