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Editorial Complaints Policy

We treat any complaints regarding editorial content with utmost seriousness and are committed to upholding high standards of journalistic integrity. While Pillow Magazine is not a member of a specific press regulatory body, we adhere to general principles of fairness, accuracy, and respect for the rights of individuals and groups.

1. Defining a Complaint

When you raise a complaint, please ensure to state explicitly that it is a formal complaint under this policy.

2. Scope of this Policy

This policy applies solely to complaints about editorial content on Pillow Magazine's digital platforms that we oversee in the UK, Channel Islands and Isle of Man. It doesn't encompass:

- Complaints about TV and radio services.

- Complaints about advertising.

- Matters related to taste/decency and impartiality.

- Complaints about books.

- Complaints about 'user-generated content' on our digital platforms that wasn't posted by us or on our behalf, and which we haven't reviewed or moderated.

3. Complaints Handling Process

Complaints must be submitted within four months of the date of the article that you are objecting to. If the article remains accessible on our website, we will accept complaints up to 12 months from the initial publication date.

We welcome complaints from:

- Any person directly affected by the issue in question.

- A representative group impacted by an alleged breach of our Code of Conduct, which is significant and of substantial public interest.

- A third party aiming to correct a significant inaccuracy of published information.

We reserve the right to reject complaints that do not demonstrate a breach of our Code of Conduct or are trivial, hypothetical, excessively abusive or offensive, or otherwise vexatious or insignificant.

If you are pursuing legal action, we may not be able to consider your complaint.

4. The Complaints Procedure

The complaints process is free, regardless of the complaint's outcome.

We aim to acknowledge your complaint within five working days of receipt, and we ask you to respond promptly to any request for further information.

If we receive multiple complaints about the same issue, we may make a single response to all.

We strive to resolve your complaint within 28 days of receiving all the necessary information from you to allow us to investigate.

We are always courteous and respectful, and we expect the same from you.

5. Amendments to this Policy

We may amend this policy as necessary to ensure its effectiveness and compliance with our standards. The current policy will be published on our website, and your complaint will be evaluated against the published policy at the time of the receipt of your complaint.

6. Submitting a Complaint

When filing your complaint, please include:

- A copy of the article in question, or a link to the relevant webpage, if the complaint is about published material.

- A written explanation of your concerns, with reference to our Code of Conduct.

- Any other documents that can help us evaluate your complaint.

We cannot consider complaints received without this information. We may seek further details after your initial contact, and if you are unable to provide the requested information, we may be unable to consider your complaint.