Complaints Policy

This Complaints Policy sets out how we handle complaints in a fair, transparent, and timely manner. It is designed to ensure that anyone who wishes to raise a concern about our content, conduct, or services can do so easily and with confidence that their complaint will be taken seriously.

This policy is informed by the standards and expectations of IMPRESS, the independent press regulator for the UK, and reflects recognised best practice in independent journalism and publishing. Scene is not currently regulated by IMPRESS, but this policy has been adopted in preparation for an application to join the regulator.

This policy applies to:

• Editorial content published in print or online

• Digital, social media, and multimedia content

• Conduct of our staff, contributors, and representatives in relation to our publishing activities

• Services we provide in connection with our publication

It applies to complaints made by readers, sources, contributors, partners, or members of the public.

A complaint is an expression of dissatisfaction that requires a response. This may include, but is not limited to:

• Alleged inaccuracies or misleading information

• Concerns about fairness, balance, or tone

• Alleged discrimination or harmful language

• Privacy concerns

• Ethical or professional conduct issues

• Failure to meet published standards or commitments

Complaints should be submitted in writing via the complaints form available in our Support Hub, or by email to team@scenemag.co.uk, and should include:

• The complainant’s name and contact details

• A clear description of the complaint

• The date and location of the content or incident (including a URL or publication reference where possible)

• An explanation of how the complainant believes standards have been breached

Complaints can be submitted by email or via any contact method we make available for this purpose.

We encourage complainants to raise issues as soon as possible after publication or the relevant incident.

We will acknowledge receipt of a complaint within 5 working days, confirming that it is being considered under this policy.

We will assess whether:

• The complaint falls within the scope of this policy

• The issues raised relate to our editorial standards or conduct

If a complaint falls outside our remit, we will explain why and, where appropriate, signpost alternative routes.

Where a complaint is accepted, we will:

• Review the relevant content or conduct

• Consider any evidence provided

• Consult with editors, authors, or staff involved

We aim to complete our investigation and provide a substantive response within 21 working days of acknowledgement.

Our response will:

• Address the points raised in the complaint

• Explain our findings clearly and respectfully

• Set out any action we are taking, if applicable

Possible outcomes include:

• No breach found

• Clarification or explanation provided

• Correction, amendment, or update

• Apology

• Other remedial action deemed appropriate

Where we identify a significant error or breach of standards, we will act promptly to correct it. Corrections or clarifications will be:

• Made with due prominence

• Clearly linked to the original content where possible

• Transparent about what has been changed

If a complainant is dissatisfied with our final response, or if we fail to respond within the timescales set out above, they may escalate their complaint to IMPRESS.

IMPRESS will only consider complaints that have first been raised directly with us, unless there are exceptional circumstances.

Details of how to contact IMPRESS can be found on their website. This escalation route will only apply once Scene is formally regulated by IMPRESS.

We will keep a record of all complaints received and their outcomes. These records are used to:

• Monitor trends

• Improve editorial practices

• Ensure accountability and transparency

We are committed to ensuring that:

• Complaints can be made without unnecessary barriers

• No complainant is treated unfairly or disadvantaged for raising a concern

• Complaints are handled respectfully and without bias

This policy will be reviewed regularly to ensure it remains compliant with regulatory standards and reflects best practice.

Last reviewed: 31 January 2026