Ethics policy & Complaints

(This represents a synthesis of ArchZine policies and is not meant to be comprehensive).

These policies are meant to guide ArchZine journalism as we deliver news and information in a rapidly changing media environment.

We are committed to resolving complaints from readers, contributors, or members of the public swiftly and fairly.

All of our editorial staff are trained to adhere to the Editor’s Code of Conduct set out by the Independent Press Standards Organisation (IPSO). This can be viewed here https://www.ipso.co.uk/editors-code-of-practice/

We also operate a stringent licensing system that respects the copyright of content creators and owners.

If you believe we have breached these principles and wish to make a complaint you should firstly contact the news editor of the local Arch Media Group office which has produced the content in question. The Real Fix / Arch Media Group reporter who has handled your story will be able to advise you who this is. Contact details can be found here.

Photographic or video queries should be submitted to our central image desk at [email protected] 

If the matter cannot be resolved locally it will be escalated to the senior management or Directors at our company headquarters in Sofia.

A full copy of our complaints procedure can be obtained by emailing our central newsdesk [email protected]

 

Complaints Policy & Procedure

We are committed to resolving complaints from readers or members of the public swiftly and fairly. If you have a complaint please make contact with the news editor of the local office which has produced the content in question. The Archzine reporter or photographer who has handled your story
will be able to advise you who this is.

If the matter cannot be resolved locally it will be escalated to the senior management or Directors at our company headquarters in Sofia. Our complaints procedure is as follows:

  1. On receipt of a complaint, the local editor will ask you to explain your complaint in an email. Please provide as much detail as possible, including any written correspondence that is available.
  2. The local editor will investigate the complaint. This will involve talking the issue through with the complainant and the reporter involved in the story.
  3. All shorthand notes, audio recordings, email correspondence and any other corroborating evidence will be gathered by the local editor.
  4. All active promotion or marketing promotion of the material in question – be it words, images, or video – will cease while the complaint is being investigated.
  5. The local editor should respond to your complainant with his/her findings within 48 hours of the initial complaint being made. If this is not possible you will be informed of the delay and given an estimate of when a reasonable response can be made.
  6. If you are still not satisfied with the answers provided by the local editor, the issue will be escalated to the Bristol office.
  7. To escalate your complaint you should email [email protected] .
  8. Local editors who have been handling the complaint up until this point will forward all correspondence and evidence to the senior manager or director who is now handling the issue.
  9. The senior manager or Director assigned to the complaint will then email you to confirm that the matter has been escalated and they are now handling the issue.
  10. Arch Media Group will aim to reply to you within five working days of the issue being escalated.
  11. The senior manager or Director will then write to you with his/her findings.
  12. Where appropriate, an offer will be made to settle the issue.
  13. If the complaint is upheld then the material in question – be it words, pictures, or video – will be permanently deleted from all Arch Media Group archives if this is requested by the complainant. Arch Media Group will also make all reasonable efforts to have the material removed from all the platforms of our publisher clients.
  14. If this offer is not acceptable and no amicable agreement can be reached, you will be advised to contact IPSO if the complaint is in regards to a published article.
  15. Any other matters that cannot be settled by this stage will be referred to our legal representatives. The complainant or his/her legal representatives will be advised to write to
    ours outlining their complaint.