Complaints
Procedure

1. What This Procedure Covers

You can use this process to raise a complaint about:

• A staff member or representative of the IMA
• Content published by the IMA (including our website or social media)
• A registered IMA member who has agreed to follow our Code of Conduct and Ethics

2. Our Principles

• Fairness – both sides will have a chance to be heard.
• Transparency – we'll explain the process, timescales, and outcomes.
• Confidentiality – we'll treat all information sensitively.
• Impartiality – complaints are handled by people not involved in the matter.
• Accountability – we record outcomes and report where appropriate.

3. How to Make a Complaint

To make a complaint, please complete our Complaints Form or email complaints@independentmediaalliance.com. Include:

• Your name and contact details
• The nature of your complaint (staff, content, or member)
• Relevant details (dates, links, or references)
• Any supporting evidence
• What you'd like to see happen

Anonymous complaints will only be considered if there is enough evidence to investigate.

4. Initial Review

Once received, we'll:

• Acknowledge your complaint within 5 working days
• Assess whether it falls within our remit
• Decide if it requires internal review, content correction, or investigation of a member

If we can't act, we'll explain why.

5. Investigation Process

If we accept your complaint, we'll appoint an impartial Complaints Officer or Panel to investigate. This may involve:

• Contacting both parties for statements
• Reviewing relevant evidence and communications
• Speaking to witnesses where necessary

We aim to conclude investigations within 30 working days.

6. Possible Outcomes

After investigation, we may decide:

• No breach found – complaint dismissed with explanation
• Minor breach – advice, training, or mediation recommended
• Breach found – action taken, which may include:
  • Formal warning or reprimand
  • Suspension or removal from membership (for IMA members)
  • Removal of offending content (for website or media issues)
  • Internal action for staff breaches

7. Appeals

You may appeal within 14 days of our decision if:

• There was a procedural error
• New evidence has emerged
• You believe the outcome is disproportionate

A separate Appeals Panel will review the case. Their decision will be final.

8. Record Keeping & Reporting

We securely record all complaints and outcomes in line with data protection law. We may publish anonymised summaries of complaints annually to promote transparency.

9. External Escalation

If your complaint involves criminal activity, defamation, or data protection breaches, you may be advised to contact the relevant legal or regulatory body (e.g., the police or the ICO).