Media Grid UK (mediagriduk.uk) is an independent UK digital news publisher, owned and operated by Sliema Media Limited, registered in Malta (Malta Business Registry company number C 84217). We take complaints about our editorial content seriously and have a structured process to ensure every concern is reviewed fairly and transparently.
Who is responsible for handling complaints?
Jonathan Pierce, Editor-in-Chief, is ultimately responsible for handling complaints at Media Grid UK. He oversees all editorial standards, publication decisions and corrections, and can be reached at jonathan.pierce@mediagriduk.uk or +44 20 4587 9486.
Day-to-day management of the complaints process is delegated to Oliver Reeves, Standards & Fact-Checking Lead (oliver.reeves@mediagriduk.uk, +44 20 4587 9491). Oliver coordinates initial reviews, gathers relevant evidence and ensures responses are provided within our published timelines. The registered company, Sliema Media Limited (Level 3, Tower Business Centre, Tower Street, Swatar, Birkirkara BKR 4013, Malta), supports this process but editorial decisions remain independent.
How do I submit a complaint?
Complaints should be submitted by email to complaints@mediagriduk.uk with the subject line “Complaint”. You may also use the general contact form on our Contact page if you prefer.
Your email must include your name and contact details, the specific article or content at issue (with a direct URL if possible), the nature of your concern and any evidence you wish to provide. We aim to acknowledge receipt within two working days and to respond substantively within ten working days. If your complaint is urgent or relates to a published error that could mislead readers, please mark it “Urgent” in the subject line.
What happens after I submit a complaint?
Once we receive your complaint, Oliver Reeves or a member of the editorial team will review it against our Editorial Policy and Corrections Policy. We will check the accuracy of the challenged content using source verification and, where necessary, consult the named writer and editor.
If we find that an error occurred, we will issue a correction, clarification or update as appropriate, clearly annotating the change on the article. If we determine that the complaint is not upheld, we will explain our reasoning in writing. In either case we will inform you of the outcome and any action taken. We keep a record of all complaints and their resolution for audit purposes.
What if I am unsatisfied with the response?
If you are not satisfied with the initial response, you may escalate your complaint directly to Jonathan Pierce by emailing jonathan.pierce@mediagriduk.uk or by writing to him at our UK editorial line (+44 20 4587 9486). Jonathan will conduct a fresh review of the case, including any new evidence you provide.
Jonathan’s decision following escalation is final within Media Grid UK. If you remain dissatisfied after that stage, we will discuss any further options available to you, which may include independent mediation. We are committed to resolving disputes fairly and welcome feedback on our process.
What is the scope of the complaints procedure?
This complaints procedure covers editorial content published on mediagriduk.uk, including news articles, analysis, opinion pieces, fact-checks and multimedia. It also covers any significant inaccuracies, misleading presentation, breaches of our Editorial Policy or failure to correct errors as described in our Corrections Policy.
Complaints about advertising, sponsored content or affiliate links are handled separately – see below. Complaints about data handling or privacy are referred to our Privacy Policy process. We do not accept complaints about editorial judgements that are matters of fair opinion, unless they involve factual inaccuracies or breaches of our published standards.
How do you handle commercial complaints?
Complaints about display advertising, sponsored content, affiliate links or commercial partnerships should be sent to complaints@mediagriduk.uk with “Commercial” in the subject line. These are reviewed by our partnerships team and, if necessary, escalated to the Publisher.
We label sponsored or commercial material clearly, and affiliate links are disclosed. Commercial relationships never determine editorial conclusions, but if you believe a piece of content fails to meet those standards, we will investigate and remedy any breach. For full details, see our Advertising & Affiliate Disclosure and Sponsored Content Policy.
How is my data handled during the process?
Any personal data you provide as part of a complaint will be used solely for investigating and responding to your concern. We retain complaint records for the duration necessary to process the matter and for subsequent audit, after which they are deleted in accordance with our Privacy Policy.
We do not share your data with third parties except where required by law or where necessary to investigate your complaint (for example, consulting a named writer). You may request a copy of the data we hold or ask us to delete it by contacting our privacy team at privacy@mediagriduk.uk.
Our commitments
- We will acknowledge every complaint within two working days and provide a substantive response within ten working days.
- We will investigate all complaints thoroughly, referencing our published standards and the evidence you provide.
- We will correct any factual error promptly and transparently, in line with our Corrections Policy.
- We will treat all complainants fairly and confidentially, and we will not retaliate against anyone who raises a concern in good faith.
- We will review this complaints procedure annually and update it as needed to reflect best practice and regulatory developments.