We take our editorial responsibility seriously and aim to maintain the highest standards of accuracy, fairness and accountability. If you believe we have published something that is factually incorrect, misleading, or otherwise falls short of our editorial policy, we encourage you to raise a formal complaint. Our complaints procedure is designed to be transparent, efficient and fair. All editorial complaints should be submitted to complaints@norwichwire.co.uk. This inbox is monitored by our Standards & Fact-Checking team and reviewed by the Editor-in-Chief where necessary.
How to Submit a Complaint
To help us investigate your concern promptly, please include the following information in your email:
- The full URL (web address) of the article or page in question.
- The publication date of the content.
- A clear statement of the reason for your complaint (for example, factual error, misleading headline, missing context, misattribution, or breach of editorial standards).
- The specific statement or section you are challenging – quote it directly if possible.
- Supporting evidence that demonstrates why you believe the content is incorrect or inappropriate (documents, screenshots, links to authoritative sources, etc.).
- Your full name and a contact email address or phone number so we can respond to you.
Complaints that lack sufficient detail may take longer to process. We will not act on anonymous complaints unless they raise a serious safeguarding or legal concern – and even then, we may need to verify the source.
How We Handle Your Complaint
Once we receive a complaint, we will acknowledge it within five working days. Our editorial team – led by our Standards & Fact-Checking Lead, Daniel Keane – will assess the submission against our published editorial policy, the original source material, and any supporting evidence you provide.
For straightforward issues (e.g. a clear typo or misstatement) we will aim to resolve and communicate the outcome within ten working days. For complex complaints that involve multiple sources, legal considerations, or significant reputational questions, we may require additional review time. In such cases we will keep you informed of the expected timeline.
Possible outcomes:
- Correction – we amend the article and add a note explaining what was changed and why. You will be directed to our corrections policy for full details.
- Clarification – we add supplementary information to the article to resolve ambiguity or provide necessary context.
- Update – we revise the piece to reflect new information without altering the original editorial conclusion.
- Removal – we take down the content if it is found to be in serious breach of our standards or legal obligations.
- No action – if after investigation we determine the content is accurate and fair, we will explain our reasoning in writing.
In every case we will explain the outcome to you directly, referencing the specific points raised. We aim to be transparent about our decision-making process.
Escalation to the Editor-in-Chief
If your complaint raises issues of serious editorial misconduct, systemic bias, or concerns about the integrity of our reporting, you may request escalation to our Editor-in-Chief, William Hargreaves. He will personally review the case, consult with the team, and issue a final decision. Contact him at william.hargreaves@norwichwire.co.uk or via the main switchboard on +44 1603 458 921. Please note that routine factual corrections will be handled by the Standards team in the first instance.
Corrections vs. Complaints
We distinguish between a correction (an error we identify or that is pointed out to us informally) and a complaint (a formal challenge that triggers our investigation procedure). If you simply wish to report a minor error without seeking a full review, you can email factcheck@norwichwire.co.uk. For formal complaints, always use complaints@norwichwire.co.uk. You can read more about how we handle corrections on our dedicated corrections policy page.
Privacy Concerns
If your complaint relates to the way we have handled personal data, or if you believe a story breaches your privacy, please see our privacy policy for details of your rights and how to contact our data protection officer. For all other complaints, the procedure outlined above applies.
We welcome feedback from our readers. Your concerns help us maintain trust and improve our journalism. If you are unsure where to direct your query, our contact page lists all team members and their specific areas of responsibility. For general enquiries, use info@norwichwire.co.uk.