MAKING A COMPLAINT

Complaints may be received by any the Pavement Team member and may arrive in many different ways - by letter, e-mail, social media or in person. They will be assessed against the IMPRESS standards code and the Pavement will ensure that individuals are not investigating complaints about themselves. However, the complainant will be advised if for any reason this unavoidable and offered the option of bringing their complaint directly to IMPRESS. http://www.impress.press/standards.

In general we can only deal with your complaint if you are:

• personally and directly affected by an alleged breach of the Code
• a representative group affected by an alleged breach of the Code, where there is public interest in your complaint
• a third party seeking to ensure accuracy of published information

Although we are regulated by IMPRESS, initial complaints must be made to the Pavement in writing at the following address:
Email: complaints@thepavement.org.uk
Address: the Pavement magazine, 38 Allcroft Road, London NW5 4NE

Under normal circumstances we will acknowledge your complaint by e-mail or in writing within 7 calendar days and will normally respond to your compliant with a final decision letter within 21 calendar days. If we uphold your complaint, we will tell you the remedial actions we have taken.

If you are not satisfied with the final response to your complaint, or if you do not hear from us within 21 calendar days of submitting your complaint, then you can refer your complaint to our Independent regulator IMPRESS at the following address:

Relevant policies

• The Pavement Complaints Policy
• The Pavement Whistleblowing Policy

Process

All complaints should be addressed to the editor, or to the Chair of Trustees if the complaint is about the editor.

Person responsible for code compliance

Jake Cudsi, editor

Person to whom complaints are first reported

Jake Cudsi, editor

Steps to deal with failures in code compliance

the Pavement will maintain a written record of all complaints, to include the name and contact details of the complainant, the material or conduct in respect of which the complaint is made and the alleged Code breach.

For each complaint record, the Pavement will include any steps taken by it to address the complaint, and the outcome of the complaint. This record will be made available to IMPRESS and to the public (in a redacted form, where necessary), for publication by IMPRESS in its annual report

the Pavement will report to IMPRESS all compliance failures of which they become aware (whether complained about or not).