Complaints Policy

This Complaints Policy explains how to raise a concern about an article, photograph, or other editorial content published by The Platinum Capital (operated by TPC Media Ltd). It also covers concerns about the conduct of our journalists in the course of their work.

For factual corrections, please see the corrections route in our Editorial Policy— that is usually the fastest way to have a clear factual error fixed.

For data-protection or privacy questions, please see our Privacy Policy.

Please send your complaint in writing to complaints@theplatinumcapital.com or to: Complaints, TPC Media Ltd, Sterling House Suite 310e East Wing, Langston Road, Loughton, Essex IG10 3TS, United Kingdom.

To help us deal with your complaint promptly, please include:

• Your full name and a contact email address (post is fine, but email is faster).
• The URL of the specific article or page you are complaining about.
• The specific words, image, or claim that concerns you (a quotation or screenshot helps).
• The nature of the concern — for example, factual error, unfair representation, intrusion into privacy, or breach of an editorial standard.
• Any supporting evidence you would like us to consider.
• Whether you are personally affected by the content or are complaining as a third party.

Every complaint is read by a member of our editorial leadership.

Stage 1 — acknowledgement

We will acknowledge receipt of your complaint within five working days, usually sooner. The acknowledgement will tell you who is handling the matter and an indicative timeline.

Stage 2 — review

We will review the article, the underlying sourcing, and any supporting evidence you have provided. Where appropriate we will speak to the reporter and, if relevant, to a third party such as the subject of the article. Most reviews are completed within 21 working days. Some complaints — particularly those involving complex factual disputes or external consultation — take longer; we will keep you informed.

Stage 3 — outcome

We will write to you with our conclusions. Possible outcomes include:

• No further action if we are satisfied that the article is accurate, fair, and properly sourced.
• Correction with a dated note where we agree there is a material factual error.
• Clarification or update where we think the article would be improved by an additional explanation.
• Right-of-reply addition where appropriate.
• Removal in exceptional cases (for example, where there is a compelling legal or safety reason). This is rare.
• Apology where the seriousness of the issue warrants it.

Stage 4 — internal escalation

If you are not satisfied with the outcome, you may ask for the matter to be reviewed by the Editor-in-Chief, who has final responsibility within the newsroom.

If you remain dissatisfied after our internal process is complete, depending on the nature of your complaint, you may have routes for external review:

• Privacy and data-protection complaints:the UK Information Commissioner’s Office (ICO) at ico.org.uk.
• Press standards:we keep our editorial process under review against recognised UK press codes (including the IPSO Editors’ Code of Practice). Where we are a member of an applicable independent regulator, we will state that here and link to the body. As of the date above, we are not a contracted member of IPSO or IMPRESS.
• Defamation, harassment, and other legal matters: may be pursued through the courts of England and Wales. We strongly recommend taking independent legal advice before doing so.

We keep a confidential log of all complaints, the actions taken, and the outcomes. This log is used to identify patterns and to inform editorial training. We retain complaint records for 24 months from closure, in line with our Privacy Policy.

We treat every complaint seriously. We may decline to engage further, however, with complaints that are abusive, repetitive after a reasoned response, or clearly designed to harass our staff. In those cases we will explain our position once and then close the file.