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Editorial complaints process

We hope you will never have to use this, but if you do, here are the steps to raise any issues with us.

At Montel Group, we are committed to upholding the highest standards of journalism and maintaining the trust of our readers. We take all complaints seriously and are dedicated to addressing them promptly and fairly. If you have a concern about any editorial content published by Montel, we would encourage you to raise it with the journalist who wrote it in the first instance.

If you are not satisfied, then please follow our Editorial Complaints Process outlined below:

1. Initiating a complaint:
To file a complaint regarding an editorial matter, please send an email to our dedicated complaints email address: complaints@montelnews.com. Please include "Editorial Complaint" in the subject line of your email.

2. Provide details:
In your email, provide as much detail as possible about the nature of your complaint. Include the title of the article, the date of publication, the specific issue you are concerned about, and any relevant context that will help us investigate the matter effectively.

3. Acknowledgement of complaint:
Upon receiving your complaint, we will send you an acknowledgment email within 1 working days to confirm that we have received your concerns and are looking into the matter.

4. Investigation process:
Our editorial team will assign a relevant news editor, based on the country or commodity related to the content in question, as the investigating authority. This editor will lead a thorough investigation into the complaint raised, reviewing the content, speaking with relevant staff members, and assessing the situation from different perspectives. If the editor is themselves the author of the article in question, we will appoint another editor or sub editor to investigate to avoid any conflict of interest.

5. Response and resolution:
Once the investigation is complete, we will provide you with a detailed response outlining our findings and any actions taken as a result of your complaint. We aim to send you this response via email within 10 business days of receiving your initial complaint.

6. Appeal process:
If you are not satisfied with the outcome of our investigation or the actions taken, you may request a further review of your complaint. In your request for an appeal, please outline the reasons why you believe the initial response was inadequate. The appeal will be reviewed by either our Director of External Relations, the Editor-in-Chief or Deputy Editor-in-Chief.

7. Final decision:
Following the appeal process, a final decision will be made by the editorial team. This decision will be communicated to you in writing, and it will be considered as the conclusion of the complaints process. We aim to send you this response via email within 20 business days of receiving your request to appeal.

8. Time limit for complaints:
Please note that complaints should be submitted within 30 days of the publication date of the content in question. Complaints received after this time period may not be considered, unless there are exceptional circumstances that warrant an extension.

We value your feedback and take all complaints seriously. Our commitment to journalistic integrity and transparency drives our efforts to address concerns raised by our readers in a timely and effective manner.

Thank you for helping us maintain the highest standards of excellence at Montel.

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