Overview
Alcohol Ltd is committed to maintaining the highest standards of accuracy, transparency, and accountability in all our work. This Complaints and Corrections Policy outlines how we handle complaints about our conduct, outputs, statements, and operations, as well as how we correct errors when they occur.
This policy applies to complaints regarding: (a) individual employees and directors; (b) member organisations; (c) company conduct and operations; and (d) any outputs, publications, research, statements, or communications produced by Alcohol Ltd.
Alcohol Ltd is a member of the Independent Press Standards Organisation (IPSO). Complaints about editorial content on our publications are covered by the Editorial Complaints & IPSO section below.
Scope of This Policy
This policy covers complaints relating to:
1. People (Directors, Employees, and Representatives)
Complaints about the conduct, behaviour, or professionalism of:
- •Directors and officers of Alcohol Ltd
- •Employees, contractors, and consultants
- •Agents or representatives acting on behalf of the company
2. Members (Member Organisations and Stakeholders)
Complaints about the conduct of member organisations or stakeholders represented by Alcohol Ltd, particularly where their actions:
- •Reflect negatively on the wider industry or Alcohol Ltd's reputation
- •Violate ethical standards or codes of conduct
- •Raise concerns about conflicts of interest or improper influence
3. Company (Organisational Conduct and Operations)
Complaints about Alcohol Ltd's corporate conduct, including:
- •Governance failures or policy violations
- •Breach of transparency or disclosure obligations
- •Financial impropriety or conflicts of interest
- •Unfair treatment, discrimination, or unethical practices
4. Outputs (Publications, Research, Statements, and Communications)
Complaints about the accuracy, fairness, or quality of:
- •Research reports, policy papers, and published findings
- •Public statements, press releases, and media communications
- •Website content, social media posts, and marketing materials
- •Data, statistics, or claims made in advocacy work
How to Make a Complaint
We encourage anyone with a concern to raise it directly with us. Complaints can be submitted in the following ways:
Complaint Submission Methods
Email (Preferred): complaints@alcohol.uk
Postal Address: Complaints Officer, Alcohol Ltd, The Limes, Bayshill Road, Cheltenham, GL50 3AW, United Kingdom
Online Form: Available at /contact
To help us investigate your complaint efficiently, please provide:
- •Your name and contact details (complaints can be made anonymously, but this may limit our ability to respond)
- •A clear description of the issue, including dates, names, and relevant details
- •Any supporting documentation (emails, documents, screenshots, etc.)
- •What outcome or resolution you are seeking
Complaint Handling Process
Stage 1: Acknowledgement (Within 3 Working Days)
We will acknowledge receipt of your complaint within 3 working days and assign a reference number for tracking purposes.
Stage 2: Investigation (Within 15 Working Days)
We will conduct a thorough investigation, which may include reviewing documents, interviewing relevant parties, and consulting external experts if necessary. We aim to complete investigations within 15 working days, though complex cases may take longer.
Stage 3: Response (Within 20 Working Days of Receipt)
We will provide a written response outlining our findings, any corrective actions taken, and (if applicable) an apology or explanation. If we cannot fully resolve your complaint within 20 working days, we will provide an interim update with a revised timeline.
Stage 4: Escalation (If Unsatisfied with Response)
If you are not satisfied with our response, you may escalate the complaint to the Company Director by writing to director@alcohol.uk. The Director will conduct an independent review and provide a final response within 10 working days.
Editorial Complaints & IPSO
Alcohol Ltd is a member of the Independent Press Standards Organisation (IPSO), which regulates the UK's print and digital news industry. We abide by the Editors' Code of Practice and are committed to upholding the highest standards of journalism. IPSO regulation covers our editorial output across four titles: Alcohol.uk, Booze.co.uk, Bars.co.uk and Gin.uk.
If you believe we have not met those standards and want to make a complaint about editorial content on any of these publications, please raise it with us first, either by email to complaints@alcohol.uk or by any of the methods set out under How to Make a Complaint above. Please tell us which publication and article (or other content) your complaint concerns and, where possible, which clause of the Editors' Code you believe has been breached. Editorial complaints are handled under the process and timescales described in this policy.
Escalating to IPSO
If we are unable to resolve your complaint, or if you would like more information about IPSO or the Editors' Code, you can contact IPSO:
Telephone: 0300 123 2220
Website: www.ipso.co.uk
Right of Reply
If your complaint concerns published content (research, statements, or communications), you have the right to request a published correction or clarification. We will consider all reasonable requests for:
- •Corrections: Factual errors will be corrected promptly, with a dated correction notice published on our website and (where applicable) communicated to relevant stakeholders.
- •Right of Reply: If you believe our published material is unfair or inaccurate in characterising your views, you may request that we publish a response or clarification alongside the original material.
All corrections and substantive changes to published claims are logged in our Corrections Log.
Corrections Process
When we identify or are notified of an error in our published material, we follow this process:
Minor Errors (Typos, Formatting Issues)
Corrected immediately without formal notice. Examples: spelling errors, broken links, minor formatting issues.
Significant Errors (Factual Inaccuracies, Misrepresentations)
Corrected with a dated correction notice at the top of the affected page. The original error is noted for transparency, and the correction is logged in our public Corrections Log.
Examples: Incorrect statistics, misattributed quotes, factual errors affecting interpretation.
Material Errors (Substantive Inaccuracies Affecting Policy Positions)
Subject to full investigation, formal correction notice, notification to affected parties, and (if necessary) withdrawal or retraction of the original material.
Examples: Incorrect research conclusions, misrepresentation of policy positions, errors affecting advocacy recommendations.
View all published corrections and versioned changes in the Corrections Log.
Confidentiality & Data Protection
All complaints are handled confidentially in accordance with the Data Protection Act 2018 and UK GDPR. Personal information provided in complaints will only be used for the purposes of investigating and resolving the complaint, and will not be shared with third parties without your consent (except where required by law).
Complaint records are retained for 6 years for regulatory compliance and quality assurance purposes, after which they are securely destroyed.
External Complaints & Regulatory Bodies
If you are not satisfied with our handling of your complaint, or if your complaint relates to regulatory compliance, you may escalate to:
- •Independent Press Standards Organisation (IPSO) – For unresolved complaints about editorial content on our regulated publications: 0300 123 2220 or www.ipso.co.uk
- •Office of the Registrar of Consultant Lobbyists (ORCL) – For complaints about lobbying conduct and transparency: View on GOV.UK
- •Information Commissioner's Office (ICO) – For data protection complaints: ico.org.uk
- •Companies House – For complaints about corporate governance and director conduct: View on GOV.UK
Contact Us
For questions about this policy or to make a complaint:
Complaints Officer
Email: complaints@alcohol.uk
Address: Alcohol Ltd, The Limes, Bayshill Road, Cheltenham, GL50 3AW, United Kingdom
Company No. 04854930