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Mapping the Press Complaints Landscape from the Consumer Perspective

MAPPING THE PRESS COMPLAINTS LANDSCAPE FROM THE CONSUMER PERSPECTIVE

In 2021, the PRP commissioned independent research to map the news publishing complaints landscape. Following a competitive tender, Simon Christmas Ltd was appointed to conduct research with the following aims:

  • Map the current UK regulatory landscape from the point of view of a complainant, giving consideration to the potential impact of proposed regulatory developments on the future picture
  • Provide a thorough and comprehensive analysis of the complaints systems accessible to claimants
  • Produce an easily understandable visual representation of the landscape concerning the press and social media organisations

The independent research was published in October 2021.

It concluded:

  • There are substantial gaps in the coverage of complaints processes from the consumer perspective, with some news publishing material providing no mechanisms for readers to complain.
  • There are gaps existing between many of the complaints processes, which fall short of fulfilling the aspects outlined in the Royal Charter. Some provide helpful in situ ways of complaining but leave the public and the press with only partial protection.
  • Whether or not the public has access to a full press complaints process seems arbitrary and unfair – dependent in different instances on whether news publishers subscribe to voluntary self–regulation; whether the complainant can access legal help; where the news is being consumed; and where the news material originates from.
  • The complaints processes which are there provide a variable match to the realities of modern day, increasingly online, news consumers. Whilst most processes have some good features, all are a poor fit for their potential users in one aspect or another.
  • Realising this potential of the Online Safety Bill requires a consistency of approach to press complaints with that of the Royal Charter, and a more thorough consideration of the potential consequences (both intended and unintended) of how the Bill deals with news material as opposed to other online content.
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