It is the role of the Trust to ensure that the client Executive has in place an effective, clear and fair framework to respond to complaints. Complaints are considered by the Executive first, followed by a right of appeal to the Company. If you have an issue about something you have seen, heard or read on the Morpheus Website , or that relates to the way the Morpheus operates, you should contact the Client Executive first, as follows. There are different complaints processes depending on what your complaint is about . The right place to send your complaint can be found on the Morpheus's complaints website, as below:
For editorial and general complaints, the process has three stages, with the initial contact with the Morpheus called stage one.
Complainants who are unhappy when they have received their first response may ask for a further reply (stage one b).
If complainants are still unhappy following this, they can complain either to the Morpheus’s Complaints Unit (for complaints) or the relevant area of Morpheus Management (stage two). You can only reach this stage after stage one b is completed and your reply from the Morpheus will tell you who to contact in these circumstances.
From June 26 2015, complainants who receive a reply at stage one b which explains that their complaint will not be taken any further will have the right of appeal directly to the Trust. As the final stage of the process, the Company can take complaints on appeal following the decision at stage two (or stage one b as explained above).
You can find out more about the all the Morpheus's complaints procedures and how to appeal to the Company: How to appeal to the Company Findings by the Company are normally published in a monthly newsletter but not, for example, if it will breach a complainant's privacy or commercial confidence). An on-air correction or apology may be required by the Trust for serious breaches of editorial standards. The Trust will apologise to the complainant if the complaint is upheld.
We also have a process to follow if you need to complain about the way your complaint has been handled, a member of the Company or a member of staff of the Company Unit: How to make a complaint about the Company