Complaints

Whaleoil has grown to the point where none of its staff are able to read every comment. Even the daily email load is quite considerable, and isn’t expected to get any lighter. Anyone who has used the comments to communicate with us may therefore not have been noticed.

In a case of a complaint being left in the comments, this means it has the appearance of not being taken seriously or being deliberately ignored.

If you have a complaint about Whaleoil content, it should not be left as a comment on an article. Instead, click on the Contact option present on every page of the web site. There, you will find all possible ways to contact us, including to notify us of a complaint.

Clicking on “Make a complaint” leads you to this page.

You must, in the first instance, leave your complaint as a comment on the dedicated Complaints Page. That page will be monitored so complaints aren’t lost in the maelstrom of comments that glide by on a daily basis.

To make a complaint, please provide sufficient detail. “Headline misleading” isn’t going to be investigated.  “Headline claims a death resulted, but the person didn’t die” is something we can work with. It is up to you to provide sufficient detail so we may consider your complaint. More detail means you get taken seriously. Drive-by complaints are going to get drive-by attention from us as well. If you take it seriously, we will take it seriously.

This process is public. It means that trivial, serial and anonymous complainants will out themselves. It also means those complaints, and our responses to them, are a public record.

Please note that this is only for the actual complaint. Any attempt to debate these on the dedicated Complaints Post will be deleted. If they need debating, please use the daily General Debates with links to the complaint. Please note again: Only enter a complaint – all other comments will be deleted.

Whaleoil will consider your complaint, update your comment with an answer,  and act on this complaint in a timely and serious manner.

It is our objective to deal with these publicly, in the open, and deal with each complaint with the same seriousness and gravitas as it was laid. That is, trivial complaints will receive trivial responses, serious complaints will receive our full attention. And malicious or time-wasting complaints can expect the Whaleoil treatment. However, this is done in public, so we remain answerable to our readers.

Go to the Dedicated Complaints Post to write the actual complaint as a comment.

 

Please note that complaints should be about articles published by Whaleoil. If the complaint is about commenter conduct or the way the website does or doesn’t work for you, then this isn’t the right place. Perhaps send us an email instead.

 

(Updated 16 June 2017)


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