Corrections & Complaints

When something needs to be put right

Roberts London aims to publish carefully, describe experiences honestly and deal fairly with readers, subjects, customers and the people whose work appears within the publication.

We will not always get everything right.

When a material factual error is identified, a disclosure is incomplete, personal information has been mishandled or a customer has a legitimate concern, we believe the appropriate response is to look at the evidence, correct what needs correcting and explain the outcome clearly.

This page explains how to raise a concern and how Roberts London approaches corrections and complaints.

Contacting Roberts London

Concerns and complaints may be sent to:

Email: info@roberts-and-co.com

Post:

Barry Roberts
Roberts & Co
PO Box 458
1 Croydon Road
Beckenham
Kent BR3 9FN
United Kingdom

Where possible, please include:

  • Your name and contact details.
  • The title or web address of the relevant page.
  • The specific statement, image, disclosure, product or interaction concerned.
  • A clear explanation of what you believe is wrong.
  • The correction or resolution you are seeking.
  • Relevant documents, links or other supporting information.

Providing clear information at the outset helps us understand and investigate the matter properly.

Editorial corrections

Roberts London distinguishes between:

  • A factual error.
  • A misleading statement or omission.
  • A matter requiring clarification.
  • An honestly held editorial opinion.
  • A reasonable interpretation of disputed evidence.
  • A change in circumstances after publication.

A disagreement with an opinion does not necessarily mean that the article is inaccurate.

Where a factual statement is challenged, Roberts London will consider the evidence available and determine whether a correction, clarification, update or other response is appropriate.

Significant factual errors

Where a significant factual error or materially misleading statement is established, Roberts London will aim to correct it promptly and in a way proportionate to the original error.

Depending upon the circumstances, this may involve:

  • Correcting the relevant passage.
  • Correcting a headline or caption.
  • Replacing or removing a misleading image.
  • Adding missing context.
  • Publishing a clarification.
  • Adding a dated correction note.
  • Publishing an appropriate response.
  • Correcting related social-media material.
  • Removing material where continued publication cannot reasonably be justified.

The purpose of a correction is to leave the published record more accurate, not simply to make an objection disappear.

Correction notes

Not every amendment requires a visible correction notice.

Minor changes may be made without a formal note where they concern matters such as:

  • Spelling.
  • Grammar.
  • Formatting.
  • Broken links.
  • Minor typographical errors.
  • Presentational changes that do not alter meaning.

A visible correction or update note may be appropriate where an amendment:

  • Corrects a significant factual error.
  • Changes the material meaning of a passage.
  • Corrects a misleading headline or image.
  • Adds an important response.
  • Clarifies a material commercial relationship.
  • Substantially changes the understanding of the original article.

A correction note should be clear enough for a reader to understand what was changed and, where useful, when.

Corrections should be proportionate

The prominence of a correction should reflect the nature and prominence of the original error.

An error contained only in a minor factual detail may require a correction within the article.

An error appearing prominently in a headline, image, social post or central conclusion may require a more visible response.

Roberts London will consider the practical circumstances of each case rather than applying a single correction format to every mistake.

Updates are not necessarily corrections

London changes constantly.

Restaurants close. Hotels change ownership. Exhibitions end. Shops move. Prices change. People change roles. Products sell. New historical evidence emerges.

Updating an article because circumstances have changed does not necessarily mean that the original article was wrong when published.

Where appropriate, Roberts London may distinguish between:

Correction — something in the original publication was materially wrong.

Clarification — the original wording would benefit from greater precision or context.

Update — circumstances or available information changed after publication.

This distinction helps preserve the historical record while keeping useful information current.

Right of reply

Where a significant factual statement concerning an identifiable person or organisation is shown to require a response, Roberts London will consider providing a fair and proportionate opportunity to reply.

A right of reply does not ordinarily mean:

  • Unrestricted control over the article.
  • A right to rewrite Roberts London’s editorial conclusions.
  • A requirement to publish every point submitted.
  • A right to approve a headline or photograph.
  • Automatic removal of accurate criticism.

A response may be edited for length, relevance and clarity while preserving its material meaning.

Where appropriate, the response may be incorporated into the original article, added as an update or addressed in separate published material.

Requests made before publication

A person or organisation contacted for comment before publication is encouraged to respond clearly and promptly.

Roberts London may proceed with publication where:

  • A reasonable opportunity to respond has been provided.
  • No response is received.
  • The subject declines to comment.
  • The available evidence otherwise supports publication.

A later response will be considered on its merits.

Opinion and criticism

Roberts London publishes judgement, criticism and interpretation as part of its editorial work.

We will not ordinarily alter or remove an honestly held opinion simply because the subject disagrees with it.

However, opinion should not depend upon materially false factual claims.

Where the factual basis of an opinion is shown to be significantly wrong, Roberts London will consider what correction or clarification is required.

Read Editorial Standards →

Reviews and recommendations

Experiences differ.

A reader, venue or business may reasonably disagree with Roberts London’s assessment of:

  • Service.
  • Atmosphere.
  • Design.
  • Quality.
  • Value.
  • Cultural importance.
  • A performance.
  • A product.
  • An overall experience.

A different opinion is not itself grounds for correction.

We will, however, investigate factual concerns about matters such as:

  • What was ordered or experienced.
  • The circumstances of a visit.
  • Prices quoted.
  • Names and dates.
  • Facilities or services described.
  • Material commercial relationships.
  • Statements attributed to a business or individual.

Read Reviews & Recommendations →

Commercial disclosure concerns

Roberts London aims to disclose material commercial and organisational relationships clearly.

A concern may be raised where you believe content does not adequately disclose:

  • Advertising.
  • A paid partnership.
  • A hosted visit.
  • A press invitation.
  • A gifted item.
  • A product loan.
  • An affiliate relationship.
  • A Roberts London Shop interest.
  • Common ownership or an affiliated company relationship.

Where a material relationship has not been disclosed appropriately, Roberts London will review the content and add or amend the disclosure where necessary.

Read Commercial Relationships →

Images and created media

Concerns may also be raised about:

  • Incorrect image captions.
  • Images used in a misleading context.
  • Misidentification of people, objects or locations.
  • Documentary images that have been materially misrepresented.
  • Created or AI-assisted imagery that could reasonably be mistaken for documentary evidence.
  • Rights or permissions concerning an image.

Please identify the specific image and explain the concern as precisely as possible.

Read the Image & AI Policy →

Requests to remove editorial material

Roberts London will consider legitimate requests for removal, but publication will not ordinarily be removed simply because:

  • The subject no longer likes the article.
  • An accurate historical event has become inconvenient.
  • A business has changed ownership.
  • An individual would prefer an accurate reference no longer to appear.
  • An honestly held review is unfavourable.
  • Search-engine visibility makes older material easier to find.

Factors that may support removal, restriction or substantial amendment include:

  • A serious and uncorrectable factual problem.
  • A clear legal obligation.
  • A compelling privacy or safety concern.
  • Publication based on material that Roberts London no longer has a lawful right to use.
  • Disproportionate continuing harm that is no longer justified by the editorial purpose.
  • A circumstance in which anonymisation or another less intrusive measure is appropriate.

Requests will be considered individually.

Removal from Roberts London does not necessarily cause material already indexed, cached, archived or reproduced elsewhere to disappear immediately.

Search engines and older articles

Older Roberts London material may continue to appear in search engines.

Where an article remains accurate as a historical record, Roberts London may choose to retain it even though circumstances have changed.

Possible responses to an ageing article may include:

  • Adding an update.
  • Linking to newer coverage.
  • Correcting outdated practical information.
  • Revising a headline or description that has become misleading.
  • Restricting indexing in exceptional circumstances.
  • Removing the material where justified.

The appropriate response will depend upon the purpose and continuing relevance of the publication.

Complaints concerning personal information

Concerns about the collection, use, disclosure, retention or security of personal information may be made through the same contact details:

info@roberts-and-co.com

Please state clearly that your concern relates to data protection or privacy.

You may complain about matters including:

  • Personal information Roberts London holds about you.
  • How information was obtained.
  • How it has been used.
  • Who it has been shared with.
  • How long it has been retained.
  • The handling of a privacy request.
  • Direct marketing.
  • Cookies or tracking.
  • A suspected misuse or disclosure of personal information.

Data-protection complaints will be handled in accordance with applicable data-protection law.

Roberts London will acknowledge receipt of a data-protection complaint within 30 days, take appropriate steps to investigate it, keep the complainant informed where necessary and communicate the outcome without undue delay.

Read the Privacy Notice →

Data-protection rights requests

A request to exercise a data-protection right is not necessarily the same as a complaint.

Depending upon the circumstances, you may have rights concerning:

  • Access to personal information.
  • Correction of inaccurate personal information.
  • Erasure.
  • Restriction.
  • Objection.
  • Portability.
  • Withdrawal of consent.

Requests should be sent to:

info@roberts-and-co.com

Please provide enough information for Roberts London to understand and, where necessary, verify the request.

Further information is provided in the Privacy Notice.

Complaining to the Information Commissioner

Where your complaint concerns personal information, you may also have the right to raise the matter with the UK Information Commissioner.

We would ordinarily appreciate the opportunity to consider the concern directly first, but this does not affect any right you have to approach the Information Commissioner.

Details of how to do so are available through the Information Commissioner’s Office.

Read the Privacy Notice →

Customer and shop complaints

Complaints concerning an order or product from the Roberts London Shop may include:

  • A product arriving damaged.
  • An incorrect item.
  • A product that does not match its description.
  • A delivery problem.
  • A missing parcel.
  • A return or refund.
  • A payment issue.
  • A customer-account issue.
  • A complaint about customer service.

Please contact:

info@roberts-and-co.com

and include, where available:

  • Your order number.
  • The name used for the order.
  • The relevant product.
  • A description of the problem.
  • Photographs where they help demonstrate damage or condition.
  • The resolution you are seeking.

Customer complaints will be considered alongside the applicable Terms & Conditions of Sale and Delivery, Returns & Refunds policy.

Nothing in this complaints procedure limits statutory consumer rights.

Read the Terms & Conditions of Sale →

Read Delivery, Returns & Refunds →

Payment and security concerns

If you believe there has been:

  • An unauthorised payment.
  • Suspicious account activity.
  • Misuse of payment information.
  • A fraudulent order.
  • A security problem affecting your Roberts London account.

please contact Roberts London promptly at:

info@roberts-and-co.com

Where the concern involves a payment card, bank account or payment-provider account, you may also need to contact the relevant bank or payment provider directly.

Roberts London will never ask you to send a complete payment-card number or card security code by ordinary email.

Read Payment & Security →

Accessibility complaints

If a disability or accessibility issue is preventing you from:

  • Reading Roberts London content.
  • Navigating the website.
  • Using a form.
  • Understanding customer information.
  • Placing or managing an order.
  • Accessing a reasonable alternative format.

please contact:

info@roberts-and-co.com

Describe the problem, the page or service involved and, where useful, the technology or device you were using.

We will consider practical steps to resolve or reduce the barrier.

Read the Accessibility Statement →

Intellectual property concerns

Concerns about copyright, photography, trade marks or other intellectual-property rights should identify:

  • The material concerned.
  • Its location on Roberts London.
  • The right you believe you hold.
  • The basis of your concern.
  • Your contact details.
  • Supporting evidence where appropriate.

Roberts London may request further information before acting upon a claim.

Material will not automatically be removed merely because a claim is asserted, but credible rights concerns will be reviewed promptly.

How editorial complaints are handled

For ordinary editorial complaints, Roberts London will generally:

1. Record the concern

We will identify the article, image or other content involved and the substance of the complaint.

2. Review the published material

We will consider the relevant text, images, research, correspondence, source material and circumstances of publication.

3. Consider supporting evidence

Material supplied by the complainant will be assessed alongside other relevant evidence.

4. Seek further information where necessary

We may ask the complainant, contributor, subject or another relevant source for clarification.

5. Reach an editorial decision

We will determine whether the matter requires:

  • No change.
  • A minor amendment.
  • A correction.
  • A clarification.
  • An update.
  • A right of reply.
  • A disclosure.
  • Removal or restriction.
  • Another proportionate response.

6. Communicate the outcome

Where a substantive complaint has been made directly and contact details have been provided, Roberts London will normally explain the outcome.

Response times

Roberts London aims to acknowledge ordinary substantive complaints within seven working days where reasonably possible.

We aim to provide a substantive response within 28 days where the matter can reasonably be investigated within that period.

More complex complaints may take longer, particularly where they involve:

  • Archive research.
  • Several sources.
  • Legal issues.
  • Third-party responses.
  • Technical investigation.
  • Fraud.
  • Data security.
  • Historic material.

Where a meaningful delay occurs, Roberts London will aim to keep the complainant informed.

Different statutory timescales may apply to data-protection rights, data-protection complaints and other legally regulated requests.

Urgent concerns

Please mark correspondence URGENT where there is a credible immediate concern involving:

  • Personal safety.
  • Serious privacy intrusion.
  • Active fraud.
  • Payment security.
  • Exposure of highly sensitive personal information.
  • A significant security incident.

Using the word “urgent” does not guarantee immediate action, but it helps identify matters requiring priority assessment.

Anonymous complaints

Roberts London may consider an anonymous complaint where sufficient information and evidence are provided.

However, anonymity may make it more difficult to:

  • Verify the concern.
  • Request clarification.
  • Assess credibility.
  • Communicate an outcome.

Where confidentiality is requested, Roberts London will consider the request carefully but cannot promise absolute confidentiality where disclosure is required by law or necessary to deal fairly with the matter.

Repeated or abusive complaints

Roberts London welcomes good-faith criticism and will not reject a complaint merely because it is strongly expressed.

However, we may limit or end correspondence that becomes:

  • Abusive.
  • Threatening.
  • Harassing.
  • Repetitious without new evidence.
  • Clearly designed to consume disproportionate resources.
  • Unrelated to any realistic resolution.

This will not prevent Roberts London from considering genuinely new evidence or complying with a legal obligation.

Preserving editorial independence

A complaints procedure should make Roberts London more accountable, not less independent.

Making a complaint does not create a right to:

  • Control editorial conclusions.
  • Demand favourable coverage.
  • Require removal of accurate criticism.
  • Rewrite an article.
  • Approve a correction.
  • Suppress legitimate public-interest material.
  • Prevent Roberts London from publishing further responsibly researched work.

Complaints will be considered on evidence, accuracy, fairness, law and the standards adopted by Roberts London.

Keeping records of complaints

Roberts London may retain appropriate records of complaints and their resolution where necessary for:

  • Maintaining an accurate editorial record.
  • Responding consistently to continuing correspondence.
  • Establishing what action was taken.
  • Handling legal claims.
  • Meeting data-protection or consumer obligations.
  • Preventing fraud or abuse.

Personal information contained within complaint records will be handled in accordance with the Privacy Notice and retained only for as long as reasonably necessary for the relevant purpose.

Formal legal correspondence

Formal legal correspondence concerning Roberts London may be sent to:

Email: info@roberts-and-co.com

Post:

Barry Roberts
Roberts & Co
PO Box 458
1 Croydon Road
Beckenham
Kent BR3 9FN
United Kingdom

Please identify the nature of the correspondence clearly.

Nothing on this page alters any legal requirement governing the valid service of formal documents.

Status of this policy

This policy sets out how Roberts London approaches corrections and complaints.

It does not create contractual rights beyond those provided by applicable law and does not prevent Roberts London from dealing differently with an individual matter where fairness, urgency, law or the circumstances reasonably require it.

The policy may be updated as Roberts London’s editorial, retail and regulatory responsibilities develop.

Related information

Last reviewed: 18 July 2026