One · Review
Examine the file in full.
Ensure the matter has been examined by someone with authority to address it. The case file contains the documentation, the timeline, and the resolution proposal.
A case concerning your organisation has entered our review. There is no need for alarm. This page explains the process, the next step, and the timeframe within which we ask you to respond.
MediaJudge is an independent organisation that documents serious disputes between consumers and companies. We do not accept every case submitted to us. The fact that you have been contacted means that the case has passed our initial review and entered formal correspondence.
This is not a complaint. This is not a publication. This is the stage at which we invite the company to respond before any further step is considered.
The case file is held internally. It has not been published, distributed, or shared with media or third parties. Whether or not it ever is depends, in part, on the response we receive.
The correspondence you have received contains a summary of the case as we have documented it, the documents and communications it relies on, and the resolution proposal we have prepared.
We ask you to do three things.
Ensure the matter has been examined by someone with authority to address it. The case file contains the documentation, the timeline, and the resolution proposal.
This may include factual corrections, additional context, an acceptance of the proposal, or a counter-proposal of your own. All material is taken into account.
The timeframe is set out in the original correspondence and is normally twenty-one days. Engagement, even partial, generally extends the period before any further step is taken.
Your response — in full — becomes part of the case file. It is documented alongside the original case, and is taken into account in any subsequent decision.
After your response is received, the case is reviewed once more. There are three possible outcomes.
If the response addresses the matter to the satisfaction of the consumer, the case is closed. The file is archived. No further step is taken.
If material questions remain, we may invite further exchange. This is the most common outcome at this stage.
If no resolution is reached, and no reasonable response has been offered, the case proceeds. The documentation is built to move with it.
MediaJudge does not publish cases. The public step, where it is taken, is taken by the consumer. We support that process; we do not perform it.
MediaJudge does not adjudicate. We document, we structure, we prepare. The judgment, where it is rendered, is rendered by the public, the media, or — where applicable — the courts of the jurisdiction concerned.
MediaJudge does not represent either party. We stand on the side of fairness, not on the side of either the consumer or the company. The resolution proposal we put forward reflects what, on the documented facts, we consider a reasonable outcome.
If no response is received within the indicated timeframe, the case is recorded as such. The absence of response does not stop the process — it becomes part of the documented record alongside the case itself.
We do not interpret silence. We document it.
Where a case proceeds to its next stage, the documented absence of response is treated by external parties — journalists, editors, courts — as a fact in itself.
All formal correspondence concerning an open case must be directed through the channel given in the original notification, with the case reference quoted in full.
Responses should be in writing. Verbal communication, while welcome, does not constitute a formal response and is not entered into the case file.