http://www.guardianc7tzpyw6nqmbxla2qw5ddq5pvi3tp4agtdrfqqd6e7zjyfqd.onion/info/2014/sep/12/-sp-how-to-make-a-complaint-about-guardian-or-observer-content
The job of the readers’ editor is “to collect, consider, investigate, respond to, and where appropriate come to a conclusion about readers’ comments, concerns, and complaints in a prompt and timely manner, from a position of independence within the paper”.