The Press Complaints Commission has come under attack from an organisation that says the people who use it are far from satisfied.

Media ethics charity MediaWise has conducted a survey with results that are at odds with the PCC’s own research.

It claims most people who make use of the Commission are dissatisfied with the outcome.

Research conducted by MediaWise found that 64 per cent of complainants it questioned last autumn said they were unhappy with the PCC, in contrast to the Commission’s survey that showed 62 per cent were satisfied.

The survey report Satisfaction Guaranteed, concludes that its procedures – and the newspaper industry’s Code of Practice – are in need of a thorough overhaul.

In it, MediaWise director Mike Jempson compliments Sir Christopher Meyer on the reforms he has initiated since becoming Commission chairman last year.

He goes on to lay out a raft of proposals to improve procedures and the Code of Practice, backed by evidence from ten years of assisting complainants whose lives have been wrecked by unethical journalism.

The study also contains a scathing analysis by Professor Julian Petley of how the Commission has handled various complaints – including one of his own, a detailed account of the PCC’s response to a complaint about The Sun’s infamous ‘Swan Bake’ allegations against asylum-seekers, and reviews of other complaints procedures including Ofcom and those of the BBC.

The MediaWise survey, based on a questionnaire and interviews, considered complainants’ views about the outcome of their complaints as well as PCC procedures. The PCC concentrates on satisfaction with its procedures for handling complaints.

Most of those contacted had complaints about inaccuracy (51 per cent), and 67 per cent said they were unhappy about the way in which journalists had collected information. Surprisingly, most (79 per cent) had no idea they would feature in the press before the stories were published.

But the PCC scored higher than editors on setting the record straight. Only 12 per cent of those who first approached editors with their complaint were pleased with the outcome.

The PCC said it was aware of the report and its arguments, and was always prepared to listen to feedback on the services it offers.

The launch of the report, on Tuesday, will include presentations by: