It is more and more common for former employees and customers to “sound off” about your business on social media.

This can cause lasting damage to the reputation of your business and brand image and cause you a great deal of frustration.

People often do not realise that social media is connected to the “real world” and that consequences flow from their social media posts.  We help businesses take steps to protect their reputations.  We will act quickly to limit the damage caused, potentially seeking the removal of libellous remarks, correction or taking down of materials in the public domain and damages.

It is becoming increasingly important for businesses to be vigilant in regard to brand and reputational protection.  We will fight your corner to protect your good name.

  • How to handle defamatory statements about your business

    We all have days where we feel like letting off steam. But what can you do if someone decides to vent their feelings online at your company’s expense?

    You may have terms in your employees’ employment contracts that give you some recourse where an employee is to blame. But what if the comments are made by employees who have left or are on their way out, or by a disgruntled customer?

    You are then left to deal with something that is potentially damaging to your business and left hanging out there in cyber-space. The law may offer you recourse through the Defamation Act 2013 (“the Act”). 

    1) The “Serious Harm” Requirement
    Under the Act, you need to show that the defamatory statement has caused or is likely to cause ‘serious harm’. For businesses, harm does not amount to “serious harm” unless it has caused, or is likely to cause, serious financial loss. 

    ‘Serious Harm’ in practise - What happened?
    Guidance on the serious harm requirement was given a few years ago in a case involving the ‘Solicitors from Hell’ website, where people bemoaned their bad experiences with solicitors.  A  small law firm demonstrated that it had lost a set of instructions from a client due to the statements left on the website.

    Result
    The Court found that the loss of one high value instruction for a small law firm amounted to ‘serious financial loss’; the judge considered the fact that if you used a search engine to find the firm, the ‘Solicitors from Hell’ website came up in the top five results and was therefore likely to have a serious impact on the firm. 

    2) Was the defamatory statement ‘published’?
    If you are bringing a claim against defamation, you must show that the comments have been published to a third party and that the defendant published or is responsible for the publication of the words. Publication is generally defined in the case of statements appearing in books or newspapers, publicly broadcast comments, or those that appear on popular websites.

    3) I’ve made a claim for defamation.  What defence can my opponent bring?
    The most common defence is truth.  The Act says that the defendant needs to show that the statement is “substantially true".

    There is also the “honest opinion” defence. Here, the defendant would need to show that they truly believed what they were saying and that there was some fact which supported it at the time the statement was made.
    Other defences are used less often, for example if the statement was made as a matter of public interest (which is probably most common in cases involving the press). 
    There are also some defences available to website operators if they can show that they are just an innocent disseminator of information.

    4) Making a defamation claim – know the limitations
    Time is of the essence in defamation claims.  There is a limitation period of one year, which means that you must issue a claim within a year of the defamatory statement being made or risk losing your ability to bring a claim.

    If a person publishes a statement and subsequently re-publishes it, or a similar statement, the cause of action is treated as arising from the first date of publication. 

    As such, if a comment was first published on Twitter on 1 December 2015 and was re-tweeted on 2 January 2016, the limitation period will start to run from 1 December 2015 and you will have until 31 November 2016 to issue a claim.


    5) Potential remedies for defamation
    • The most common remedy is damages to compensate you for your loss and put you back to the financial position you would have been in had the defendant not made the defamatory statements.  More rarely, a court can award exemplary damages as a “punishment” where the person has deliberately made the statements to make a profit.
    • Another remedy often sought is an injunction.  A court will not usually grant an injunction to restrain someone from publishing something pending trial, but can grant a final injunction after trial to stop further publication of the comments or to stop similar comments being made. 

    Please note, the court cannot force a defendant to correct a statement, but in practice, parties often agree a published correction or apology.

    6) How we can help
    1. Protect against defamation from employees: Our employment team provide a range of employment contracts and policies at an affordable fixed fee rate. We can also advise about taking disciplinary action if  the defamatory statement has already been made.
    2. Evidence: Obtain copies of the defamatory statements immediately and preserve the evidence. If the comments appear on Facebook or Twitter, get screen shots. 
    3. Letters: We can write a legal letter requesting defamatory statements to be retracted. This notifies your opponent of your claim and gives them a chance to settle and take down the statements without going to court.
    4. What if your case goes to court?  The defamation protocol is designed to help people avoid litigation where possible.  It requires an early exchange of correspondence and, if appropriate, consideration of mediation or some other form of “alternative dispute resolution” with your opponents, which can help to settle cases early.  However, if it is necessary to issue proceedings, our lawyers will support you every step of the way.  


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