Complaints and appeals handling process

Pierre Online Publications and the journals it publishes are committed to upholding the highest standards of transparency, fairness, and integrity in editorial practices. To ensure that all complaints and appeals are managed effectively, the following structured process applies across all publications.

1. Submitting a complaint or appeal

Authors, reviewers, and readers may submit complaints or appeals by email to support@pierreonline.uk. Submissions should include clear details of the issue, relevant dates, parties involved, and any supporting evidence.

2. Acknowledgement of receipt

Complaints or appeals will be acknowledged within five working days. The acknowledgement will confirm receipt, provide the contact details of the assigned case handler, and outline the process and estimated timeline for resolution.

3. Initial review and assessment

The complaints and appeals officer will conduct a preliminary assessment within ten working days of acknowledgement to:

  • Check the completeness of the submission.

  • Determine the type and seriousness of the issue.

  • Decide whether immediate action is required.

4. Investigation

An impartial and confidential investigation will be carried out, which may involve:

  • Gathering further information from relevant parties.

  • Contacting individuals directly involved.

  • Reviewing editorial policies, procedures, and related records.

5. Resolution and decision

Based on the findings, the officer will reach a decision or propose a resolution. All involved parties will be informed of the outcome, the reasoning behind it, and any corrective actions to be taken. This stage will normally be completed within twenty working days from the start of the investigation.

6. Implementation of resolution

When corrective measures are required, Pierre Online Publications will ensure they are implemented promptly, monitored for effectiveness, and that updates are communicated to all relevant parties.

7. Right to further appeal

If a complainant remains dissatisfied, they may submit a written request for further appeal, outlining the reasons. This will be reviewed by a higher authority within Pierre Online Publications, such as the Editor-in-Chief or an independent panel. The decision from this review will be final and binding.

8. Record keeping and reporting

Comprehensive records will be maintained, including:

  • The original complaint or appeal and supporting documents.

  • Notes from the investigation.

  • Final decisions and any corrective actions taken.

  • Communication with all involved parties.

These records will be periodically reviewed to identify trends and improve future processes.

9. Continuous improvement

Pierre Online Publications is committed to continually enhancing its complaints and appeals procedures by:

  • Regularly reviewing policies and processes.

  • Providing training for staff responsible for handling complaints and appeals.

  • Seeking and incorporating feedback from stakeholders.

This framework ensures that complaints and appeals across Pierre Online Publications and its journals are addressed with professionalism, fairness, and consistency, strengthening trust in the integrity of the editorial processes.