What to do if someone complains about your journal

What to do if someone complains about your journal Journal receives complaint Note: to ensure correct handling of complaints, editors should ensure that their journal has an agreed procedure and that this is set out in their contract Acknowledge receipt and explain complaints procedure Editor attempts to resolve issue/apologizes/provides explanation Complainant not satisfied with response Complainant satisfied with response *The appropriate body for handling complaints will depend on the journal’s structure and the editor’s contract Editor refers complaint to, for example*: - publications committee - journal oversight board - journal ombudsman - editor’s employer Appropriate body* attempts to resolve issue Complainant not satisfied with response Complainant satisfied with response Complainant may refer case to COPE or other body, e.g. Press Complaints Commission See flowchart for how COPE handles complaints