Complaints & Appeals

Difference between an appeal and a complaint

An appeal challenges a specific editorial decision on a manuscript. A complaint concerns the way a journal, editor, reviewer, staff member or publishing process operated. Research-integrity allegations are handled under the Research Integrity Policy, although a complaint may be referred there when appropriate.

Editorial appeals

Authors may appeal a rejection or other final editorial decision where they can identify a substantive factual error, demonstrable misunderstanding, procedural irregularity, unmanaged conflict of interest or significant evidence that was not reasonably considered. Disagreement with reviewers or a desire for another opportunity, without specific grounds, is not normally sufficient.

• Appeals should be submitted to appeals@eldranacademic.com within 30 calendar days of the decision unless exceptional circumstances prevented timely submission.

• The appeal should identify the manuscript number, decision date, specific grounds and supporting evidence. It should not simply provide a rewritten manuscript or repeat the original cover letter.

• Whenever practicable, an appeal is handled by an editor who did not make the original disputed decision. The reviewing editor must have no material conflict. They may uphold the decision, reopen the manuscript, obtain additional review or take another proportionate step.

• Normally one substantive appeal is considered per editorial decision. Repeated appeals raising no materially new information may be closed without further review.

Complaints

Complaints should describe the relevant journal, manuscript/article, people or process; the conduct or outcome of concern; key dates; and the remedy sought. We aim to acknowledge complaints within five business days and provide a substantive response within 30 calendar days where reasonably possible. Complex integrity, legal or institutional matters may take longer, in which case a status update should be provided.

Escalation

A complaint should first be handled at the journal level when appropriate. If the complaint concerns the Editor-in-Chief, cannot be resolved by the journal, or alleges a publisher-wide process failure, it may be escalated to the Publisher’s Complaints Officer or an independent senior editor. Complaints involving the owner or senior management should be assigned to a suitably independent external adviser where feasible.

Fair treatment

The Publisher will not retaliate against a person for making a good-faith complaint or appeal. Abusive, discriminatory, threatening, harassing or knowingly false communications may be limited. Confidential information is disclosed only as necessary to investigate and respond.

External bodies

Nothing in this policy prevents a person from contacting a regulator, court, research institution, funder or other competent body where they have a right to do so. References to COPE or other external guidance do not create a right to external adjudication by those organisations unless the Publisher is eligible for and subject to their procedures.

Data-protection complaints

Privacy concerns and data-rights requests use privacy@eldranacademic.com and the process in the Privacy Policy. The 30-calendar-day editorial appeal deadline does not restrict data-protection complaints or statutory rights.