Complaints may be made by phone, email or letter. Informing us in writing by email is advised as it provides the most reliable audit trail. The complaint should be directed initially to the person the complainant is already in contact with over the relevant matter. If that is not appropriate please email the Associate Publisher or Managing Editor of the journal named on the ‘Contact us’ page of that journal’s website.
Whenever possible complaints will be dealt with by the person to whom they are made. Where that is not possible or appropriate the complaint will be referred to the most appropriate person.
Complaints not under the control of Volkson Press editorial staff or journal editors will be sent to the relevant head of department.
Complaints sent to the Volkson Press directors or affiliated society officials, will usually be referred to the relevant Journal’s Publisher or Editor-in-Chief.
All complaints will be acknowledged immediately if made on the telephone or within three working days of receipt if made by email or post.
If possible a definitive response will be made within two weeks. If this is not possible an interim response will be given within two weeks. Interim responses will be provided until the complaint is resolved.
If the complainant is unhappy with the initial response they can ask for the complaint to be escalated to the relevant manager.