Complaints & Appeals
Applies to the ESS Press book line. Complaints regarding journal articles should be directed to the respective journals’ websites. This policy describes the submission and handling of: (a) complaints about conduct/process/service quality/ethical issues; and (b) appeals against editorial decisions.
1) Principles
1.1. Accessibility: any participant in the process (author, reviewer, reader) may submit a complaint or appeal.
1.2. Impartiality: submissions are reviewed by parties independent from the conflict.
1.3. Timeliness and transparency: fixed response timelines and written outcomes.
1.4. Confidentiality and protection of good-faith complainants.
2) What may be raised or appealed
- Complaints: delays, inappropriate communication, breach of confidentiality, suspected processing errors, ethical issues (plagiarism, COI, data), and participant conduct.
- Appeals: disagreement with an editorial decision (Reject / Major revision requirements, etc.), where the appellant believes methodological or procedural errors occurred.
3) Channels and submission format
3.1. Email: info@ess.press
3.2. Please include: (a) project/chapter identifier, (b) a concise description of the issue, (c) key dates/correspondence, (d) the requested action.
3.3. Anonymous reports are accepted for ethics-related matters; we may request additional details to verify facts.
4) Process and timelines
Complaints
4.1. Acknowledgement of receipt: ≤ 5 business days.
4.2. Initial assessment and plan: ≤ 10 business days; clarifications may be requested where necessary.
4.3. Review and decision: typically ≤ 30 calendar days (complex cases will receive an interim status update).
4.4. Response: a written decision, including proposed measures and/or process-related remedies (where applicable).
Appeals
4.5. Submission deadline: within 30 calendar days of the decision notification.
4.6. Independent review: an editor/expert not previously involved and without a COI is appointed; additional peer review may be commissioned.
4.7. Criteria for reconsideration: factual errors; omission of relevant evidence/reviews; procedural breach/COI; new material information.
4.8. Outcome: confirmation of the decision / modification of the decision (e.g., reassignment to Major revision) / proposal of an alternative pathway (different format/series). The outcome is recorded in writing.
5) Escalation
If the complainant is not satisfied with the response, escalation is possible:
(a) to the Head of the ESS Press editorial programme;
(b) for ethics cases—engagement of an external adviser/committee;
(c) for proceedings—informing the organizer (Centre SIPD) where procedural issues affect the event.
6) Relationship to other policies
Matters involving plagiarism, fabrication, COI, AI, and data are handled in conjunction with: Publication Ethics (COPE), Peer Review Policy, COI Policy, AI Policy, Data Availability, and Corrections & Retractions.
7) Confidentiality and record retention
7.1. All complaint/appeal materials are retained for at least 5 years. Access is limited to designated responsible persons.
7.2. Publication of details is limited to what is necessary for public notices (e.g., correction/retraction texts).
8) Template wording
8.1. Acknowledgement of receipt (to the complainant)
“Your submission regarding case [ID/title] has been received on [date]. The responsible manager is [name, contact]. The expected timeline for the initial assessment is until [date].”
8.2. Appeal outcome
“The appeal against the decision dated [date] was reviewed by an independent editor [Name]. Based on [brief rationale], the decision is confirmed/modified to [new decision]. A full rationale is attached.”
9) Contacts
Complaints and Appeals: policies@ess.press