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. Complaints should ideally be made to the person the complainant is already in contact with over the matter being complained about. Whenever possible complaints will be dealt with by the relevant member of the editorial staff. If that person cannot deal with the complaint he or she will refer it to a section editor or the executive editor.
All complaints will be acknowledged within 10 working days. If possible a full response will be made within four weeks. If this is not possible an interim response will be given within 3 months. Further interim responses will be provided until the complaint is resolved.