Complaints Process

This procedure applies to complaints that relate to content, procedures or policies that are the responsibility of CEPM or our editorial staff. Complaints may provide an opportunity and a spur for improvement, and we aim to respond quickly, courteously, and constructively. The procedure outlined below aims to be fair to those making complaints and those complained about.

Making a complaint

Complaints should be directly emailed to, and will be dealt with confidentially.

Complaints at CEPM are coordinated by the complaints team with individual complaints handled by the relevant member of the editorial team and the opportunity for escalation if they cannot be resolved.

• In the case that this initial response is felt to be insufficient, the complainant can request that their complaint is escalated to a more senior member of the team.
• If the complainant remains unhappy, complaints may be escalated to an executive editor and ultimately the editor in chief, whose decision is final.
• If a complainant remains unhappy after what the editor in chief considers a definitive reply, the complainant may complain to an external body.

Complaints that are not under the control of The CEPM's editorial staff will be sent to the relevant heads of department within Pouyan Press Publishing.

Complaints sent to the CEPM's chairman or chief executive officer will usually be referred to the editor-in-chief.

Complaint timeframes

• All complaints will be formally acknowledged within three working days.
• If possible a full response will be made within two weeks. If this is not possible, an interim response will be given within two weeks. Further interim responses will be provided until the complaint is resolved.