Complaints and Appeals Handling Process

The Research Studies in English Language Teaching and Learning (RSELTL) journal is committed to maintaining high standards of transparency, fairness, and integrity in its editorial processes. To ensure that all complaints and appeals are addressed effectively, the following structured approach has been established.

1. Submission of Complaint or Appeal

Stakeholders, including authors, reviewers, and readers, can submit complaints or appeals via email to: support@pierreonline.uk. Each submission must include detailed information about the nature of the complaint or appeal, relevant dates, involved parties, and any supporting documentation.

2. Acknowledgement of Receipt

Upon receiving a complaint or appeal, RSELTL will acknowledge receipt within five working days. The acknowledgment will include:

  • Confirmation that the complaint or appeal has been received.
  • Contact information for the case handler.
  • An outline of the process and estimated timeline for resolution.

3. Initial Review and Assessment

The complaints and appeals officer will conduct an initial review to:

  • Verify the completeness of the submitted information.
  • Determine the nature and severity of the issue.
  • Identify if immediate action is required. This assessment will be completed within ten working days of acknowledgment.

4. Investigation

A thorough investigation will be initiated, involving:

  • Collection of additional information from relevant parties.
  • Contact with individuals involved in the complaint or appeal.
  • Review of applicable editorial policies, procedures, and records. The investigation aims to gather all pertinent facts and will be conducted impartially and confidentially.

5. Resolution and Decision

Based on the investigation findings, the complaints and appeals officer will:

  • Propose a resolution or make a decision regarding the complaint or appeal.
  • Communicate the decision to all parties involved, including the rationale behind it.
  • Provide information on any corrective actions to be taken, if applicable. This stage should be completed within twenty working days from the start of the investigation.

6. Implementation of Resolution

If the resolution involves specific actions, RSELTL will:

  • Implement corrective measures promptly.
  • Monitor the effectiveness of these measures to ensure the issue is resolved satisfactorily.
  • Keep all parties informed of the progress and completion of these actions.

7. Right to Further Appeal

If the complainant or appellant is dissatisfied with the decision, they have the right to appeal further. This process includes:

  • Submission of a written request for appeal, outlining the reasons for dissatisfaction.
  • Review of the appeal by a higher authority within RSELTL, such as the Editor-in-Chief or an independent panel.
  • Communication of the final decision to all parties, which will be binding and conclusive.

8. Record Keeping and Reporting

RSELTL will maintain comprehensive records of all complaints and appeals, including:

  • The original submission and supporting documents.
  • Records of the investigation process and findings.
  • Final decisions and any corrective actions taken.
  • Communications with all parties involved. Periodic reviews of these records will be conducted to identify trends and areas for improvement in handling complaints and appeals.

9. Continuous Improvement

RSELTL is committed to continuously improving its complaints and appeals process by:

  • Regularly reviewing and updating policies and procedures.
  • Training staff involved in handling complaints and appeals.
  • Seeking feedback from stakeholders to enhance the effectiveness and fairness of the process.

This structured approach ensures that complaints and appeals within RSELTL are handled with the utmost diligence and respect, fostering a culture of accountability and continuous improvement in the journal's editorial practices.