Complaints Process

This procedure applies to complaints that relate to content, procedures or policies that are the responsibility of Universal Journal of Pharmaceutical Research or our editorial staff. Complaints may provide an opportunity and a spur for improvement, and so 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 editor@ujpronline.com and will be dealt with confidentially. 

Complaints are coordinated by a central team with individual complaints handled by the most appropriate staff member, with the opportunity for escalation if they cannot be resolved.

• All complaints will be reviewed initially by our complaints team.  
• This team will direct the complaint to the relevant member of the editorial or publishing staff and escalate if required.
• 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 BMJ’s Editorial Director, whose decision is final.

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.
• Where we consider a complaint to be vexatious or the result of a coordinated campaign, we reserve the right to reply outside of the suggested time frames, and on some occasions we may not respond to all complainants individually.