Complaints procedure

This procedure applies to complaints about the policies, procedures, or actions of The BMJ's editorial staff. We welcome complaints as they 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.

Defining "complaint"

Our definition of a complaint is as follows:
• The complainant defines his or her expression of unhappiness as a complaint; and
• We infer that the complainant is not simply disagreeing with a decision we have made or something we have published (which happens every day) but thinks that there has been a failure of process - for example, a long delay or a rude response - or a severe misjudgment.
• The complaint must be about something that is within the responsibility of The BMJ's editorial department - content or process.

Making a complaint

The best way to reach us is by email. Complaints should be directly emailed to complaints@bmj.com, where they are dealt with confidentially. This email address is solely for complaints as defined above - site related issues, or issues related to BMA membership should instead be directed to support@bmj.com.

Complaints at The BMJ are resolved through a process of response and escalation:
• Wherever possible complaints will be dealt with by the relevant member of the editorial staff, escalating to a section editor if required.
• In the case that this initial response is insufficient, the complainant can request for the complaint to be escalated to an executive editor.
• If the complainant remains unhappy, complaints should be escalated to the editor, whose decision is final.
• If a complainant remains unhappy after what the editor considers a definitive reply the complainant may complain to an external body (see below).

Complaint timeframes
• All complaints will be formally acknowledged within three 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 four weeks. Further interim responses will be provided until the complaint is resolved.
• Complaints that are not under the control of The BMJ's editorial staff will be sent to relevant heads of department.
• Complaints about editorial matters that are sent to the chairman of the BMJ Board, to the chief executive of BMJ (the publishing group), or to BMA officers, and officials will usually be referred in the first instance to the editor (and invariably if they relate to editorial content, for which the editor is wholly responsible).

Advertising complaints

Should you wish to complain about an advertisement you have seen in The BMJ or another BMJ journal, please contact the advertiser. If there is no response you can contact your national regulator, such as the UK’s Advertising Standards Authority.

You are also welcome to contact BMJ by emailing complaints@bmj.com. Generally, this will result in one of four outcomes:
1. We may confirm that the advertising complies with our guidance and does not require any changes.
2. We may ask the advertiser to change the wording of the advertisement before carrying it again.
3. We may refuse to carry advertising for the product in future.
4. We may escalate the complaint with the advertiser or with the relevant advertising standards authority.

Should you wish to send a rapid response/letter to the editor about an advertisement carried in The BMJ, you can do so here.

External bodies

If the complainant has exhausted the internal processes and is still unhappy he or she can complain to one of the following bodies:

The Prescription Medicines Code of Practice
For anything related to a published advertisement for a prescription medicine. http://www.abpi.org.uk/links/assoc/pmcpa.asp.

Copies of the Code of Practice for the Pharmaceutical Industry, the Code of Practice Review and the Annual Report are available from:

Prescription Medicines Code of Practice Authority
Whitehall, London SW1A 2DY
Tel: +44 (0)20 7930 9677
Fax: +44 (0)20 7930 4554

http://www.pmcpa.org.uk/?q=getcopiesofcode

The Committee on Publication Ethics
COPE publishes a code of practice for editors of scientific, technical, and medical journals http://www.publicationethics.org. It will consider complaints against editors but only once a journal's own complaints procedures have been exhausted.