Lab Academic Press (LAP) is committed to maintaining the highest standards of publishing ethics and customer service. This procedure outlines how complaints will be handled to ensure fair, transparent, and timely resolution.
Scope of Complaints
Complaints may relate to:
1. Editorial Process:
• Delays in peer review or publication.
• Perceived bias or unfair treatment.
• Errors in editorial decisions.
2. Publication Ethics:
• Allegations of plagiarism or data fabrication.
• Conflicts of interest not disclosed.
• Breaches of ethical guidelines (e.g., COPE standards).
3. Content Issues:
• Errors in published articles (e.g., factual inaccuracies).
• Requests for retractions or corrections.
4. Service Concerns:
• Poor communication or unprofessional behavior.
• Technical issues with the submission system or website.
How to Submit a Complaint
Complaints should be submitted in writing via email to info@labapress.com and include:
• Full name and contact information of the complainant.
• Details of the complaint (e.g., journal name, article ID, or specific incident).
• Supporting evidence, if applicable.
Complaint Handling Process
1. Acknowledgment
• Complaints will be acknowledged within 3 working days of receipt.
2. Initial Assessment
• The complaint will be reviewed by the relevant team (e.g., editorial, production, or customer service).
• If the complaint is outside LAP’s scope, the complainant will be informed, and guidance will be provided where possible.
3. Investigation
• Editorial Complaints: Escalated to the journal’s Editor-in-Chief or Editorial Board for investigation.
• Ethical Issues: Handled in accordance with COPE guidelines. This may involve consulting with the author(s), reviewers, or other stakeholders.
• Service or Technical Issues: Investigated by the relevant operational team.
4. Resolution
• Aresponse will be provided within 15 working days. If the issue requires extensive investigation, an update will be given, explaining the delay and expected resolution time.
• Possible outcomes include:
• An apology and corrective action (e.g., issuing a correction or retraction).
• Clarification of policies or processes.
• No action, if the complaint is deemed unfounded (with a clear explanation provided).
5. Appeals
• If the complainant is dissatisfied with the resolution, they may request a review by LAP’s senior management.
• Appeals should be submitted within 30 days of receiving the initial resolution.
Confidentiality and Impartiality
• All complaints will be treated confidentially and impartially.
• Complaints involving potential conflicts of interest will be referred to an independent party for review.
Continuous Improvement
LAP values feedback and uses complaints to improve processes and services. Regular reviews of complaints and their resolutions will be conducted to identify trends and implement preventative measures.
Contact Information
Lab Academic Press
Email: info@labapress.com
Note: This procedure aligns with LAP’s commitment to ethical publishing and customer satisfaction.
