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Complaints and disputes

How to raise a concern, and what we do with it

If something on CitePep is wrong, a credit, a correction, a review or a decision, this is how to tell us and how it will be handled.

Version
1.3
Effective
25 Sep 2026
ClauseIn plain language

1.What you can raise

1.1You may raise a concern about an inaccurate credit, a correction you believe is wrong, a review you believe breaches our standards, a conflict of interest, or a decision by a publisher or by CitePep.

Credits, corrections, reviews, conflicts, decisions.

1.2We cannot overturn a journal’s editorial decision, change a publisher’s page beyond its CitePep record, or rule on whether a reviewer’s scientific judgement was right. Disagreeing with a review is not, by itself, a breach.

We judge the process, not the science.

2.How to raise it

2.1Write to standards@citepep.com or use the Report a problem option on the Contact page. Include links to the page or profile and any evidence.

Email us with links and evidence.

2.2What to include, a complaint that can be handled quickly
IncludeExample
What happenedA correction credited to me was removed
WhereLink to the page record
Why it is wrongThe publisher accepted it on 12 July
EvidenceScreenshot of the acceptance email
What you wantThe credit restored

2.3Your identity is shared with the other party only when it is needed to resolve the complaint, and we tell you first.

We don’t name you without telling you.

3.How it is handled

3.1A named member of the standards team acknowledges your complaint within two working days and aims to resolve it within fourteen. You will be told the outcome and the reason.

A named person replies in 2 days; aim to resolve in 14.

3.2Where a record is changed as a result, the change is logged publicly like any other correction.

Fixes are logged, never hidden.

3.3While a complaint is open, the disputed item is marked “under review” on the public record. It is not hidden.

Readers can see something is being looked at.

3.4Complaints about a manuscript review are judged against the reviewer handbook: whether findings are specific, quoted and graded. If the review falls short, the author is refunded.

A review below standard is refunded.

4.Possible outcomes

What can happen
OutcomeWhen
No change, with reasonsThe record or review meets our standards
Record correctedA credit or correction was recorded wrongly
Credit removedA contribution breached our standards
RefundA review did not meet the handbook
Account suspendedSerious or repeated breaches

5.Appeals

5.1If you disagree with the outcome, you may ask for it to be reviewed by a different member of the team who was not involved in the first decision.

A second, independent look if you disagree.

5.2Appeals must be made within 30 days. The appeal decision is final within CitePep. Complaints about personal data can also go to your data protection authority.

30 days to appeal; data complaints can go outside us.

6.Reporting

6.1Each year we publish the number of complaints received, by type and outcome, without identifying anyone.

We publish the numbers every year.

Revision history

1.325 Sep 2026Added what we cannot handle (1.2), what to include (2.2–2.3), how disputed items are shown (3.3–3.4), possible outcomes (4) and annual reporting (6).
1.21 Sep 2026Added appeals (now clause 5).
1.11 Mar 2026Covered paid reviews.
1.015 Oct 2025First version.

Questions: standards@citepep.com · All policies