Complaints policy

[:en]This procedure applies to complaints about the policies, procedures, or actions of AIDAinformazioni’s editorial staff. We welcome complaints as they provide an opportunity 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.

Definition of ‘complaint’

We infer that the complainant is not simply disagreeing with a decision we have made or something we have published 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 AIDAinformazioni’s editorial department – content or process.

The best way to reach us is by email. Complaints should be emailed to aidainformazioni@labdoc.it, where they are dealt with confidentially. Complaints will be dealt with by a member of the editorial staff. All complaints will be formally acknowledged with three working days. If possible a definitive response will be made with two wekks. If this is not possible an interim response will be given within two weeks. Interim responses will be provided until the complaint is finally resolved.

If the complainant remains unhappy, complaints should be escalated to the editor, whose decision is final.

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