Student Complaint Policy

Student Complaint Policy

Excelsior University fosters an environment in which students are treated with fairness and respect. Any student who has a concern with a University employee, department, school or process is encouraged to resolve the concern first through direct communication with the individual or department involved. If the student is not satisfied with the response, they may file a written formal request for review to the Academic Dean or the Ombudsperson, who will determine whether the request is a complaint or an appeal. In general, a request for review is an appeal if it concerns an exception to a policy, an action taken by Excelsior, or an action requested by the student. See the Student Appeals policy for a list of types of appeals. If the request for review is an appeal, the Student Appeals policy will be followed. If the request for review is not an appeal, it is classified as a complaint, and the procedure below will be followed. All concerns, complaints, and appeals are addressed promptly, appropriately, and equitably.
  1. Students should attempt to resolve their concern with the individual or the department involved.
  2. Students may file a formal written request for review to the Academic Dean or the Ombudsperson if they are not satisfied with the response.
  3. If it is determined that the request for review submitted by the student is an appeal, the student will be notified and informed of the next steps, following the Student Appeals policy.
  4. If it is determined that the request for review submitted by the student is a complaint, the student will receive a written response to their complaint within 30 calendar days.
  5. If the student is not satisfied with the formal complaint resolution they may submit their complaint in writing to the Provost, who will consider all aspects of the issue and respond to the student in writing within 30 calendar days.
Notification to Accrediting Agency If the student is not satisfied with the resolution provided by Excelsior the student may file a written complaint with Excelsior’s accrediting agency, the Middle States Commission on Higher Education. Complaints to the Commission must be in writing and signed by the complainant. They should be sent to: President Middle States Commission on Higher Education 3624 Market Street Philadelphia, PA 19104-2680 Notification to State Authorities A student may also file a complaint with the appropriate state agency within the state in which the student resides. A list of contact information for the appropriate state agencies is available on Excelsior’s Consumer Complaint page.