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Student Complaints

Lewis University is committed to a policy of fair treatment of its students in their relationships with fellow students, faculty, staff and administrators. Students are encouraged to seek an informal resolution of a dispute directly with the faculty or individual(s) involved when possible. Dealing with concerns in the most direct and honest fashion should always be the first step toward resolution. Many problems are resolved when one makes an appointment with a faculty or staff member and calmly and honestly communicates their concerns. For matters where a resolution is not feasible, a student may make a formal appeal or complaint.

There are three categories for formal appeals/complaints: Grade Appeal Process, Academic appeal other than a grade, and Student Complaints.

For purposes of the student complaint process, a student is someone who is currently enrolled full or part-time or who has recently been enrolled in the institution (within the last two years). A complaint is an expression of dissatisfaction concerning a University employee, department, service, or process, or a University administrative action, that requires clarification, investigation and/or resolution.
  • A complaint may be verbal or in writing, preferably in writing using the complaint form found at www.lewisu.edu/welcome/studentcomplaints.htm.
  • It is important to report complaints promptly and to include a short and concise statement of all the relevant facts and the action or remedy you are requesting so that an investigation can be completed and a resolution achieved.
  • Complaints must be filed within 15 business days from the date of the action or occurrence which is the subject of the complaint.
  • The Office of the Provost will assign a tracking number to the complaint and acknowledge its receipt using the contact information you have provided on the complaint form.
  • The Office of the Provost reviews each complaint to determine if it is one upon which action should be taken. If the complaint is properly the subject of the academic or financial appeals processes, or is a question of academic discretion, the complaint will be dismissed without further action.
  • The Office of the Provost refers complaints requiring further action to the appropriate academic or administrative official (typically, a Dean or Director, or another appropriate administrator whom they have designated) for investigation and resolution.
  • Within 10 business days after receiving a complaint, the Office of the Provost will advise the student in writing either (a) that it has referred the complaint to an administrator for investigation and resolution, and to whom the complaint was referred, or (b) that it has dismissed the complaint and the reason for the dismissal.
  • An administrator to whom a complaint has been referred has 20 business days from the day of the referral to investigate and address the complaint. During the investigation and resolution process the administrator will communicate directly with the student who has filed the complaint. At the conclusion of the investigation and resolution the administrator will notify the student and the Office of the Provost in writing of the results of the investigation and resolution of the complaint.
  • The Office of the Provost may extend the investigation period beyond 20 business days by notifying, in writing, the student who filed the complaint, using the contact information provided on the complaint form.
  • A complaint may be dismissed without further action if the student fails to cooperate in the investigation.
Should a student wish to file their complaint with a regulatory agency, the contact information is listed below. Please note that these offices will require that a student first seek resolution directly with the institution by following the defined complaint or grievance policy.

The State of Illinois – Illinois Board of Higher Education http://complaints.ibhe.org
The Higher Learning Commission www.hlcommission.org/HLC-Institutions/complaints.html

Lewis University-Albuquerque Students
New Mexico Higher Education Department (MNHED/PPSD)
2044 Galisteo Street, Suite 4
Santa Fe, NM 87505-2100
Phone: (505) 476-8400
Fax: (505) 476-8454
www.hed.state.nm.us/institutions/complaints.aspx

Online or Distance Education Complaint Resolution
Students enrolled in Online or Distance Education are encouraged to contact their college dean’s office to seek advice. Information regarding the complaint processes for each state of residence can be found on the Lewis web site at lewisu.edu/welcome/studentcomplaints.htm

NOTE: Dr. Kurt Schackmuth, the Vice President for Mission, serves as University Ombudsman and provides a neutral space for students and others to express concerns or ask questions about institutional policies and practices. The Vice President for Mission serves as an impartial representative of Lewis University with regard to the student complaint process.