Issuing Office

Financial Aid

Affected Parties

Students

Policy Language

General policy for residential undergraduate and graduate student complaints:

Official written complaints should be directed to the College of Applied Studies and Academic Success (CASAS) by completing the Student Complaint Form (see link below). When a student has exhausted all normal channels and appeal processes and still desires to file an official written complaint, they can through the Student Written Complaint Form. The student’s Professional Advisor may be contacted in cases where a student is uncertain about how to proceed with a written complaint, or if a written complaint remains unresolved after a reasonable amount of time (advising@liberty.edu). Professional Advising within the College of Applied Students and Academic Success will assess the written complaint and identify the appropriate person(s) to assist the student, and/or facilitate contact with the student with the appropriate office(s) to ensure the resolution of the written complaint.

Policy Rationale

Compliance with SACSCOC regulations

Definition of Glossary Terms

Complaint: Liberty University defines a “written complaint” as any complaint submitted through the official Beacon complaint form as a “Student Complaint”.  Other forms of communication will not be considered official complaints.

Procedures

Procedure for residential undergraduate and graduate student complaints: 

1. Students are encouraged to first express concerns to their assigned Professional Advisor within CASAS.
2. Students may submit an official written complaint about an issue occurring during their current or previous term of enrollment.
3. Student expresses grievance in writing via the official written complaint form. Only written complaints submitted via the official written complaint form will be considered official complaints. Written complaints submitted via other forums will not be considered official written complaints.
4. The Senior Director for Advising Success reviews the official written complaint and accompanying documentation.
5. The Senior Director for Advising Success  contacts(or assigns the complaint to) other university office(s) for research/decision-making purposes.
6. The official written complaint decision is rendered based on research findings.
7. The decision-making party will rule on the written complaint and update the official written complaint form.
8. The student will be notified via email of the decision.
9. If the student is not satisfied with the outcome of their initial official written complaint, they may appeal within seven business days of the rendered decision by providing additional support/documentation for review.
10. A second review of the official written complaint will be completed by a higher authority within Liberty University.

Student Complaint Form: https://beacon.os.liberty.edu/beacon/#/new/student-complaint

Sanctions

None specified

Exceptions

None

Date Approved

3/16/2023