Complaints and Grievances Policy

Purpose
The purpose of this policy is to provide a clear and fair process for students to raise complaints and grievances. The University of High Ambition is committed to addressing student concerns promptly and effectively to ensure a positive learning environment.

Scope
This policy applies to all students enrolled in associate, undergraduate, postgraduate, and professional development programs at the University of High Ambition. It covers complaints related to academic matters, administrative services, facilities, and any other aspects of the student experience.

Principles

• Fairness: All complaints and grievances will be handled impartially and without discrimination.

• Transparency: The process for handling complaints and grievances will be clear and accessible to all students.

• Confidentiality: All information related to complaints and grievances will be kept confidential and only shared with relevant parties.

• Timeliness: Complaints and grievances will be addressed in a timely manner.

Types of Complaints and Grievances

• Academic: Issues related to grading, course content, teaching methods, or academic advising.

• Administrative: Issues related to enrollment, fees, or other administrative services.

• Facilities: Issues related to campus facilities, such as classrooms, libraries, or housing.

• Other: Any other issues affecting the student experience at the University of High Ambition.

Informal Resolution

• Initial Discussion: Students are encouraged to resolve complaints informally by discussing the issue with the relevant party (e.g., instructor, administrative staff) as soon as possible.

• Mediation: If the issue is not resolved through initial discussion, students may request mediation from the Student Services Office.

Formal Complaint Procedure

1. Submission: If informal resolution is not successful, students may submit a formal complaint in writing to the Student Services Office. The complaint should include a detailed description of the issue, any supporting evidence, and the desired outcome.

2. Acknowledgment: The Student Services Office will acknowledge receipt of the complaint within five working days and provide an estimated timeline for resolution.

3. Investigation: The complaint will be investigated by an appointed officer who will gather evidence and speak with relevant parties.

4. Decision: The appointed officer will make a decision and communicate the outcome to the student in writing. The decision will include any proposed actions to resolve the complaint.

Grievance Procedure

1. Appeal: If the student is not satisfied with the outcome of the formal complaint, they may submit a written appeal to the Grievance Committee within 14 days of receiving the decision. The appeal should include reasons for the appeal and any additional evidence.

2. Review: The Grievance Committee will review the appeal, conduct any further investigation needed, and make a final decision.

3. Outcome: The decision of the Grievance Committee will be communicated to the student in writing and is final.

Support and Advice

• Advisors: Students may seek advice and support from academic advisors, counselors, or the Student Services Office at any stage of the complaint or grievance process.

• Representation: Students have the right to be accompanied by a representative (e.g., friend, family member, or advisor) during any meetings related to the complaint or grievance.

Monitoring and Review

• Record Keeping: Records of all complaints and grievances will be maintained by the Student Services Office and reviewed periodically to identify any trends or areas for improvement.

• Policy Review: This policy will be reviewed regularly to ensure it remains up-to-date and effective. Any changes to the policy will be communicated to students and staff and published on the university website.

Contact Information
For any queries related to complaints and grievances, please contact the Student Services Office at:
Email: info@uha.edu.eu