Student Complaints Policy

1. Purpose

St. George’s University (“SGU” or the “University”) is committed to providing students with accessible, fair, timely, and appropriate mechanisms for raising concerns and resolving complaints. This policy establishes a University-wide framework for receiving, referring, reviewing, tracking, and resolving student complaints.

This policy is intended to operate as an umbrella policy. It does not replace complaint, appeal, conduct, academic, discrimination, accommodation, safety, or other procedures established in the University Student Manual, School or Program Student Manuals, the Clinical Training Manual, or other applicable University policies. Where a specific policy establishes a process for a particular matter, that process governs.
 

2. Scope

This policy applies to complaints by students concerning their experience with the University, including academic or educational services, administrative services, faculty or staff conduct, student services, facilities, the learning environment, student mistreatment, accessibility processes, discrimination or harassment, student conduct, safety or security, clinical educational experiences, and other University programs or practices.

A disagreement with an academic, administrative, or professional judgment does not, by itself, constitute grounds for a complaint under this policy. Where SGU has an established review or appeal mechanism for the subject matter of a concern, the student should use that mechanism. The Office of Student Affairs can assist in identifying the appropriate process.
 

3. Guiding Principles

• Fairness and impartiality — complaints will be considered objectively and referred to the office appropriately positioned to review the matter.
• Accessibility — students should have clear reporting routes and are not expected to know SGU’s administrative structure before raising a concern.
• Prompt resolution — concerns should be raised and addressed as promptly as reasonably practicable.
• Professionalism and respect — participants are expected to communicate honestly, respectfully, and professionally.
• Appropriate confidentiality — information will be shared only as reasonably necessary to assess, investigate, respond to, or resolve the matter, subject to law and University policy.
• Non-retaliation — retaliation for a good-faith report or good-faith participation in a University process is prohibited.
• Referral — complaints received by the wrong office should, where reasonably practicable, be referred to the appropriate process.
   

4. Definitions

4.1 Concern

An issue that may be capable of resolution through discussion, clarification, provision of information, or other informal intervention.

4.2 Informal Complaint

A concern a student seeks to have addressed without initiating a formal University complaint, grievance, disciplinary, or appeal procedure.

4.3 Formal Complaint

A written complaint submitted to an appropriate University office requesting institutional review or action. Informal resolution is not a prerequisite where the nature or seriousness of the matter makes informal resolution inappropriate.

4.4 Specialized Complaint or Appeal

A matter governed by a separate University policy or procedure, including sexual misconduct, discrimination, disability accommodation, student conduct, academic decisions, grade changes, student mistreatment, or safety and security. Such matters shall be handled exclusively under the applicable policy and procedure, and this policy shall not be used to initiate or maintain a parallel proceeding.
 

5. Informal Resolution

Where reasonable and appropriate, students are encouraged to raise a concern with the individual or office closest to the matter, such as an instructor, Course or Module Director/Coordinator, Department Chair, Program Director, Dean, Office of Student Affairs representative, or relevant administrative department.

Informal resolution is not required where direct discussion would be inappropriate, there is a significant power imbalance, safety or retaliation is a concern, or the matter should be reported through a specialized University process. Students uncertain where to raise a concern may contact the Office of Student Affairs for guidance.

Students may also consult Ombuds Services for confidential, informal, impartial, and independent assistance. Consultation with the Ombuds does not itself constitute filing a formal complaint or providing formal notice to the University.
 

6. Formal Complaints

Where informal resolution is unsuccessful, inappropriate, or not desired, a student may submit a formal complaint to the Office of Student Affairs or, where the nature of the complaint falls within the scope of a separate University policy, to the office designated under that policy to receive such complaints. Students are encouraged to submit formal complaints promptly, as delay may affect the University’s ability to investigate effectively, gather relevant evidence, or take appropriate corrective action.

A formal complaint should ordinarily include:

• the student’s name and contact information, unless anonymous reporting is permitted;
• a clear description of the concern;
• relevant dates, locations, courses, departments, programs, or clinical sites;
• the names of individuals involved, if known;
• relevant supporting documentation or evidence;
• steps previously taken to resolve the matter, if any; and
• the resolution or institutional action requested, if any.

The University may request additional information. Submission of a complaint does not guarantee the specific remedy requested.
 

7. Routing to Existing SGU Reporting Mechanisms

The following table is a practical routing guide and may be updated from time to time to reflect changes in reporting processes, responsible offices, or applicable policies. The current University Student Manual and applicable School or Program Manual control and should be consulted for the most current procedures and contact information.

8. Review and Resolution

The receiving office will determine whether the matter falls within its responsibility, whether another University policy governs, whether referral is required, whether additional information is necessary, and what review, investigation, or other action is appropriate.

The nature and extent of review will depend on the circumstances. Relevant individuals may be asked to provide information, documentation, or participate in meetings. 

Where a complaint involves safety concerns or allegations of harassment, discrimination, or retaliation, interim protective measures may be available under the applicable University policy.

For formal complaints reviewed under this policy, SGU will acknowledge receipt of a formal complaint within ten (10) business days after receipt by the responsible office and will seek to resolve complaints within a reasonable period, ordinarily not to exceed sixty (60) calendar days from the date of receipt by the responsible office, recognizing that timing may depend on complexity, witness availability, records, academic schedules, and related processes. Matters handled under a specialized policy are subject to the timelines in that policy. Where resolution requires additional time, the student will be notified of the delay and provided an estimated timeline for completion.

Where appropriate, the student will be informed when review has concluded and provided information concerning the resolution that SGU is permitted to disclose. Privacy, employment, student-record, or other obligations may restrict disclosure of actions taken regarding another person.
 

9. Complaints Submitted to the Wrong Office

Students are not expected to know SGU’s administrative structure in detail. When a complaint is submitted in good faith to an office without responsibility for the matter, that office shall, where reasonably practicable, refer it to the appropriate office or advise the student how to submit it.

Where information indicates a potential safety concern, discrimination, sexual misconduct, student mistreatment, or another matter subject to mandatory or specialized reporting requirements, the receiving University official must follow the applicable policy.
 

10. Confidentiality and Privacy

Complaint information will be handled with appropriate discretion and shared with individuals having a legitimate institutional need to assess, investigate, respond to, or resolve the matter, or as otherwise required by law or University policy. To the extent that complaint records contain personally identifiable information from education records, they will be maintained and disclosed in accordance with the University's Privacy Policy and, where applicable, the Family Educational Rights and Privacy Act (FERPA).

SGU cannot guarantee absolute confidentiality where doing so would prevent appropriate investigation, protection of the University community, provision of due process, or fulfillment of legal or regulatory obligations.
 

11. Anonymous Reports

Where permitted by the applicable reporting mechanism, students may report anonymously, including through EthicsPoint. SGU will review anonymous reports to the extent reasonably possible; however, anonymity may limit the University’s ability to investigate, obtain additional information, assess credibility, provide procedural protections, or communicate an outcome.
 

12. Non-Retaliation

SGU prohibits retaliation against a person who in good faith raises a concern, makes a complaint or report, seeks guidance, participates in an investigation or hearing, provides information as a witness, or assists another person in appropriately raising a concern. Retaliation may itself constitute a violation of University policy and may result in disciplinary action.
 

13. Good-Faith Reporting

A complaint is not improper merely because an allegation cannot ultimately be substantiated. Knowingly submitting false information, intentionally fabricating evidence, or making a deliberately false or malicious complaint may constitute misconduct. This provision must not be applied merely because a complaint is unsubstantiated, cannot be proven, or results in a finding that no policy violation occurred.
 

14. Cooperation with University Review

Members of the University community are expected to cooperate appropriately with authorized complaint-resolution processes, provide information honestly, preserve relevant evidence, and refrain from interference, intimidation, or retaliation.
 

15. Procedural Protections for Respondents

Where a complaint may result in an investigation or adverse action against an identified individual, the procedural protections established in the University Student Manual, applicable faculty or employment policies, and relevant University policies shall apply to that individual. At a minimum, the individual shall be informed of the nature of the allegations in sufficient detail to permit a meaningful response, and shall have an opportunity to provide information the individual considers relevant, in accordance with the applicable process. Where a specialized policy prescribes different procedures, that policy governs.
 

16. Appeals

This policy does not create a general right of appeal from every response to a complaint. Where the subject matter is governed by a policy providing an appeal, the student may pursue that appeal in accordance with the applicable policy and within the deadlines established by that policy. Filing a complaint under this policy does not toll, extend, or reopen any appeal deadline established under another University policy. Once the applicable appeal process has been exhausted and a final institutional decision is issued, this policy may not be used to obtain an additional review merely because the student disagrees with the outcome.
 

17. Complaint Records and Institutional Oversight

SGU shall maintain an appropriate institutional record of formal student complaints, excluding confidential Ombuds consultations and matters governed by separate recordkeeping requirements. Records shall be maintained in accordance with applicable privacy, retention, and confidentiality requirements, including the University's Privacy Policy and, where applicable, FERPA.

Complaint information may be reviewed in aggregate to identify recurring or systemic concerns, evaluate resolution processes, support continuous quality improvement, and meet accreditation or institutional oversight requirements.
 

18. Relationship to Other University Policies

This policy should be read with the University Student Manual and applicable School, Program, and Clinical Training Manuals, as may be amended from time to time, including policies governing the Code of Conduct and disciplinary process, nondiscrimination and Title IX, sexual misconduct, student mistreatment and the learning environment, accessibility and accommodations, course and instructor critique, academic review and grade changes, and student security and safety.

Where this general policy conflicts with a more specific University policy governing the subject matter, the more specific policy and procedure shall take precedence.
 

19. External Complaints

Nothing in this policy prevents a student from communicating with an external governmental, regulatory, accrediting, licensing, law-enforcement, or other body where the student has a legal or regulatory right to do so. Where an external organization requires exhaustion of SGU’s internal complaint or appeal procedures, students are responsible for completing the applicable internal process.

SGU shall maintain a current external-reporting directory appropriate to its schools, programs, locations, accreditation arrangements, and regulatory obligations rather than embedding individual names or potentially changing contact details in this policy.
 

20. Policy Administration

Responsibility for administration and periodic review of this policy rests with the Office of Student Affairs in consultation with the Office of the Provost, Office of General Counsel, relevant School leadership, and other University offices as appropriate.

The University may revise reporting mechanisms, responsible offices, or administrative procedures from time to time. Current reporting instructions in the University Student Manual or official University webpages supersede outdated copies of this policy.

Appendix A — Quick Guide: Where Do I Report My Concern?