Student Complaint Resolution Policy

 
 

Complaint Resolution Policy

The purpose of this policy is to provide a method of due process for the resolution of issues between students and Sam Beauford Woodworking Institute, or a person(s) acting for the School, such as an instructor, administrator, or other employee of the School. These procedures are designed to afford simplicity, speed, and high standards of fairness to all parties.

If a student has a complaint, they are encouraged to attempt to resolve the matter immediately and informally.

If the complaint cannot be solved informally, the process for resolving the formal complaint is as follows:

The student should submit a formal complaint in writing to the President’s Office, preferably within five (5) business days of the informal resolution attempt or incident. This can be via the online complaint form found below, which is automatically directed to the President’s Office, or hard copy letter. If a student delivers a hard copy formal complaint to an employee of the SBWI, the employee should deliver the formal complaint to the Presidents’s Office.

The formal complaint should include the following information:

  • The student’s contact information (full name, home address, SBWI email address, and phone number are preferred);

  • Description of the complaint, including dates, locations, employee dealt with, etc.

  • Any action(s) to resolve the complaint informally, including the outcomes of the attempt(s).

  • Desired resolution of the complaint.

The President’s Office will review the formal complaint and contact the student to acknowledge receipt.

Dependent on the nature of the complaint, the President’s Office will share the formal complaint with the appropriate supervisor or department head of the employee cited in the formal complaint. The supervisor or department head will review the formal complaint, follow-up with both parties for clarification of the situation and ask any pertinent questions, and issue a written decision to the student and employee within five (5) business days of receipt of the formal complaint. The written decision will also be shared with the President’s Office for record-keeping.

Following receipt of the written decision from the supervisor or department head, the student must respond in writing if they accept the decision or wish to appeal the decision within five (5) business days.

If the student wishes to appeal the decision, the supervisor or department head will share the formal complaint, their written decision, and the student’s request for appeal with the area Director of Operations. The area Director of Operations will review the formal complaint, written decision, and request for appeal. The area Director of Operations will issue a written decision within ten (10) business days to the student and employee. The written decision will also be shared with the President’s Office for record-keeping.

Following receipt of the written decision from the area Director of Operations, the student must respond in writing if they accept the decision or wish to appeal the decision within ten (10) business days.

If the student wishes to appeal the decision, the area Director of Operations will share the formal complaint, both written decisions, and the student’s requests for appeal with the President. The President will review all of the documentation and issue a decision within twenty (20) business days to the student and employee.

The decision of the President is final, and the last step of School-level due process.

The number of days indicated in the above procedures should be considered as the maximum, and every effort should be made to expedite the process. In some cases, an extension may be necessary to accommodate an absence, a holiday or SBWI closure, or other unforeseen circumstances. If an extension is necessary, the student will be notified and provided an explanation in writing.

With respect to all formal complaints:

If the complaint involves a question of judgment or opinion not covered by the scope of the School’s policies or rules, the President’s Office will review the formal complaint and meet with both parties to attempt to resolve the complaint.

Retaliation against a student or employee for their role in a formal complaint by any person is expressly prohibited and will be dealt with through the appropriate disciplinary action measures.

As required by the Accrediting Commission of Career Schools and Colleges (ACCSC) and the state of Michigan, the President’s Office will keep a record of all formal complaints received by the School, and any written decisions, appeal requests, or supporting documentation. These records will be retained for ten years. Appropriate measures will be taken to ensure student anonymity when accrediting bodies, including the ACCSC, request records pertaining to the School’s formal complaints.

Schools accredited by the Accrediting Commission of Career Schools and Colleges must have a procedure and operational plan for handling student complaints. If a student does not feel that the school has adequately addressed a complaint or concern, the student may consider contacting the Accrediting Commission. All complaints reviewed by the Commission must be in written form and should grant permission for the Commission to forward a copy of the complaint to the school for a response. This can be accomplished by filing the ACCSC Complaint Form. The complainant(s) will be kept informed as to the status of the complaint as well as the final resolution by the Commission. Please direct all inquiries to:

Accrediting Commission of Career Schools & Colleges 2101 Wilson Boulevard, Suite 302

Arlington, VA 22201

(703) 247-4212

www.accsc.org | complaints@accsc.org

A copy of the ACCSC Complaint Form is available at the school may be obtained by contacting complaints@accsc.org or at https://www.accsc.org/student-center/complaints/