Grievance Policy

Resolving conflict is foundational to VCI. We value people and their development, believing that grievances need to be dealt with efficiently and effectively to protect the continued growth of students and prospective students.

The same procedure applies to both complaints and appeals:

  1. The complaints and appeals system is part of the VCI continual improvement system.
  2. All VCI students are entitled to access the grievance and appeal procedures, regardless of their place of residence or the mode in which they study.
  3. A student grievance is an issue which a student believes to be unfair, inequitable, discriminatory, or a hindrance to the educational process. Students have the right to an educational experience offered in an environment free of harassment and a right to fair treatment by VCI personnel. Should a student believe that they have been treated unfairly or in an inappropriate manner they should follow the grievance procedure. Examples of matters about which grievances may be made:
    • program did not run as advertised
    • misuse of personal information
    • safety hazards, bullying, and harassment
    • inequitable or discriminatory treatment (e.g., race, age, sex, disability)
    • problems with fees or payments
    • administrative errors
    • scheduling problems
    • lack of academic support (e.g., work not returned on time)
    • graduation (diploma is late, etc.)
    • problems with the VCI software.
  4. An appeal may be against:
    • an admission rejection
    • disciplinary action
    • action for unsatisfactory academic progress
    • an assessment decision on an individually assessed item
    • an assessment decision on an overall grade awarded to a unit.
  5. Informal grievance resolution:
    • Students are encouraged to first seek to resolve complaints or conflicts informally whenever possible by speaking to the member of faculty, staff, or student directly involved in the grievance (Matthew 18 principle) or to resolve it through their local cohort coordinator.
    • If a student believes that a grade is incorrect, they should first ask the assessor what was expected for a different grade and their reasons.
  6. Formal grievance resolution: If students are still dissatisfied, they may lodge a written complaint or appeal with the registrar within thirty days following the end of the attempted informal resolution described above, stating the nature of their complaint, or appeal and giving their reasons. The steps already taken to resolve the issue as well as the complainant’s desired resolution also need to be stated.
  7. Students may not lodge both an appeal and a complaint for the same incident.
  8. An appeal or complaint must include:
    • adequate identifying the complainant or appellant
    • a statement of the nature of their grievance or appeal
    • their reasons
    • the steps already taken to resolve the issue
    • their desired resolution.
  9. A complaint or appeal may also include enclosed documents in support of their case, e.g., medical certificate, legal information, etc.
  10. Except in mitigating circumstances, VCI will process complaints and appeals within one calendar month of receiving them.
  11. If the complainant is still not satisfied after exhausting all of the college’s complaint resolution procedures, the student may file a grievance with the Association for Biblical Higher Education, 5850 T G Lee Blvd, Suite 130 Orlando FL 32822 | 407-207-0808 | e-mail at

Please note: All complaints first need to be filed with the Graduate School. Only when no resolution is found, may students file a complaint with our accreditor (ABHE).

The section below only applies to students from states other than Texas (our SARA home state) for making complaints related to the issues listed on the SARA website. This avenue is not available for students residing in Texas or for international students.


The National Council for State Authorization Reciprocity Agreements (NC-SARA) is a private non-profit organization [501(c)(3)] that helps expand students’ access to educational opportunities and ensure more efficient, consistent, and effective regulation of distance education programs.

In partnership with four regional compacts, NC-SARA helps states, institutions, policymakers, and students understand the purpose and benefits of participating in SARA. Today, more than 2,400 institutions in 49 member states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands all voluntarily participate in SARA.

Key SARA Student Consumer Protections mean that all SARA institutions must:

  • Be accredited and in good standing with their accreditors.
  • Hold authorization in their home state.
  • Demonstrate healthy finances.
  • Be accountable for third-party providers.
  • Uphold stringent reporting and accountability requirements.
  • Demonstrate transparency around professional licensure.
  • Provide the program promised or otherwise compensate students.
  • Agree to elevate unresolved student complaints.

Extract from the SARA Policy Manual:

4.1 Applicability

Provisions of the SARA Policy Manual, including those for consumer protection and the resolution of complaints, apply to interstate distance education offered by participating SARA institutions to students in other SARA states. Only those complaints resulting from distance education courses, activities and operations provided by SARA-participating institutions to students in other SARA states come under the coverage of SARA. Complaints about a SARA institution’s in-state operations are to be resolved under the state’s normal provisions, not those of SARA.

4.2 Role of home state

SARA consumer protection provisions require the home state, through its SARA State Portal Entity, to investigate and resolve allegations of dishonest or fraudulent activity by the state’s SARA-participating institutions, including the provision of false or misleading information.

4.3 Examples of Consumer Protection Issues

Examples of issues that may arise in regard to alleged fraudulent activity, violations of SARA policies or more general complaints about improper activities include, but are not limited to:

  1. Veracity of recruitment and marketing materials;
  2. Accuracy of job placement data;
  3. Accuracy of information about tuition, fees and financial aid;
  4. Complete and accurate admission requirements for courses and programs;
  5. Accuracy of information about the institution’s accreditation and/or any programmatic/specialized accreditation held by the institution’s programs;
  6. Accuracy of information about whether course work meets any relevant Professional Licensing requirements or the requirements of specialized Accrediting Agencies;
  7. Accuracy of information about whether the institution’s course work will transfer to other institutions; and
  8. Operation of distance education programs consistent with practices expected by institutional accreditors (and, if applicable, programmatic/specialized accreditors) and/or the C-RAC Guidelines for distance education.

For more information on the NC-SARA student complaint process, please click on the following link:
Student Complaints | NC-SARA.