Complaints and Grievances

Grievance Policy

All students

The institution is committed to resolving grievances fairly, efficiently, and in a manner consistent with its mission of student care and continuous improvement.

General principles

  1. The grievance and appeals process forms part of the institution’s continuous improvement system.
  2. All students have access to grievance and appeal procedures.
  3. A grievance refers to a concern that a student believes is unfair, inequitable, discriminatory, or a disruptive to their learning experience.

Examples include:

    • Program delivery not as advertised
    • Misuse of personal information
    • Safety concerns, bullying, or harassment
    • Discriminatory or inequitable treatment
    • Fee or payment issues
    • Administrative errors
    • Scheduling issues
    • Delays in academic feedback
    • Graduation or certification delays
    • Issues with institutional software or systems
  1. Appeals may be made against:
    • disciplinary decisions
    • unsatisfactory academic progress determinations
    • assessment outcomes.

Informal resolution

  1. Students are encouraged to resolve concerns informally where possible, including discussion with the relevant faculty, or staff member, or student (in line with the Matthew 18 principle) or to resolve it through their cohort professor/lecturer.
  2. For assessment concerns, students should first consult the assessor for clarification regarding grading expectations and outcomes.

Formal resolution

  1. If unresolved, students may submit a written grievance or appeal to the registrar within fifteen (15) working days after completion of informal resolution attempts.
  2. Submissions must include:
    • Identification of the complainant or appellant
    • a clear statement of the grievance or appeal
    • reasons for the concern
    • steps already taken to resolve the issue
    • desired outcome.
  1. Supporting documentation may be included where relevant.
  2. The institution will normally respond to grievances and appeals within 15 working days, except in cases where complexity or mitigating circumstances require additional time.

External escalation

  1. If a student remains dissatisfied after internal processes are exhausted, they may refer the matter to the Association for Biblical Higher Education, 5850 T G Lee Blvd, Suite 130 Orlando FL 32822 | 407-207-0808 | e-mail at
  2. Students in SARA states (except the SARA home state of Texas), may also submit complaints relating to alleged dishonest or fraudulent activity to NC-SARA. For more information on the NC-SARA student complaint process, please click on the following link: Student Complaints | NC-SARA.