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Spring Arbor University strives to provide a quality Christian education in a vibrant and safe environment. At times an individual may feel personally dissatisfied with an interaction with a SAU employee, policy, or process. This Spring Arbor University Complaint Policy is available to individuals who request to have a concern resolved that has been unsuccessful in attempts to resolve the situation informally, or for situations not covered by existing policies (e.g., the grade appeal policy, residency policy, student accountability policies, sexual harassment policy, etc.).
When an individual has a complaint, resolution should be sought through informal communication (face to face, email, or phone) with the appropriate staff member, instructor, dean, and/or administrative officer who may be able to help rectify or clarify the situation before an official complaint is initiated. If the issue remains unresolved through informal communication, or if the complainant is not satisfied or not willing to address the issue with the individual involved or his/her supervisors, a formal process may be initiated. All formal complaints must be in writing using the official Spring Arbor University Complaint Form, which is available on www.arbor.edu and in the Office of Student Development and Success.
Formal Complaints should be filed during the semester of occurrence but no later than 30 days after the incident or after the end of the semester. Process and procedures for the complaint resolution are available on www.arbor.edu, the Office of Student Development and Success, and in all student handbooks.
Formal Complaint Resolution Process:
- Formal complaints should be completed in writing on the form provided and submitted to the Office of the Vice President for Student Development and Success. Additional letters or documentation may be submitted in addition to the form.
- The complaint should provide sufficient detail on the issue of concern and of the efforts at attempted resolution. If appropriate efforts have not been attempted, the issue may be returned to the individual with insights on how to make effective use of the informal processes available.
- The Office of Student Development and Success will determine the appropriate personnel needed to address the complaint or follow up to request additional information.
- The individual filing the complaint will be contacted within five business days of filing the complaint either to communicate a resolution or to request more information and inform on the process.
- Unless the issue demands significant exploration or investigation, a written response should be communicated to individual within ten business days.
As stated in the policy above, some issues are covered under existing policies, and the individual could be referred to those policies and the personnel associated with those areas.
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