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Home > VUU Student Policies  > Hearing Policies and Procedures and Student Conduct Hearing Process 

Student Complaint Process 

University Grievance Policy 

Each student is afforded the right to file a formal written complaint about matters of concern with the University. The protocol for submitting and responding to such complaints is outlined below. 

Procedures for Submitting Input and Complaints 

When a student encounters a University-related problem that he or she does not know how to resolve, s/ he should always try to work out the problem by first discussing it with those most involved with the issue. Dealing with concerns in the most direct and honest fashion should always be the first step toward resolution. Many problems are resolved when a student makes an appointment with a faculty or staff member to communicate concerns calmly and honestly. 

If the student remains dissatisfied after consultation with the staff or faculty member, the student may initiate the formal complaint process at VUU described in the next section. All formal complaints must be put in writing using the official VUU Student Complaint Form. 

https://www.vuu.edu/student-complaint-form---how-do-I-make-a-complaint 

Although the student has a right to a formal complaint process, the student may choose to seek an informal resolution. 

Informal Resolution Process and Procedures 

Step 1: Informal Complaint 

Any student with a concern or complaint about an event or condition related to University activities is encouraged to first discuss the matter with the appropriate faculty, staff member or department personnel in which the issue originated. 

Step 2: Informal Resolution 

If the issue is not resolved, the next contact would be the department supervisor, 

chair, or dean to investigate the issue. 

Hierarchy for Expressing Complaints at Virginia Union University 

Prior to submitting a formal complaint, all on-campus offices shall be provided with an 

opportunity to address student concerns (informal resolution). Outlined below is a high-level hierarchy of divisional responsibility. Please allow five (5) business days for a response from each level before proceeding to the next level. 

Division of Academic Affairs 

For all academic-related matters please adhere to the following hierarchy: speak first to the course instructor, department chair, academic school Dean. Issues about course registration, or transcript needs shall be expressed to the Registrar. 

Division of Administrative Services and Business Solutions 

For all issues regarding customer service, the following hierarchy shall be followed for an information resolution: For technological issues, contact the Chief Information Officer. Safety and security concerns shall be reported to the Chief of Police. Issues related to campus cleanliness, sanitation, functionality shall be reported to the Facilities Director. If the situation remains unresolved, the students shall contact the Senior Vice President of Infrastructure Management. 

Division of Business Affairs 

The Student Accounts Director is the primary contact for student fees, payment plans, refund checks, etc. Subsequently, the Vice President of Business Affairs shall be consulted. 

Division of Enrollment Management and Student Development 

Any student concerns regarding Housing and Residence Life shall be reported to the Director of Housing and Residence Life. Financial Aid related matters (to include eligibility) shall be directed to the Director of Financial Aid. Ultimately, the Vice-President of Enrollment Management and Student Development shall be contacted to address any concerns therein. 

Division of Intercollegiate Athletics and Community Wellness 

All students who access athletics offices and facilities (to include the fitness center), as well as those members of sporting or performance teams, shall report concerns to the Athletic Director, following by the Vice President of Intercollegiate Athletics and Community Wellness. 

Office of Student Affairs 

The following offices are led by their respective directors, Workforce Development and Training, Student Engagement, Student Experience, University College, and Office of Wellness and Student Services. Any challenges shall be addressed to the Directors, then the Dean of Undergraduate Students. Following the Dean of Undergraduate Students, the Vice President of Student Enrollment and Development shall be consulted. Beyond the indicated offices, the Dean of Undergraduate Students is the primary contact for student-specific challenges. The Dean of Undergraduate Students will address the students’ needs accordingly. This includes concerns about student health services provided by Capital Area 

Health Network. 

Once resolved, the student may appeal the resolution to the Vice President of Enrollment Management and Student Development. If a resolution is not reached, the student is encouraged to send a complaint using the form 

https://www.vuu.edu/student-complaint-form---how-do-i-make-a-complaint or send an email to grievance@vuu.edu. 

Formal Complaint and Grievance Process and Procedures 

Step 1: Formal Complaint 

This written letter of grievance or complaint must include the name and contact information of the student filing the complaint, a detailed description of the circumstances, including who is involved, and the current status of the situation of concern. It is necessary to demonstrate how the student has already attempted to resolve the concern, including a description of the steps taken to follow the procedure as defined in Step 1. 

Step 2: Formal Resolution 

  • The Dean of Undergraduate Students will investigate the complaint and refer the findings to the Grievance Committee. Complaints may be referred to the appropriate college/division for additional investigation and a proposed resolution. Formal complaints will be investigated within seven (7) workdays. The Dean of Undergraduate Students will advise the complainant within the seven (7) day period if additional time is needed for resolution. 

Step 3: Decision 

If the resolution occurs to the student’s satisfaction and guilt is assessed, then 

the Committee will render sanctions. 

Step 4: Appeal 

  • If resolution does not occur to the student’s satisfaction at Step 3, the student must submit an appeal to the Vice President of Student Development and Success within five (5) business days following the date the proposed resolution was presented. The Vice President of Enrollment Management and Student Development may request additional information from involved parties. The Vice President will issue a written response to the appeal within 14 days. The appeal response will be distributed to the complainant and the affected department or individuals. The appeal response by the Vice President is final. 

Certain complaints are not covered by this process. For information regarding grade appeals please refer to the Office of Academic Affairs. For information regarding Sexual Misconduct, please see the Sexual Misconduct Policy and Procedures and refer to https://www.vuu.edu/about-union/administration/human-resources/title-ix 

The Office of Student Experience serves as an innovative resource for students to discuss their campus life experience and provide interventions that aim to ensure a high-quality student experience. Operating a centralized call center, this office is also positioned to receive and respond to both informal and formal student complaints and/or issues. 

SPECIAL NOTE: Sometimes, students find they are particularly pleased with how something has been handled for them, how they were assisted by a particular staff member, the positive experience they had in a specific class, or some other outstanding occurrence that happened to them at VUU. As a student, you should know that the same “Input Form” that is used to lodge a concern can also be used to provide a written compliment or note of appreciation. In this case, the process for submitting the form is the same as for filing a formal complaint.