Student Complaints Procedure

Summary of Procedure

There are three internal stages that a student must follow when bringing a complaint. Unless they have a good reason for not doing so, the student should start at Stage One and follow the stages in accordance with the sequence set out below:

  • Stage One:  Consideration by the Program Director
  • Stage Two:  Consideration by the Associate Dean
  • Stage Three:  Consideration by the Student Complaints Committee

Stage One: Consideration by Program Director

Overview

A complaint should be raised as soon as possible after the problem arises. Vedere Institute will not normally consider complaints that are made more than one month after the problem originally arose.

The complaint should be made in writing to the Program Director and should include the following:

  1. A description of what has happened to give rise to the complaint, including dates, times, and all other relevant details.
  2. Details of how the student has suffered as a result.
  3. The names of any witnesses who can corroborate the complaint if appropriate.
  4. Copies (not originals) of any documentary evidence the student wishes to be taken into consideration.
  5. Details of the steps which have been taken so far to resolve the complaint.
  6. An explanation as to why the student is dissatisfied with the previous attempts to resolve the complaint.
  7. An outline of what action the student would like to be taken, or what remedy he or she is seeking.

The Program Director will consider the complaint and take one of the following actions:

  1. Dismiss the complaint.
  2. Attempt to resolve the matter informally where appropriate.
  3. Nominate themselves or an appropriate member of staff to commence an investigation if required.
  4. Refer the case (or any part of it), if it is considered serious, directly to the Associate Dean at Stage Two.

The investigator will advise the student either orally, or in writing, of the outcome of the completion of the informal investigation.

If the student is dissatisfied with the outcome of the informal stage of the process, he or she may consider whether to raise the matter formally under Stage Two of this procedure.

Except in cases where the complaint is considered serious as determined by the Program Director, the complaint will initially be considered and, where possible, be resolved locally under Stage One.

Investigation

The member of staff nominated as the investigator may seek further clarification about the background circumstances from the student or any other students or members of staff involved. The student should give full and prompt assistance if asked to provide further details about their complaint.

The investigator will write an investigation report on the case and will provide copies of the report by email to the student and will invite him or her to respond to the findings of the report. The student should email their response within 5 working days and should set out in full any objections they may have to the Investigator’s findings.

Upon receipt of the student’s response, or if no response is received by the deadline, the Investigator will then provide the Program Director with the full investigation report, including any comments made by the student. 

The Program Director will review the report and may take one of the following actions:

  1. Dismiss the complaint.
  2. Determine the appropriate resolution if a resolution has not already been reached.
  3. Refer the case (or any part of it), if it is considered serious, to the Associate Dean at Stage Two.

Once the Program Director has determined the appropriate action, they will write to the student to confirm the details of the decision, the reasons for it, and what the student can do next.

Stage Two: Consideration by the Associate Dean

Overview

If the Program Director considers it appropriate to do so they will refer the case to the Associate Dean at Stage Two. This would normally occur in complaints that are unable to be resolved at Stage One or deemed to be serious by the Program Director.

If the student is dissatisfied with the decision made at Stage One, they may request that the Associate Dean review the case at Stage Two. A student may not request a review of the decision until the internal procedures have been completed.

The primary purpose of Stage Two is for the Associate Dean to determine if the outcome or recommendation from Stage One is fair and/or appropriate by reviewing the investigation report, including the comments from the student.

Consideration

If the Program Director has raised the case to Stage Two, they will provide the Associate Dean with the investigation report, including the student’s comments.

If the student has requested that their case be reviewed at Stage Two, they should write a statement to the Associate Dean and explain why they are dissatisfied with the decision. 

The Associate Dean may take one of the following actions:

  1. Dismiss the complaint.
  2. Uphold the action of the Program Director at Stage One.
  3. Determine an alternative resolution if it is deemed appropriate to do so.
  4. Refer the case to a Student Complaints Committee. This recommendation should only be made if the case is considered serious.

In making this decision, the Associate Dean will not take into account information or documents which are not available to the student.

The Associate Dean will write to the student to confirm the details of the case and the decision, including the reasons for it and what the student can do next. The Associate Dean may also communicate details of the decision to the person making the allegation.

Stage Three: Consideration by the Student Complaints Committee

Overview

If the Associate Dean considers that it is appropriate to do so, they will refer the case to the Student Complaints Committee. This would normally only occur in a case deemed to be exceptionally serious.

The primary purpose of the Student Complaints Committee is to review the severity of the case and determine the most appropriate action to take. The Student Complaints Committee will comprise the President & CEO and two faculty members of Vedere Institute.

Unresolved Complaints 

If the dispute remains unresolved after evaluation by the Student Complaints Committee, the student should address his or her concerns by directing them to the Commission for Independent Education, Florida Department of Education, 325 W. Gaines Street, Suite 1414 | Tallahassee, FL 32399-0400 | 850-245-3200 | www.fldoe.org/cie