Student Complaints Procedure

Last Revision Date: August 1, 2026

Related Policy: Student Complaints

Responsible Officials: Provost and Vice President of Teaching, Learning, and Student Success and Vice President of Student Experience

I. Definitions for the Purpose of this Procedure

“Academic Appeals Committee” refers to a hearing panel to whom students may appeal final class grades as described under this procedure. The Provost will appoint a designee to chair the academic appeals committee, which will be composed of two representatives from the student body and two faculty.
“Assignment Grade” refers to the grade on a class assignment as assigned by the instructor.
“College Business Days” refers to Monday through Friday and does not include weekends, holidays, scheduled breaks, or other days the College is closed.
“Final Class Grade” refers to the final grade assigned by the instructor and entered on the student’s transcript.
“Final Class Grade Complaint” refers to any complaint directly relevant to the final grade assigned in a class due to extenuating circumstances or inconsistent standards applied to the student.
“Formal Complaint” refers to the formal complaint initiated by a student following the steps outlined in this policy and procedure.
“Grievance” refers to a formal complaint related to a Final Class Grade, which has progressed to the level of review by the Student Final Class Grade Grievance Committee.
“Informal Complaint Process” refers to written communication and initial meetings, outside of class time, between the parties directly involved in a grade or non-grade issue (as described in this policy and procedure) where there is a good faith effort to resolve the issue prior to the filing of a formal complaint.
“Non-Grade Complaint” refers to any complaint not directly related to the assigning of a final class grade.
“Preponderance of Evidence” refers to evidence that is of greater weight or more convincing than the evidence to the contrary; evidence which shows that something is more likely than not to be true or 50.1% likely to have occurred.
“President’s Council” member refers to a member of the President’s Executive Leadership team, which includes the President, the Chief of Staff to the President; the Chief Financial Officer and Vice President (VP) for Finance and Administration; the Provost and VP for Teaching, Learning, and Student Success; the VP for Student Experience; the VP for Talent and Culture; the Chief Foresight and Decision Support Officer, and the Executive Director for Development and the FCC Foundation
“Responding Party” refers to the person or office against whom a complaint is directed.
“Student” refers to an individual who is registered at the College, either full or part-time, in a credit or continuing education class or classes, who has either paid or made arrangement for payment of tuition and/or fees.
“Support Person” refers to a person chosen to accompany and assist a student or faculty member through an appeal hearing before the Academic Appeals Committee or during the non-grade complaint process. The Support Person is a non-participant who is present to assist the student or faculty member by taking notes or providing nonverbal emotional support and reassurance. They are not permitted to speak as part of the hearing process. Accommodations for people who require verbal support and reassurance can be requested through Disabilities Access Services.

II. Procedure

A. Student Complaints

Any student who wishes to file a complaint should contact the Office of the VP for Student Experience. A representative from this office will guide the student through the processes described below. Students are encouraged to review the full procedures below to ensure they meet the established timelines and avoid delays in their academic progress.

B. Assignment Grade Complaints

Eligible Assignments

Only assignments that are worth at least 10% of the final course grade may be addressed through this procedure. All assignment grade concerns should follow the process listed below. Deviations from this process will delay the resolution of the complaint. Complaints associated with a final class grade should follow the process described for Final Grade Complaints.
Informal Complaint Process

Students are expected to work informally with the instructor to resolve assignment grade complaints. The student must initiate an informal resolution process within five (5) College business days of receiving their assignment grade. If the attempt at an informal resolution is not successful, or the instructor does not respond within five (5) College business days, students may initiate the formal complaint process.
Formal Complaint Process

Following an unsuccessful attempt to resolve an assignment grade complaint through the informal process, a student may initiate a formal complaint process using the procedure outlined below. The process must be initiated within five (5) College business days of the unsuccessful resolution. Assignment grade complaints will not be reviewed more than 15 College business days after the grade is rendered.
1. A student wishing to resolve an assignment grade complaint must submit the Student Grade Appeal Form. Submitting this form will document the complaint and notify the instructor, the supervisor as identified in the syllabus, and the Office of the VP for Student Experience. The Office of the VP for Student Experience will assist the student with the process moving forward.
2. The supervisor will work with the student and the instructor to achieve a resolution. The supervisor will act as a facilitator to document the complaint, the evidence, and the process, but will not act to change the grade assigned by the instructor. The student may not appeal an assignment grade beyond this formal complaint process. However, the student may appeal their final class grade using the Final Grade Complaints procedure.

C. Final Grade Complaints

All final class grade concerns must follow the process listed below. Deviations from this process will delay resolution of the complaint. Complaints associated with an assignment grade should follow the process for Assignment Grade Complaints. Complaints associated with a final grade resulting from a violation of academic integrity will automatically trigger the Academic Appeals Committee.

Informal Complaint Process

Students are expected to work informally with the instructor to resolve grade complaints. The student must make every effort to initiate an informal resolution process within 30 College business days of receiving their final grade. If the attempt at an informal resolution is not successful, or the instructor does not respond within 5 College business days, students may initiate the formal complaint process.
Formal Complaint Process

Following an unsuccessful attempt to resolve the grade-based complaint through the informal process, a student may initiate a formal complaint process using the procedure outlined below. The process must be initiated within 30 College business days of the unsuccessful resolution. Complaints will not be reviewed more than 65 College business days after the grade is rendered.
1. A student wishing to resolve a grade-based complaint for a final grade must submit the Student Grade Appeal Form. Submitting this form will document the complaint and notify the instructor, the supervisor, and the Office of the VP for Student Experience. The Office of the VP for Student Experience will assist the student with the process moving forward.
2. The supervisor will work with the student and the instructor to achieve a resolution. This step in the process may result in the instructor opting to change the grade. Per College policy, the supervisor will not unilaterally change a grade assigned by an instructor.
3. If the student, instructor, and supervisor cannot resolve the grade complaint at this time, and the student wishes to pursue an appeal, the student will submit the original formal complaint to the Office of the Provost for Teaching, Learning, and Student Success, who will convene the Academic Appeals Committee.
Appeal to Academic Appeals Committee
1. The Provost and Vice President for Teaching, Learning, and Student Success or designee will set a date for an appeal hearing with the Academic Appeals Committee within 10 College business days of receiving the student’s appeal request. The Academic Appeals Committee will be comprised of faculty, staff, and students who have completed training on restorative practices. The student will be notified of the date for the hearing, which will be conducted within 20 College business days of receiving the appeal request.
2. The appeal hearing shall be closed to the public and will be recorded. Transcriptions will be made available only if accommodations are required.
3. The student and the instructor shall attend the appeal hearing. Parties can attend remotely with the approval of the chair of the Academic Appeals Committee.
4. Representation by legal counsel is not allowed in the appeal hearing. However, the student or instructor may have a Support Person of their choice.
5. Appeal hearings before the Academic Appeals Committee shall not be subject to the formal rules of evidence. The Academic Appeals Committee will make its own determination by a preponderance of the evidence. In all cases, the hearing shall be conducted in a fair and impartial manner. Appeal hearings are not disciplinary actions against faculty or students, and results are kept confidential.
6. The Academic Appeals Committee will either affirm or reject the grade appeal of the student and inform the student and the responding party in writing within five (5) College business days of the appeal hearing. The decision of the Academic Appeals Committee shall be final.

D. Non-Grade Complaints

Students wishing to file a complaint for an assignment or final class grade should follow the procedures for assignment or final grade complaints.

Informal Resolution
1. Students should attempt to resolve non-grade issues informally with the College employee or affiliate in question. After attempting unsuccessfully to resolve a non-grade issue informally with a College employee, the student should attempt to resolve the issue with the College employee’s supervisor. If a student does not know the employee's supervisor, the student may contact the Associate Vice President for Student Engagement and Wellness.
2. If the attempt at resolution is unsuccessful, the student may initiate the formal complaint process.
Formal Complaint Process
1. A student who wishes to file a formal non-grade complaint must complete the Student Non-Grade Complaint Form within ten (10) College business days of the unsuccessful informal resolution.
2. The Office of the Vice President for Student Experience will refer the Student Non-Grade Complaint Form to the supervisor and President’s Council member of the employee/office or affiliate which is the responding party in the complaint. Within ten (10) College business days, the supervisor will establish a timeline for an investigation.
3. The supervisor will investigate the complaint. The complainant and responding party should be interviewed as part of this process. The supervisor will respond to the student using the secure form system, providing copies to the President’s Council member and Office of the Vice President for Student Experience, as well as the responding party. The supervisor will notify the student, President’s Council member, and responding party of the resolution as appropriate and as allowable by law.
Appeal to the responsible President’s Council member
1. A student may appeal the response of the supervisor if the student does not agree with the outcomes of the formal complaint process. The appeal must be requested by using the Student Non-Grade Complaint Form again, this time by checking the box on the form requesting an appeal of the supervisor’s response from an original complaint.
2. The Student Non-Grade Complaint Form requesting an appeal must be submitted within ten (10) College business days of the supervisor’s response.
3. The Office of the Vice President for Student Experience will refer the appeal request to the appropriate member. That member will respond to the student’s request for an appeal within ten (10) College business days of the date of the request for an appeal. The student will be contacted if more time is needed to investigate the complaint.
4. Once the appeal decision is made, the responsible President’s Council member will notify the Office of the Vice President for Student Experience of the decision. This action will be final and all parties will be notified in writing of the decision.