COMPLAINT / CLAIMS POLICY
This policy applies to any person enrolled in full-time or part-time courses with
the institution.
All staff members have the responsibility to:
• Receive complaints;
• Treat them seriously;
• Deal with them quickly and courteously;
• According to the procedure established below
All members of the management team have the responsibility to resolve a
complaint where possible and lead or contribute to an investigation of a
complaint when this is deemed appropriate.
Theological International University will respond to any dissatisfaction with your
services fairly and quickly:
• An initial response will be provided within 10 business days;
• A more detailed response will be made if applicable;
• You may be offered a meeting with the parties involved, if applicable;
• You can appeal to the principal if you are not satisfied with the result.
Anyone who is not satisfied with the level of service provided by Theological International
University should feel able to approach the relevant staff to address their concern
immediately and directly.
Every effort must be made to resolve complaints informally through a dialogue with the people involved.
Level 1
Concern or dissatisfaction should be raised in the first instance with the person or
area affected as soon as possible and, at most, within six weeks after the incident. This
can be from a student, guardian or other staff member.
The staff member who deals with the complaint must make every reasonable effort to
resolve the complaint quickly at their level.
If a complaint is about a staff member, it should be referred to your Head of Department.
Verbal complaints to the reception and staff in public areas should be referred to the Head
of the Department based on the subject of the complaint.
If the staff member can not resolve the problem, the complaint goes to Level 2.
If the staff member can not resolve the problem, he or she must refer it to the
Management Team Leader, Head of the Department or Head of Academic Administration
for investigation.
Other staff members, including administrators, can participate in the resolution of the
complaint if necessary.
If applicable, a meeting will be offered between the complainant and other parties involved
to reach an agreed resolution.
The staff member who deals with the complaint will investigate and decide:
• Dismiss the complaint as unfounded, giving reasons.
• Propose a friendly solution.
• Defend or partially defend the complaint
• Offer an apology;
• Take the appropriate steps to address the problem;
• And take measures to prevent a similar problem from arising in the future.
If students are unable to resolve a complaint through the institution’s grievance
procedures, they may review the Student Complaint Policy, complete the Student
Complaint Form (PDF) located on the State Authorization webpage at
https://studentcomplaints.northcarolina.edu/form , and submit the complaint to
studentcomplaint@northcarolina.edu or to the following mailing address:
North Carolina Post-Secondary Education Complaints
c/o Student Complaints
University of North Carolina System Office
910 Raleigh Road, Chapel Hill, NC 27515-2688