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Student Consumer Complaint Process

On July 1, 2011, the “Program Integrity Rule” amendment of Title IV of the Higher Education Act took effect. One of the requirements of the Program Integrity Rule is that each college or university authorized to offer postsecondary education in one or more States ensure access to a complaint process that will permit student consumers to address the following:

  • alleged violations of State consumer protection laws that include but are not limited to fraud and false advertising;
  • alleged violations of State laws or rules relating to the licensure of postsecondary institutions; and
  • complaints relating to the quality of education or other State or accreditation requirements.


Ursuline College is committed to full compliance with the Program Integrity Rule, and provides the following information about our accreditation and complaint processes to all current and/or prospective students.

Student Complaint Policy

Student complaints are always considered seriously and are usually handled in either the Office of the Vice President for Academic Affairs or the Office of the Vice President for Enrollment Management and Student Services. Students should begin with the appropriate offices for the departments or programs in which they are enrolled. For concerns related to the College as a whole or for concerns that cannot be resolved at the program level, personnel in the offices listed below can address and resolve most if not all of the questions and concerns student consumers may have:

Office of the Vice President for Academic Affairs 

Most grievances lodged by students are academic in nature. Academic complaints such as an unfair or inaccurate evaluation of student work, academic warning, probation, and dismissals actions; assessment of satisfactory academic progress; or unfair, inconsistent, or inequitable treatment in an academic program are therefore addressed through the Academic Policies and Procedures for undergraduate students (found here) or graduate students (found here).

Office of the Vice President for Enrollment Management and Student Services

Complaints related to admissions eligibility and processes or student services should be directed to the Vice President for Enrollment Management and Student Services (contact information here). 

Director of Compliance/Title IX Coordinator

Complaints of harassment or discrimination, based on a Protected Class (e.g., race, sex, disability, or other protected classes), should be reported to the Director of Compliance/Title IX Coordinator, in accordance with the Harassment and Discrimination Policy, which is located here. Complaints based on sexual misconduct, including sexual assault, domestic and dating violence, and stalking, should also be reported to the Director of Compliance/Title IX Coordinator, in accordance with the College’s Interim Policy on Sexual Misconduct, which is located here.

Office of Financial Aid

Complaints related to Federal and institutional student loans, grants, or work study should be directed to the Office of Financial Aid (contact information here).

It is expected that students will fully utilize the College’s administrative policies and procedures to address concerns or complaints in as timely a manner as possible. On occasion, however, a student may believe that these administrative procedures have not adequately addressed concerns identified under the Program Integrity Rule. In those select cases, the following independent resources are available to the student:

  • The Ohio Board of Regents (OBR) is responsible for responding to formal complaints against public, independent non-profit, and proprietary institutions of higher education in Ohio. While the Board of Regents has limited authority over colleges and universities, and cannot offer legal advice or initiate civil court cases, OBR staff will review submitted complaints and work with student complainants and institutions. Information regarding the OBR complaint process, including the required form and information, can be found on its website.
  • The Higher Learning Commission (HLC) is an independent body responsible for the accreditation of programs offered by Ursuline College. The HLC receives complaints from students or other parties. When a complaint raises issues regarding an institution’s ability to meet accreditation criteria, the HLC will forward a copy of the complaint to the institution and request a formal response. Instructions for filing a complaint with the Commission are available on its website.

State Contact Information for Filing Complaints

Pursuant to 34 CFR § 668.43(b) (Code of Federal Regulations), an institution of higher education must “provide students . . . with contact information for filing complaints with its accreditor and with its State approval or licensing entity and any other relevant State official or agency that would appropriately handle the student’s complaint.” If you reside in a state outside Ohio and are enrolled in online classes at Ursuline College and have a complaint, you should contact your state agency.  Information about the complaint process and contact information for the fifty states is provided here.