Complaint Policy

Franciscan Missionaries of Our Lady University supports student achievement through its academic, administrative and student affairs divisions. The University encourages students, faculty, staff, and all other stakeholders to share their reasonable concerns to help the University continuously improve.

There are multiple ways concerns can be communicated and addressed:

Day to Day Issues: University administrators, faculty members, and staff are receptive to suggestions received from stakeholders and are attentive to individual concerns. Our objective is to address daily issues and resolve problems promptly and efficiently. Day-to-day issues should be discussed with those involved.

Referred, Actionable Issues: Sometimes, there are matters that are more complex than routine, day-to-day issues. These concerns do not have simple solutions but are not significant enough to rise to the level of a complaint. The University welcomes these types of concerns as feedback to help it improve.

Complaints: The majority of issues/concerns (day-to-day issues and referred actionable issues) can be addressed and resolved through direct communication between the parties involved. If a satisfactory resolution is not achieved, stakeholders may escalate the matter by submitting a written complaint. Complaints may be submitted to complaints@franu.edu.

Upon receipt of a complaint or concern, the appropriate University administrator will:

• Acknowledge receipt of the complaint;
• Initiate an inquiry or investigation into the complaint;
• File all material related to the complaint with the Assistant Provost in the Office of Academic Affairs.

Note: Anonymous complaints will not be processed.

Students should refer to the Student Handbook for written complaint guidelines.