West Virginia State University is committed to providing students with a fair and accessible process for addressing concerns and complaints. Students are encouraged to seek resolution at the lowest possible level before pursuing a formal complaint.
Step 1: Submit a Student Concern Form
To begin the complaint process, students should complete the Student Concern Form. This form collects general information regarding the concern or complaint.
Upon receipt of the form, the Director of the Office Student Success will acknowledge receipt and schedule a meeting with the student.
Step 2: Meet with the Director of Student Success
During this meeting, the Director of Student Success will discuss the concern and help determine appropriate next steps.
- If the student needs academic support or assistance navigating university resources, they will be referred to the appropriate services.
- If additional action is needed, the student will be encouraged to follow the Informal Complaint Process before pursuing a formal complaint.
Step 3: Informal Complaint Process
Students should first attempt to resolve concerns directly with the faculty member, staff member, or office involved.
If the concern is not resolved or a response is not received in a timely manner, the student should contact the appropriate Department Chair or Supervisor to seek resolution. The Director of Student Success will provide contact information as needed.
Step 4: Formal Complaint Process
If the student remains dissatisfied after completing the Informal Complaint Process, or if the nature of the concern makes the student uncomfortable addressing the issue directly with the faculty member, staff member, Chair, or Supervisor, the student may submit a Formal Complaint Form.
Formal Complaint Forms should be submitted to the Director of Student Success, who will acknowledge receipt of the complaint.
Step 5: Complaint Review and Referral
Upon receipt of a Formal Complaint, the complaint will be referred to the appropriate University official responsible for the individual or department named in the complaint.
- Academic-related complaints will be referred to the Associate Provost.
- Non-academic complaints will be referred to the Assistant Vice President for Student Affairs.
Step 6: Escalation of Complaint
If necessary, the Associate Provost or Assistant Vice President for Student Affairs may escalate the complaint to the appropriate Vice President for further review.
Step 7: Resolution
A complaint is considered resolved when the appropriate University official issues a written resolution, regardless of whether the outcome is in the student’s favor.
The Director of Student Success maintains the University’s centralized record of student complaints. All complaints submitted through the online complaint process are recorded and tracked to ensure appropriate follow-up and resolution.
Important Information
The Student Complaint Process is intended to address concerns involving University services, processes, faculty, or staff. Online students have an additional appeals step if the preceding steps do not result in a satisfactory resolution. Online students may appeal to the WV SARA Portal Entity for a final appeal Students may appeal SARA course complaint decisions to the Higher Education Policy Commission as the SARA Portal Entity.
The SARA appeal process at WV HEPC Is defined in full at the Higher Education Policy Commission as the SARA Portal Entity
The following matters are governed by separate University procedures and are not addressed through this process:
- Grade appeals
- Sexual harassment complaints
- Student conduct matters
- Student-to-student complaints
- Other matters covered under specific University policies
Students should consult the Student Handbook or contact the appropriate University office for guidance regarding these matters.