Student Complaint Policy
Your Voice Matters. Grievances Are Taken Seriously.
I AM University is committed to a fair, transparent, and accessible complaint and grievance process. Students have the right to raise concerns without fear of retaliation and to expect a prompt, honest response.
Last Updated: January 2025
Purpose & Scope
Policy Purpose & Scope
This Student Complaint Policy establishes the formal process by which students enrolled at I AM University may raise concerns, lodge formal complaints, and appeal institutional decisions. The policy reflects our commitment to treating all students with fairness, dignity, and respect, and to operating with the transparency and accountability that an educational institution owes to those it serves.
This policy applies to all enrolled and recently enrolled students (within 30 days of program completion or withdrawal) of I AM University. It covers complaints related to:
- Academic matters (grading, assessment, course delivery, instructor conduct)
- Financial matters (billing errors, refund disputes, payment processing issues)
- Enrollment and admissions concerns
- Student services and support deficiencies
- Alleged violations of institutional policies
- Discrimination, harassment, or hostile conduct
- Platform technical issues that have not been resolved through standard support channels
This policy does not supersede any formal disciplinary process, academic integrity process, or legal proceedings in a court of competent jurisdiction.
The Process
Step-by-Step Complaint Process
Stage 1: Informal Resolution
Most concerns can and should be addressed through direct, informal communication before initiating a formal complaint. Students are encouraged to:
- Contact the instructor, advisor, or staff member directly involved in the matter
- Clearly describe the concern, the desired resolution, and any supporting information
- Allow the individual 5 business days to respond before escalating
Timeframe
Allow 5 business days for the informal response. If no response is received or the response is unsatisfactory, proceed to Stage 2.
Stage 2: Formal Written Complaint
If informal resolution does not resolve the issue, students may submit a formal written complaint. The formal complaint must:
- Be submitted in writing via email to support@iamuniversity.us with the subject line "Formal Student Complaint"
- Include the student's full name, contact information, and student ID (if applicable)
- Describe the specific nature of the complaint with relevant dates, names, and details
- State the resolution the student is seeking
- Attach any supporting documentation (emails, receipts, screenshots, assignment feedback, etc.)
- Describe any informal resolution attempts already made
Timeframe
We will acknowledge receipt of a formal complaint within 3 business days. A substantive written response will be provided within 30 calendar days of the complaint submission date. Complex complaints may require additional time; we will notify you of any extension and the reason for it.
Stage 3: Appeal
If a student is unsatisfied with the formal complaint resolution, they may submit a written appeal to institutional leadership.
- Appeals must be submitted within 15 business days of receiving the formal complaint response
- Appeals must be directed to support@iamuniversity.us with the subject line "Complaint Appeal — [Original Complaint Date]"
- The appeal must identify specific grounds for the appeal (e.g., procedural error, new evidence, disproportionate outcome)
- Appeals are not an opportunity to reargue the original complaint without new information or identified procedural deficiencies
Timeframe
Appeal decisions will be issued within 20 business days of appeal receipt. The appeal decision is final at the institutional level.
Stage 4: External Complaint Resources
After exhausting the internal complaint process, students who believe their complaint was not adequately addressed may contact external regulatory bodies or consumer protection agencies. See the External Resources section below for specific contacts.
How Complaints Are Handled
Investigation & Resolution Process
Upon receipt of a formal complaint, the institution will:
- Assign the complaint to an appropriate institutional contact who was not directly involved in the matter being complained about
- Review all submitted documentation and gather additional information as needed from relevant parties
- Provide the responding party (if applicable) an opportunity to respond to the complaint
- Apply institutional policies, enrollment agreements, and applicable law in evaluating the complaint
- Issue a written determination addressing each element of the complaint and identifying any remedial actions to be taken
Complaints will be handled with appropriate confidentiality. Information about the complaint will be shared only on a need-to-know basis. Complaint records are maintained in accordance with our records retention policies.
Non-Retaliation Policy
I AM University strictly prohibits retaliation against any student who files a complaint, participates in a complaint investigation, or appeals an institutional decision.
Retaliation includes any adverse action taken against a student because they exercised their right to use this complaint process, including but not limited to: dismissal or suspension, grade reduction, denial of services, harassment, intimidation, or any other adverse treatment. Retaliation is itself a violation of this policy and will be subject to disciplinary action.
If you believe you have experienced retaliation for filing a complaint, please report it immediately to support@iamuniversity.us.
External Resources
External Complaint Resources
In addition to the internal complaint process, students have the right to contact the following external agencies to file a complaint or seek consumer protection assistance:
State Attorney General's Office
Most state Attorneys General operate consumer protection divisions that handle complaints against educational institutions. Contact your state's AG office for information on filing a complaint.
Search '[Your State] Attorney General Consumer Protection' to find your state's office.
State Higher Education Agency
Many states have a higher education commission, board, or agency that regulates educational institutions. Students may contact their state's higher education regulatory agency to inquire about filing a complaint.
Search '[Your State] higher education regulatory agency' to find your state's office.
Federal Trade Commission (FTC)
The FTC enforces federal consumer protection laws, including those related to unfair or deceptive practices by educational institutions. Complaints can be filed at reportfraud.ftc.gov.
Report fraud at reportfraud.ftc.gov
Consumer Financial Protection Bureau (CFPB)
For complaints related to private student loans, payment processing, or financial practices, the CFPB may be an appropriate resource. Visit consumerfinance.gov/complaint.
Submit a complaint at consumerfinance.gov/complaint
Submit a Complaint or Ask Questions
To initiate the complaint process or ask questions about your rights as a student, contact our student services team:
Student Services — Complaint & Grievance Office
When emailing a formal complaint, use subject line: "Formal Student Complaint — [Your Name] — [Date]"