Northwood places high importance on obtaining feedback from students and responding to areas of concern in a timely manner. Complaints are addressed informally and formally.   Each campus /program area has a process for collecting, analyzing and addressing formal student complaints.  Formal complaints must be in writing.  Northwood logs complaints and ensures timely tracking of response(s) and outcomes for each.  The university regularly reviews complaints to determine potential systemic issues/themes and identify opportunities for improvement.   Northwood communicates the process through a variety of means including student orientation and Student Handbooks.  Students with a formal complaint or wishing to learn more about the complaint process should contact the respective Campus President at the Residential Campuses or the respective Deans of the DeVos Graduate School of Management, Adult Degree Program, or International Programs.

Recent amendments to the Higher Education Act of 1965 include changes in regulations for State Authorization that may impact online, distance, and correspondence education providers.  In compliance with the language passed in the Higher Education Opportunities Act of 2008, the U.S. Department of Education (USDOE) determined that institutions offering distance education must provide enrolled and prospective students with contact information for filing complaints with its accrediting agency and with the appropriate state agency for handling complaints in the student's state.

Students are encouraged to utilize the institution’s internal complaint procedures prior to filing a complaint with the state agency or agencies.  The regulations require states to provide the opportunity for students to lodge the following types of complaints:

  • Allegations of state consumer protection violations, including, but not limited to fraud and false advertising.
  • Allegations that state laws or rules addressing the licensure of postsecondary institutions have been violated.
  • Allegations regarding the quality of education or other accreditation requirements.
StateState Agency/Resources
Alaska http://acpe.alaska.gov/EDUCATORSCHOOL/Postsecondary_Institutions/Consumer_Protection
Arizona https://ppse.az.gov/complaint
California www.bppe.ca.gov/enforcement/complaint.shtml
Colorado http://highered.colorado.gov/Academics/Complaints/default.html
Connecticut For degree granting institutions, students should contact the Office of Financial and Academic Affairs for Higher Education at 860‐947‐1822 for specific instructions.
Delaware The Delaware Department of Education will investigate complaints. Such complaints must be in writing and verified by the signature of the person making the complaint. Oral, anonymous or unsigned complaints will not be investigated. Until the web site is functional, please write or call for more information. The Delaware Department of Education; Teacher and Administrator Quality; John W. Collette Resource Center; 35 Commerce Way; Dover, DE 19904. The Delaware Department of Education phone number is 302‐857‐3388.
District of Columbia  http://osse.dc.gov/service/education-licensure-commission-elc-public-complaints
Florida http://www.fldoe.org/cie/complaint.asp
Georgia http://www.gnpec.org/MainMenu.asp
Hawaii http://cca.hawaii.gov/hpeap/student-complaint-process/
Idaho http://www.boardofed.idaho.gov/priv_col_univ/student_complaint.asp
Illinois

Institutional Complaint Hotline: (217) 557‐7359. The Board receives general information email at info@ibhe.org. Students seeking to register a complaint about an institution are required to submit the complaint in writing. Complaint processing as relates to maintenance of

institutional approvals is described in 23 Illinois Administrative Rules Sections 1030.70 and 1030.80.

Indiana http://www.in.gov/che/2744.htm
Kansas http://www.kansasregents.org/private_postsecondary_complaint_process
Kentucky http://cpe.ky.gov/forstudents/consumercomplaints
Louisiana For the academic degree‐granting institutions, Louisiana relies on the Consumer Affairs Division of the Attorney General’s Office at 225‐326‐6200. http://www.ag.state.la.us/article.aspx?articleID=36&catID=15
Maine

Complaints shall be addressed in writing to the Maine Department of Education, Office of

Higher Education, 23 State House Station Augusta, Maine, 04333, with specific facts and allegations and signed by the complainant. The school shall be notified of any complaints which are to be investigated.

Massachusetts http://www.mass.edu/forstudents/complaints/complaintprocess.asp
Michigan

The Michigan Department of Licensing & Regulatory Affairs addresses complaints involving

proprietary schools in Michigan – Please see web site at:

http://www.michiganps.net/complaint.aspx

Complaints involving public university consumer protection violations may be directed to: Office of the Attorney General of the State of

Michigan; Consumer Protection Division; P.O. Box 30213; Lansing, MI 48909‐7713.

Please see web site at: http://michigan.gov/ag/0,1607,7‐164‐1773‐42077‐‐,00.html

Mississippi http://www.mississippi.edu/mcca/downloads/studentcomplaintform.pdf
Missouri http://dhe.mo.gov/contactus.php
Montana http://mus.edu/MUS-statement-of-complaint-process.asp
Nebraska

The policies regarding student complaints are listed on our website with a notation that they are not final. The Coordinating Commission for Postsecondary Education (CCPE) intends to have a section on the website that walks students through the process; in the meanwhile, please call our office at 402‐471‐0030. Please note that institutions offering courses or programs that are exclusively online are not required to seek authorization from CCPE. If students have complaints about such institutions, we refer them to the home state of the institution or the Nebraska Attorney General’s Consumer Protection Division at:

http://www.ago.ne.gov/consumer_protection

Nevada http://www.cpe.state.nv.us/CPE%20Complaint%20Info.htm
New Hampshire http://www.education.nh.gov/highered/compliance-allegation.htm
New Jersey

Office of the Secretary of Higher Education
20 West State Street
4th Floor, P.O. Box 542
Trenton, NJ 08625-0542          

New Mexico http://www.hed.state.nm.us/institutions/complaints.aspx
New York http://www.highered.nysed.gov/ocue/spr/COMPLAINTFORMINFO.html
North Carolina http://www.northcarolina.edu/aa_planning/licensure/resources.htm
North Dakota https://www.ndus.edu/system/state-authorization/
Ohio The agency does receive student complaints. Students are encouraged to try to resolve their issue through their institution’s formal grievance procedures. If the student’s issue is not resolved through this process, the Ohio Board of Regents may then contact the institution on the student’s behalf and request that institution work with the student to resolve the issue. If the grievance involves an issue that violates the agency’s standards for authorization, the agency would contact the institution to determine the severity of the issue and what agency action would be taken. Please call the Ohio Board of Regents at 614‐387‐1215 for more information.
Oklahoma http://www.okhighered.org/current-college-students/complaints.shtml
Oregon All complaints about schools under our regulatory jurisdiction or an exempt status approved by this office are handled by Office of Degree Authorization (ODA) staff. Complaints about exempt schools are referred to the Attorney General’s office. Please call ODA for more information at 541‐687‐7478.
Pennsylvania http://www.portal.state.pa.us/portal/server.pt/community/higher_education/8711/complaint_procedure/1004474
Rhode Island http://www.ribghe.org/students.htm
South Carolina http://www.che.sc.gov/Students,FamiliesMilitary/LearningAboutCollege/ConsumerInformation.aspx
South Dakota http://atg.sd.gov/Consumers/HandlingComplaints/ConsumerComplaintForm.aspx
Tennessee http://tn.gov/thec/Divisions/LRA/PostsecondaryAuth/ComplaintForm.pdf
Texas http://www.thecb.state.tx.us/index.cfm?objectid=051F93F5-03D4-9CCE-40FA9F46F2CD3C9D
Utah http://consumerprotection.utah.gov/complaints/index.html
Vermont We encourage you to work directly with your institution to satisfy complaints. In most cases, that is the only appropriate avenue for you to pursue. If you believe you have exhausted avenues listed above and those listed in the attached PDF and have a valid complaint about a violation, you may send it to the Vermont Department of Education in writing at 120 State Street, Montpelier, VT 05620‐2501. All complaints should be specific in describing the nature of the complaint and relevant information: the name of the parties involved, including witnesses, dates, the policy or procedure violated (if known), the course/program, the name of the institution, and complete contact information. In addition, please include any supporting material that substantiates your complaint, including correspondence with the school about the issue.
Virginia http://www.schev.edu/students/studentcomplaint.asp
Washington http://www.wsac.wa.gov/protecting-education-consumers
West Virginia http://wvhepcnew.wvnet.edu/
Wyoming http://edu.wyoming.gov/beyond-the-classroom/school-programs/private-school-licensing/ 

Accreditation Agency
Higher Learning Commission
A Commission of the North Central Association
https://www.ncahlc.org/HLC-Institutions/complaints.html