Student Complaints

What a complaint is

NSBT reasonably considers a student complaint to be any written expression of dissatisfaction that a student submits and asks the institution to address, concerning an act or omission by the institution or by a member of its faculty, staff, or community that the student believes to be unfair; a routine question or an informal concern resolved without invoking this procedure is not a complaint.

The grievance procedure

Any student who believes that he or she has a personal or professional grievance with another member of the NSBT community, other than one that is strictly academic in nature (that is, concerning a grade or other decision by an instructor), or is a matter of sexual harassment (see Sexual harassment below), be it with another student, instructor, staff member, or administrator, should first seek to resolve that grievance directly with the person involved.

If a student is unable to resolve the grievance to his or her satisfaction through such means, the student should reach out in writing to the Office of Student Services at studentservices@nsbt.org, marked for the Academic Dean, concerning the issue. The Dean will seek to resolve the grievance, and may consult with other members of the community, including instructors who might be involved, for the purposes of resolving the issue. If a grievance cannot be resolved through this means, the Academic Dean will bring the issue to the Executive Vice President and/or the Chairperson of the Board of Trustees for resolution. The Board has final authority to review and act on such matters. All such grievances will be documented and included in NSBT’s ongoing reporting to the bodies exercising oversight of the institution.

NSBT resolves a student complaint within a maximum of thirty (30) business days from the date the written complaint is received, and communicates the outcome to the student in writing within that period.

Academic matters and grades

Occasionally, questions concerning earned grades are raised by students. Any student who has questions or concerns regarding an earned grade either on a particular assignment or for a course as a whole, should first contact the instructor assigned to the course within fourteen (14) days of the end of the session in which the course was taken to discuss the matter. The instructor is to respond to any concerns within one (1) week of receiving the initial inquiry. In most cases these conversations are sufficient for resolving the issue. If a student is not satisfied with the instructor’s response or final decision, the student may within thirty (30) days of the end of the session in which the course was taken, appeal the grade to the Academic Dean by writing to the Office of Student Services at studentservices@nsbt.org, marked for the Academic Dean. The Dean will determine in consultation with the student and the instructor if there is a basis for further consideration. In a case where a clerical error was made, an instructor may change a grade with the Office of Student Services without formal process.

Grade replacement is subject to approval by the Academic Dean. When the Academic Dean served as the instructor of record for the course in question, approval authority passes to the Dean of Institutional Effectiveness and Academic Programs and Director of Field Education, and the Executive Vice President serves as the final authority. A concern arising under this policy is raised first with the instructor and the student’s academic advisor, then with the Academic Dean, and finally with the Executive Vice President.

Students who are enrolled in a course being taught by their academic advisor, and who have concerns regarding that particular class, to avoid any potential conflict(s), should forward their concern(s) to the NSBT Academic Dean.

Sexual harassment

Sexual harassment is defined as unwelcome sexual advances, request for sexual favors, and other verbal or physical conduct of a sexual nature. It may take place in a person to person encounter, or online. Harassment of anyone based upon sex, sexual orientation, gender identity, or gender expression is a violation of NSBT policy. Sexual harassment is also illegal under USA federal law. No member of the NSBT community may take action against an individual for reporting sexual harassment. Prompt investigation of allegations will be made on a confidential basis, to the extent possible and consistent with the need to investigate adequately, to ascertain the veracity of complaint, and appropriate corrective action will be taken as necessary. Questions regarding this policy or initiation of a grievance regarding sexual harassment should be directed to the Office of Student Services at studentservices@nsbt.org, marked for the Academic Dean. In a case where the Academic Dean may be compromised, questions or any report should go directly to the Executive Vice President or the Chairperson of the Board of Trustees.

Raising a concern without a complaint

A student is not required to file a formal grievance to raise a concern. Every route is open for that purpose: the instructor, the academic advisor, the Academic Dean, the Office of Student Services, the address and telephone numbers published on the institutional website, and Evening with the Deans, at which any enrolled student may raise any matter directly with the deans. The single address for all student service inquiries is studentservices@nsbt.org.

Beyond the institution

A student who has exhausted this grievance procedure and believes the matter remains unresolved may file a complaint with the Commission for Independent Education, Florida Department of Education, 325 W. Gaines Street, Suite 1414, Tallahassee, FL 32399-0400, telephone 850-245-3200, www.fldoe.org/cie.