Student Complaint & Grievance Policy

CCBS provides a process for students to voice complaints and file formal grievances when they are dissatisfied with a college service or policy or an action by a college employee. The process aims to be constructive and positive in resolving differences. The Student Complaints and Grievance Policy covers academic and non-academic matters except in areas where formal policies and procedures take precedence (as stated in the student handbook and academic catalogs).

General Principles:

• Whenever possible and in a timely fashion, students should voice complaints informally with the faculty, staff, or other students involved.
• The appropriate division will handle student complaints and formal grievances as quickly and as fairly as possible.
• Anonymous complaints and grievances will not be addressed formally.
• There will be no adverse effect on or retaliation against a student voicing a complaint or raising a formal grievance in good faith or against any person who in good faith provides information regarding a complaint or formal grievance.
• Written grievances will receive written responses within 30 days and will be kept on file in the appropriate office.

Grievance Distinctions

Academic Matters

If a student has a grievance about a course or faculty member it should be addressed in accordance with the grievance policy. The academic grievance policy is published in the division’s academic catalog. If a student has a grievance about an academic policy or its enforcement, this should be addressed to the Provost.

Academic Matters are items that pertain to a student’s interaction with faculty, academic support staff (including Library and Registrar’s Office), the interpretation of program or course requirements; the interpretation of grades, assessments, or competencies associated with a program or course; any act of plagiarism, cheating, deception, or fraud related to one’s educational program; admission criteria or graduation requirements, and/or other matters deemed related to one’s educational spiritual formation components associated with specific academic programs, or field education/ministry skill development.

Academic Policy Grievance Procedure

A student who wishes to file an academic policy grievance must follow these procedures:

Step 1: Contact the person independently. It is required that the student first contact the person who has made the decision for a full explanation of the policy and how the policy was followed.

Step 2: Contact the Provost. If the student feels the decision needs to be appealed, then a written request must be sent to the Provost. If a properly completed written request is not received by the college within 30 calendar days of the date on which the event that gave rise to the complaint occurs, then the student will forfeit any further right to appeal.

Step 3: Contact the President. If the student feels the Provost’s decision needs to be appealed, then a written request must be sent to the President. If the college does not receive a properly completed written request within 15 calendar days of the date on which the notice in step 2 was sent, then the student will forfeit any further right to appeal. The decision of the President will be final and binding upon all parties.

• Provost
  Email: provost@ccbs.edu
  Phone: (910) 323-5614
  Address: 817 S. McPherson Church Road; Fayetteville, NC 28303
• President
  Email: president@ccbs.edu
  Phone: (910) 323-5614
  Address: 817 S. McPherson Church Road; Fayetteville, NC 28303

Non-Academic Matters

If a student has a grievance about a non-academic matter it should be addressed with the Dean of Students.

Non-Academic Matters pertain to a student’s campus life experience including interaction with Student Life staff and volunteers, and institutional staff (i.e. physical plant, business office, marketing, development, security, etc.); the student’s compliance with defined campus standards as outlined in the catalog or student handbook; the development of community life; errors in financial billing related to a student’s account; the spiritual formation components associated with campus life; and extracurricular activities (i.e. chapel, and/or student-sponsored activities/events). 

Non-Academic Policy Grievance Procedure

A student who wishes to file a non-academic policy grievance must follow these procedures:

Step 1: Contact the person independently. Following the Matthew 18 principle, if a student has a concern about a non-academic matter (e.g., an issue with lighting, grounds, or security) if appropriate, the student should discuss the matter with the individual or office involved. If a student believes Step 1 is untenable or inappropriate given the situation, he or she may proceed to Step 2. After a discussion with the individual or office involved, if the student feels that one of the following reasons applies, Step 2 of this process may be taken:

• The decision rendered was not supported by sufficient evidence.
• The consequence is more severe than called for by the situation.
• A stated college policy has been misapplied.

Step 2: Submit an Appeal. Once a student has addressed the individual or office involved, the student may direct a letter of appeal to the next appropriate individual office. Please see the Vice President for Enrollment and Student Services for the appropriate contact person regarding your appeal.

Step 3: Contact the Student Senate. Student grievances or complaints about the college procedures may be referred to the Student Senate for their consideration. The Student Senate represents all CCBS students and can make a recommendation to the CCBS office involved. If this response still does not resolve the issue, or if the Student Senate is not the appropriate venue for the grievance, the appeal may continue through the following process in order:

• • Dean of Students
    Email: deanofstudents@ccbs.edu
    Phone: (910) 323-5614
    Address: 817 S. McPherson Church Road; Fayetteville, NC 28303
  • President
    Email: president@ccbs.edu
    Phone: (910) 323-5614
    Address: 817 S. McPherson Church Road; Fayetteville, NC 28303

Step 4: If deemed necessary, the student can register a complaint to CCBS’s Board of Directors, and then with one of the entities listed below.

This grievance procedure should not be followed in the case of a disciplinary appeal. Please refer to the appeal process stated in the Student Handbook.

University of North Carolina General Administration Oversight

The Licensure Division of the University of North Carolina General Administration serves as the official state entity to receive complaints concerning post-secondary institutions that are authorized to operate in North Carolina. 

If students are unable to resolve a complaint through the institution’s grievance procedures, they may review the Student Complaint Policy, complete the Student Complaint Form (PDF) located on the State Authorization webpage at https://www.northcarolina.edu/post-secondary-education-complaints, and submit the complaint to studentcomplaint@northcarolina.edu or to the following mailing address:

North Carolina Post-Secondary Education Complaints
c/o Student Complaints
223 S. West Street, Suite 1800
Raleigh, NC 27603

https://www.northcarolina.edu/post-secondary-education-complaints

To file a complaint with the Consumer Protection Division of the North Carolina Department of Justice, please visit The State Attorney General’s web page at: http://www.ncdoj.gov/complaint. North Carolina residents may call (877) 566-7226. Outside of North Carolina, please call (919) 716-6000. En Espanol (919) 716-0058. If you choose to mail a complaint, please use the following address:

Consumer Protection Division
Attorney General’s Office
Mail Service Center 9001
Raleigh, NC 27699-9001

Updated: September 2023