Students, faculty, staff and members of the public may submit a complaint about an HLC-accredited or candidate institution. HLC accredits degree-granting post-secondary educational institutions in a 19-state region.

Complaint Process

The complaint process is designed to identify substantive problems with an institution’s ability to meet the Criteria for Accreditation. HLC’s policy on complaints provides a full description of the type of complaints that HLC will review.

The HLC complaint process:

• Is deliberative and judgment-based.
• Recognizes the value of information provided by the public.
• Helps institutions gain awareness of systemic problems and improve.
• Directs complainants to appropriate processes for grievances if the matter is not a substantive accreditation problem.

Complaints can be submitted using the form below. HLC’s process for reviewing and responding to a complaint is as follows:

1. HLC will acknowledge a complaint within 30 working days of receipt.
2. If HLC determines a complaint warrants further consideration, it will forward the complaint to an institution for a response.
3. The institution has 30 days to respond.
4. HLC will review the information provided by the institution within 30 days and make a decision regarding the complaint, including what further follow-up may be appropriate.
5. HLC will notify the complainant whether the matter has been closed or if additional actions will be required.

Note: Once a complainant has been notified that further consideration is warranted, HLC will address the complaint from that point forward according to established policies and procedures as appropriate. In general, a complainant will not directly receive further information from HLC about the status of a complaint.

Complaints HLC Does Not Review

The complaint process is intended to pursue only those matters that suggest substantive noncompliance with the Criteria. HLC expects individuals who have a dispute to use the internal grievance procedures of the institution or other processes if applicable. HLC will not consider a complaint until any applicable institutional grievance processes have been completed. HLC does not review the outcomes of institutional grievance processes to either uphold or overturn those decisions. In no case will the HLC complaint process be used to provide a specific institutional remedy to a complainant. HLC does not intervene in matters of an individual nature, including, but not limited to, the following:

• Obtaining transcripts
• Financial aid
• Tuition/bills
• Satisfactory academic progress
• Grade/instructor disputes
• Disciplinary action
• Employment disputes
• Interpersonal situations

Additionally, HLC does not:

• Accept complaints from third parties (the person submitting the complaint must be a party to the complaint)
• Provide whistleblower protections (protection against retaliation)
• Review criminal matters
• Provide advice, including regarding legal matters
• Review matters older than two years
• Accept anonymous/confidential complaints

Additional Resources for Complainants

HLC requires complainants to complete internal institutional grievance processes.

For discrimination matters, complainants should contact the U.S. Department of Education Office for Civil Rights.

For matters related to federal student loans or loan servicers, complainants should contact the Federal Student Aid Ombudsman Group.

Additionally, state higher education authorities will accept complaints for certain matters. Consumer complaints may be directed to state attorneys general.

Complainants should contact law enforcement for criminal matters.

Complainants should contact an attorney for legal matters.