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Student Complaint Process

Student Complaint Process

Moody Distance Learning is committed to preparing students for effective and global ministry through quality and experienced instruction, relevant and engaging content, and helpful and meaningful services that enhance and enrich their Moody experience.

Consistent with the mission of recognizing the dignity and worth of every individual, Distance Learning welcomes your opinions and feedback about our policies, programs, and services in order to make changes that contribute to your success, development, and goal attainment. We also are committed to ensuring that students have access to appropriate procedures for articulating concerns or issues regarding their education. These concerns or issues are usually the result of behavior that the student feels is unjust, inequitable, or creates an unnecessary hardship.
 

Informal Complaint

Whenever possible, students are encouraged to seek an informal resolution of the matter directly with the faculty or individual(s) involved. The majority of complaints can be resolved in this way. If after communicating directly with the faculty or individual(s) involved you cannot reach a resolution, the next contact will be the supervisor, faculty chair, or appropriate dean to investigate the complaint and provide a resolution.
 

Formal Complaint

If a student has followed the Informal Complaint process and still has not received a satisfactory explanation of the decision, the student may file a formal complaint to the Assistant Dean of Student Experience. Students must complete the Student Complaint Form. Incomplete forms will be rejected. Completed forms will be reviewed and investigated with a decision being given and communicated in an appropriate timeframe given the nature of the complaint.
Failure to comply with this policy may result in no action being taken with respect to the subject matter of a complaint. Where such failure also causes a violation of rules and policies regarding student conduct, disciplinary action may result in accordance with the applicable rules and policies.
 

Unresolved Complaints

Students should first attempt to resolve any academic issues or complaints by following the Student Complaint Process as listed above. If after following MDL’s complaint procedure the issue cannot be resolved internally, you may file a complaint with the Illinois Board of Higher Education.
 

Washington State Residents

For Washington State residents seeking information and resources about student loan repayment or seeking to submit a complaint relating to your student loans or student loan servicer, please visit wsac.wa.gov/loan-advocacy or contact the Student Loan Advocate at loanadvocate@wsac.wa.gov.
 

California State Residents

California residents enrolled in online, out-of-state programs (such as Moody Online) may file formal complaints with the California Department of Consumer Affairs. Please call 1-833-942-1120, or visit https://www.dca.ca.gov/consumers/complaints/oos_students.shtml for more information.