Student Complaint Policy and Process

Distance Learning Student Complaints

Frostburg State University participates in the Federal student aid programs that are authorized under Title IV of the Higher Education Act of 1965. Participating institutions must be legally authorized to operate with the state in which it is located.

Title 34 CFR §600.9 requires states to have a "process to review and appropriately act on complaints concerning the institution including enforcing applicable State laws." Title 34 CFR §668.43(b) requires that institutions: "make available for review to any enrolled or prospective student upon request, a copy of the documents describing the institution's accreditation and its State, Federal, or tribal approval or licensing. The institution must also provide its students or prospective students with contact information for filing complaints with its accreditor and with its State approval or licensing entity and any other relevant State official or agency that would appropriately handle a student's complaint."

FSU makes every effort to resolve student complaints internally, using policies and procedures which are outlined by the University and/or by their school/program. It is expected that students will fully utilize any and all such administrative procedures to address concerns and/or complaints in as timely a manner as possible.

To comply with the federal State authorization regulation, FSU provides the following information to our prospective and current students on the policies and process for complaints:

FSU strives to resolve all complaints in a fair and timely manner.  Students taking online courses outside of the State of Maryland while attending FSU who desire to resolve a complaint should refer to the Distance Education Student Complaint Policy. 

In the unlikely event that an issue cannot be resolved by the University, students may file a complaint with their respective State Licensing Authority. For students living in Maryland, the Maryland Higher Education Commission is the applicable agency. 

To file a complaint concerning a postsecondary institution in Maryland contact:

Maryland Attorney General
Consumer Protection Division
200 St. Paul St.
Baltimore, MD 21202
410-528-8662 or 888-743-0823 (toll free)

Instructions can be found here.

For students who reside outside of the state of Maryland, students should contact their respective state portal agency. A list of these agencies can be found at the State Higher Education Executive Officers website. These agencies should be contacted only after the student has registered a complaint with the University and has not received a response to the request for resolution.

FSU is accredited by the Middle States Commission on Higher Education (MSCHE), 3624 Market Street, Philadelphia, PA 19104; 267-284-5000. The MSCHE is an institutional accrediting agency recognized by the U.S. Secretary of Education and the Council for Higher Education Accreditation. View the Commission’s policy on filing complaints for more information.