Complaint Process for Online and Low-Residency Students

At Lesley, we attempt to resolve student complaints within our academic and administrative departments. Online and low-residency students who have a complaint about a University process or procedure may submit a written complaint at online.resolution@lesley.edu. We'll forward the complaint to the appropriate academic or administrative department and email you to let know that the issue is being reviewed. We'll attempt to resolve the complaint quickly.

The Massachusetts Department of Higher Education (DHE) reviews and evaluates student complaints regarding online and distance learning programs offered by Massachusetts-based institutions that are members of SARA. Students must first attempt to resolve their complaints using Lesley’s internal complaint process. After exhausting this process, students may submit a complaint to the Massachusetts DHE.

If you are located in Massachusetts or in a non-SARA member state (CA) or territory and your complaint is not resolved at the institutional level you may proceed to the DHE’s non-SARA consumer complaint form https://www.mass.edu/forstufam/complaints/complaints.asp

Students residing in California may also file a complaint about distance education as follows:

California Department of Consumer Affairs

Consumer Information Center

1625 North Market Blvd., Suite N-112

Sacramento, CA 95834

Telephone: 833-942-1120

dca@dca.ca.gov

www.dca.ca.gov/consumers/complaints/oos_students.shtml

www.dca.ca.gov/consumers/complaints/compl-ccru.pdf

If you are located in a SARA member state (other than Massachusetts) or territory and your complaint is not resolved at the institutional level, you may proceed to the DHE’s SARA complaint form. Complaints about student grades and student conduct violations are expressly excluded from SARA review.