Gladney University Continuing Education Grievance Policy


Gladney University (GU) provides continuing education and professional training in compliance with the standards, rules, and regulations of the Association of Social Work Boards (ASWB) ACE provider approval program. As an ACE provider, GU is committed to transparency, ethical practice, and responsiveness in all training-related matters, including the handling of participant grievances.

This policy applies to all participants in continuing education programs and trainings offered by Gladney University, whether delivered online, in-person, or in hybrid formats.

Filing a Grievance
If a participant has a concern or grievance regarding a continuing education training offered by GU, they should notify the Continuing Education Director in writing as soon as possible. Grievances may relate to:
• Course content or relevance
• Speaker conduct or qualifications
• Training facilities or accessibility
• Nonreceipt of certificates
• Refund requests
• Any other miscellaneous issue affecting the training experience

Participants are encouraged to first attempt to resolve concerns informally with the instructor or relevant staff before submitting a formal grievance.

Written grievances should include:
• The participant’s name, mailing address, phone number, and email
• The title and date of the course
• A clear description of the concern

Grievances can be submitted by email to nancy.robbins@gladneyuniversity.org or by mail to: Gladney University Continuing Education Director, 6300 John Ryan Drive, Fort Worth, TX 76132.
Review & Resolution Process
The Continuing Education Director, in consultation with the Social Work Consultant, will review each grievance. If appropriate, additional members of the Gladney University staff, an auxiliary social work consultant, or advisory committee members may be involved in the review to ensure fairness, objectivity, and transparency.

If necessary, the matter will be escalated to senior leadership for further evaluation. The confidentiality of all parties will be respected to the fullest extent possible.

Participants will receive a written response within 30 calendar days of the date the grievance is received.  Resolutions may include, but are not limited to:
• Adjustments to future training content or logistics
• Issuance of replacement certificates
• Refunds, in accordance with GU’s refund policy
• Access to an alternative training
• Other remedies appropriate to the concern

Documentation & Transparency
Gladney University will maintain confidential records of all grievances, including the resolution process and written response, for a minimum of seven (7) years. These records may be submitted to ASWB upon request.
To promote continuous improvement, GU will share grievance trends and resolution outcomes with relevant staff and advisory personnel to inform updates and enhance future training offerings.

No participant will be subjected to retaliation for filing a grievance in good faith.

Policy Availability
This grievance policy is available upon request and is posted on the Gladney University website. In addition, all promotional materials for CE trainings will include a link to this grievance policy that includes contact information.

Last updated: 01/08/2026