Dealing with Complaints and Appeals

Introduction At family occasions or dinner parties, when the conversation turns to careers it is hard enough to give an accurate or interesting description of what a university administrator does. If you try talking about complaints and appeals, then it becomes even harder to keep people’s attention, yet this is a crucial strand of work for some university administrators, and key to presenting a good public face to our students. The three contributors to this chapter are university administrators with extensive experience of dealing with complaints and appeals in various universities across the United Kingdom.