Against a backdrop of rising student complaints in higher education (HE) and debate about students as consumers, increasing attention is turning to institutional processes for dealing with complaints and appeals. This paper draws on a nationwide survey across UK HE to explore the unique experiences of Complaints and Appeals staff. The research…

This briefing is intended to support Universities UK (UUK) members ahead of the implementation of the Higher Education (Freedom of Speech) Act. The government introduced the Act with the intention of strengthening freedom of speech and academic freedom in higher education in England, and received Royal Assent in May 2023. The legislation will have…

In December 2014, the Office of the Independent Adjudicator (OIA) introduced the "Good practice framework for handling complaints and academic appeals" which will inform external judgement on each university's approach to conflict management from the current academic year 2015-2016. The framework aims to improve the complaint process for…

This article explores the possible impact (beyond the appointment of a Director of Compliance for HE managers) once the Higher Education Act 2016 has created OFTE--the Office for Tertiary Education Regulation. The article also focuses attention on the long-established consumer protection context for the operation of the student-university contract…

Recent interest in the number of complaints being raised by students in higher education may be attributed both to a general concern about quality and standards in universities and to the emerging role of the student as a "consumer". However, partly because of the highly sensitive nature of this topic, for students, staff and…

Complaints made to external agencies about Australian universities are rising in both number and complexity. Recent debate has therefore focused upon how to improve grievance handling in the Australian higher education sector. One suggested "solution" is the creation of a national Australian university ombudsman. The UK has recently…

The article compares the employment regime for academics in UK HEIs with that of faculty in US HEIs. It considers, "inter alia", "progressive discipline", "at will contracts", "the Model Statute", "academic freedom", "faculty misconduct" and "academic underperformance".…

This guide and reference book is designed to help those involved or training to be involved in employee relations in the hotel and catering industry. Chapter 1 attempts to define employee relations. Chapter 2 describes the institutions and parties involved in employee relations in the hotel and catering industry. The focus of chapter 3 is on…