Handling complaints in the high fees age

By Jack Grove. As students grow keener to stand up for their rights over perceived wrongs, is the sector doing all it can to be consistent, fair and prompt when resolving disputes? Are universities ready for the surge of complaints predicted to come their way once the new generation of £9,000 fee-paying students begin to flex their consumer-rights muscles? With this year’s undergraduate intake encouraged to demand value for money for higher fees, it is a question that institutions, students’ unions and the sector’s complaints handlers have been thinking hard about. Read more...