The prevention and resolution of student complaints are critical factors in maintaining and improving the student experience. Rob Behrens looks at the wider context, drawing on lessons from beyond higher education, to examine the opportunities and possible pitfalls.

The problems brought to the Ombudsman Office at the University of Tennessee, Knoxville, are considered. Many of the questions brought to the Ombudsman Office concern grades and grading practices, but nonacademic problems are also questioned. Many of the problems are the result of misinformation having been given to the student. Patronizing or rude…