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 institutions, very little research has been undertaken regarding the experiences of those involved. This paper is a case study of an individual university in the UK and looks in detail at the experiences of a group of 27 students who initiated complaints procedures in the year 2009-10. The paper considers the motivation of students in bringing complaints, and examines their expectations and experiences of the complaints process. In this way, the paper highlights important issues of policy and practice facing all higher education institutions today. Finally, a series of detailed conclusions, including suggestions for improving practice, is presented. (Contains 11 figures.)