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 provides important new insights into the perceived benefits of student complaints as well as the challenges. The findings indicate a need to change the culture around complaints to help address issues such as time taken to resolve formal complaints, expectations of students and impact on student/staff relationships. Drawing on theoretical models of service failure from the business sector, combined with a co-production model of HE, we conclude with recommendations about how complaints and appeals might be regarded as a learning opportunity leading to improved channels of communication and dissemination, as well as offering continuing professional development opportunities.

中文翻译：

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损害限制：从投诉和上诉人员处理学生申诉的经验教训

在高等教育 (HE) 中学生投诉不断增加以及将学生视为消费者的争论不断增加的背景下，越来越多的注意力转向处理投诉和上诉的制度程序。本文借鉴了英国 HE 的全国性调查，以探索投诉和上诉人员的独特经历。该研究为学生投诉的感知好处以及挑战提供了重要的新见解。调查结果表明，需要改变围绕投诉的文化，以帮助解决解决正式投诉所需的时间、学生的期望以及对学生/教职员工关系的影响等问题。借鉴业务部门的服务失败理论模型，结合HE的联合生产模型，