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Dear Liz, I think your point about complaints staff is a very valid one, and I would be very interested to hear of how other institutions support their staff in this respect. I think also, however, that the issue is not limited to complaints managers, but could be broadened to include all those who deal with students (and their parents!) face to face, particularly at key points in the year; such as post-results dissemination (especially following reassessment). Obviously, there are critical points in the academic cycle when one would expect tensions to be higher than normal, and when administratve sytems are stretched to capacity. However, I would be interested in finding out if other colleagues have the impression that complaints are becoming more numerous and vociferous as there is now much more at stake for students and their families in their relationship with the University - not least of all financially, but socially as well. Yours, Paul Clark Paul Clark Assistant Registrar (Student Programmes) Chester College of Higher Education Parkgate Road Chester, CH1 4BJ Tel:01244 375444 %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%