If you deal with things quickly you can move on positively. There is finally light at the end of the tunnel and signs of radical reform to sweep away the ancient and inept procedures that universities have clung to for so long. More important than the procedures themselves is the need for a significant shift in attitudes. Universities and their staff should welcome and encourage comments at all levels and bring an open and non-judgmental attitude to complaints. Adopting a defensive and overly formal stance from the outset causes frustration and animosity and encourages confrontation.
Complaints are something to learn from to improve services and practices.
And that is something we can all hope for, whether students, staff or administrators. Now that would be a pretty sight. Jeremy Hoad is general secretary of the National Postgraduate Committee.