This article explores the issues facing practitioners working in the field of student complaints and appeals (including academic appeals). It is a reflective study which examines some general and historical issues, using anonymised case studies where appropriate and highlighting the diversity of practice across the sector. The author observes that there has been an increase in student awareness of consumer rights and a widely debated move to a complaints culture. Most students believe that it is acceptable to question the authority that is educating them. A market has been created for a very small minority of students to make a career out of pursuing an institution in the hope of righting a perceived wrong. In developing a specialist knowledge of complaints and appeals, managers are adopting an increasingly advisory role, for example signposting students towards sources of independent advice or guiding and supporting academic staff through complex cases. The author concludes that the field of complaints and appeals is a challenging and interesting area to work in, one which there is opportunity to make a difference to students who may have been disadvantaged and to institutions needing their reputations protected.