Ben is currently the Director of Registry Services at Cardiff Metropolitan University. A senior leader with the University, he is responsible for the Student Cases Team, who manage all student complaints, appeals and academic integrity. In July 2022, he took over as Chair of the Academic Registrars’ Council (ARC). He has represented the ARC network on the UUK Changing the Culture Framework and a member on the Advisory Groups for, Data Sharing in Harassment Cases and Talking Racial Harassment as well as for Staff to Student Sexual Misconduct.

In 2017, Ben was also a key member of the Higher Education community that supported the QAA in creating the guidance on How to Address Contract Cheating, the Use of Third Party Services and Essay Mills. Prior to joining Cardiff Metropolitan University, he worked at Glasgow Caledonian University where he also obtained BA (Hons) in 2003, he was elected to Student President, before taking up a wide variety of Professional Services roles within GCU. Ben then went on to managing the Registry Functions of the Glasgow School for Business and Society whilst studying for and gaining his MBA.

Karen is a qualified paralegal and heads up the complaints team at the University of Dundee. Karen manages and reports to senior management on all aspects of the University’s Complaints Handling Procedure.  She also assists in developing policies and processes relating to academic appeals, fitness to practise, safeguarding and student discipline.

After joining the University in 1992, Karen has held a variety of roles within central administration and her current role sits within the Legal team.

With over 8 years’ experience in managing student complaints at the University of Dundee, Karen regularly liaises with the regulator, the Scottish Public Services Ombudsman, and has developed extensive knowledge within the Higher Education sector.  She also provides regular training to staff at the University on complaint handling and investigating.

Karen is active within the Scottish Higher Education Complaints Forum, working alongside fellow complaints managers from other Scottish Universities.  She is also a member of the European Network of Ombuds in Higher Education and has presented at recent conferences.  She is keen to promote and share best practice in the area of complaint handling.

The Head of the Conduct, Appeals, Complaints Office at Queen Mary University of London, Haylee leads policy and delivery related to academic misconduct, appeals, complaints and disciplinary matters. She has previously worked in a variety of casework, student services, advocacy and student engagement projects in Australian and UK universities, and is committed to balancing due process and quality standards with supportive and educational approaches to student issues. She holds a Masters of Peace and Conflict Studies from University of Sydney and has recently completed her thesis on culturally and linguistically diverse university students’ experiences of sexual misconduct procedures as part of a Masters of Translating & Interpreting at Royal Melbourne Institute of Technology.

I have been a member of the USW casework team since 2022. Prior to operational management, I was the area lead for student complaints and academic appeals, where my focus was the continuous improvement of service delivery and the compassionate communication of fair and reasonable outcomes to students.

Previously, I worked at Westminster University, providing frontline support for students, and I was the Disability Officer of the Student’s Union during my time at university, where I first developed my interest in the “behind the scenes” of higher education and creating equal opportunities for students with disabilities.

Dr Ashley Weinberg is a Chartered Occupational Psychologist, a Fellow of the British Psychological Society and Senior Lecturer in Psychology at Salford University. Specialising in organisational, job-related and individual factors contributing to employee well-being, he has published four books on mental health in the workplace and a number of influential reports including ‘Psychology at Work’, launched by the British Psychological Society in Parliament. Ashley is Chair of a growing UK network of staff well-being leads in higher education institutions, having hosted the first of its now annual meetings in 2022 on World Mental Health Day. His research on the challenges facing public and third sector occupations has covered higher education, health and politics and considers the skills needed in organisations to help safeguard colleagues’ well-being with a view to optimal outcomes for staff and students/patients/citizens alike.

With over twenty years experience working with learners and customers, I joined the University of Sunderland in London in October 2020, leading the campus student experience.

My responsibilities include leadership of student-focused departments including Student Services (Careers, Wellbeing, Engagement, Enquiries, International) and Administration & Systems (Academic Registry and Student Records).

With an international career spanning the third sector, charities and education, I am passionate about working with students to ensure they’re at the heart of everything the University does. The golden thread throughout my is a dedication to service and support – for customers, students and colleagues – and an essential part of this is listening to and learning from complaints and feedback.

After over 20 years in the Civil Service (education and skills) Helen joined the University of Warwick in 2018. Helen leads the Student Discipline and Resolution team having overall responsibility for the effective and empathetic delivery of prevention and awareness training, the processes relating to supporting student and staff disclosures of misconduct (sexual misconduct, bullying and harassment, discrimination and hate crime) and formal investigations and subsequent disciplinary action.

I am a higher education specialist with a ten-year background in admissions, student recruitment and visa compliance in small institutions and large research-intensive universities in leadership roles.

I have experience of recruiting UK and international students, all aspects of the admissions journey for student applicants, and compliance activity relating to enrolled overseas student visa holders.

I am currently Head of Admissions and Visa Compliance at Middlesex University, London, with oversight for university admissions policy, ensuring our processes provide a clear and fair admissions offer. I am also responsible for compliance with our obligations as a trusted Student Visa route sponsor, enabling us to recruit international students.

Ben is currently the Director of Registry Services at Cardiff Metropolitan University. A senior leader with the University, he is responsible for the Student Cases Team, who manage all student complaints, appeals and academic integrity. In July 2022, he took over as Chair of the Academic Registrars’ Council (ARC). He has represented the ARC network on the UUK Changing the Culture Framework and a member on the Advisory Groups for, Data Sharing in Harassment Cases and Talking Racial Harassment as well as for Staff to Student Sexual Misconduct.

In 2017, Ben was also a key member of the Higher Education community that supported the QAA in creating the guidance on How to Address Contract Cheating, the Use of Third Party Services and Essay Mills. Prior to joining Cardiff Metropolitan University, he worked at Glasgow Caledonian University where he also obtained BA (Hons) in 2003, he was elected to Student President, before taking up a wide variety of Professional Services roles within GCU. Ben then went on to managing the Registry Functions of the Glasgow School for Business and Society whilst studying for and gaining his MBA.