Overview

Complaints are an inevitable part of any service. When handled well, they offer a powerful opportunity to strengthen relationships, improve services and demonstrate organisational accountability. This practical, engaging course equips teams with the skills, structures and confidence they need to respond to complaints fairly, professionally and effectively.

Designed for staff at all levels who deal with complaints, this programme provides a clear, easy-to-apply framework for understanding, investigating and resolving issues, while ensuring a positive experience for customers and service users.

Build confidence, consistency and quality in your organisation’s response to complaints.

Learning Outcomes: 

  • Understand the core principles of good complaint handling
  • Approach complaints with clarity, confidence and professional judgement
  • Communicate effectively and maintain constructive relationships
  • Conduct well-structured investigations that stand up to scrutiny
  • Make balanced, evidence-based decisions
  • Draft clear and professional responses and decision letters
  • Use complaints as a source of organisational learning and improvement
Agenda
  • Welcome and Introductions
    • Overview of the day, objectives, and format
    • Participant introductions and expectations
  • Understanding Complaints
    • What is a complaint?
    • Why effective complaint handling matters
    • Participants’ experiences of complaints
    • Mapping the “ideal” complaint journey
  • Complaint Handling Frameworks
    • Overview of common organisational frameworks and standards
    • Principles of fair, transparent and consistent handling
  • Responding to Complaints
    • Defining the complaint clearly
    • Typical timescales
    • When and how to contact the complainant
    • Stage 1 (initial response) requirements
    • Good practice in record-keeping
    • Managing complaints involving staff members
  • Morning Break
  • Case Study 1
    • Identifying and understanding the core complaint
  • Being “Decision Ready”
    • Key considerations when managing complaints
    • Ensuring your approach supports clear, evidence-based decisions
  • Troubleshooting
    • What makes complaint handling difficult and how to address it
    • Strategies for managing challenging behaviours
  • Lunch
  • Stage 2 Complaints (Escalation)
    • Questions to guide effective investigations
    • The importance of thorough planning
    • Using investigation plan templates
    • Identifying sources of information
    • Evaluating evidence objectively
  • Case Study 2
    • Applying evidence evaluation to a practical scenario
  • Afternoon Break
  • Complaint Decisions
    • Tips for making fair and well-reasoned decisions
    • What makes a high-quality decision letter
    • Putting things right: remedies and resolutions
    • Principles of a good apology
  • Case Study 3
    • Drafting a robust decision letter
  • Learning from Complaints
    • Turning complaints into organisational improvements
    • Identifying what works in your setting
    • Determining what needs to change and how to deliver it
  • Useful Resources
    • Tools, templates and further reading
  • Final Questions, Summary and Close
    • Open Q&A
    • Trainer summary
    • Next steps and support
Pricing
  • Public Sector : £525 +VAT
  • Private Sector : £595+VAT
  • Voluntary Sector : £460+VAT