Effective Complaint Handling

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

• 09.30

  Welcome and Introductions

  • Course objectives, logistics, ways of working, and a confidence check-in on handling complaints
• 09.50

  Why People Complain

  • Human psychology and evolutionary biases
  • Threat responses and emotional contagion
  • Hidden versus explicit needs
• 10.40

  Types of Complainers

  • Personality types and their drivers
  • Managing stakeholders
• 11:00

  Break

• 11:15

  The LEARN Model for managing complaints

  • Active listening techniques
  • Showing empathy correctly
  • Asking permission for the perception of customer control
  • Responding positively
  • Ensuring commitment to next steps
• 12:00

  Calming vs Escalating Language

  • Positive versus negative language choices
  • Directing the conversation and influencing outcomes
• 12:30

  Lunch

• 13:30

  Tone, Non-Verbals & Managing Expectations

  • Using the PACeR model
  • Communicating online, in remote calls, face to face and by phone
  • Managing customer expectations
• 14:15

  Working Across Teams to Manage Complaints

  • Using others to support the customer
  • Managing disparate teams and departments for efficient complaint management
• 15:00

  Break

• 15:15

  Practice Scenarios

  • Applying evidence evaluation to a practical scenario
• 16:15

  Action Planning & Close

• Public Sector : £550+VAT
• Private Sector : £620+VAT
• Voluntary Sector : £480+VAT