Complaint handling

Topics Include: Understanding complaints, Dealing with complaints and Following up on complaints

1 hour 30 minutes

12 months access

Unlimited replays

Digital certificate

The art of complaints handling is a balance of fairness, proportionality, and consistency. Every complaint is an opportunity, but not all organisations see it this way. By completing this course, you will understand the core reasons why complaints arise and the best methods to facilitate them. By doing this, you will embrace the opportunity to improve and grow as a result of effective complaint handling.

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By completing this course, you’ll gain insight into the root causes of complaints and learn the most effective techniques to manage them. By doing this, you will embrace the opportunity to improve and grow as a result of effective complaint handling.

  • Rationalise why people complain
  • Recognise vulnerable customers and the barriers for complaints
  • Conduct complaints in a fair and proportionate manner
  • Recognise the benefits of a robust complaints process

  • Understanding complaints
  • Dealing with complaints
  • Following up on complaints

For organisations and groups

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This course, along with any others from our library, hosted on our advanced learning platform, or your own LMS.

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Catherine Pearson
GM Projects and Contracts Manager
Greater Manchester Combined Authority (GMCA)

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Sue Ogden
IM&T Manager,
Arden and GEM

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Andy Rhodes
Former Chief Constable,
Lancashire Constabulary

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Stephen Lonsdale
Head of Adult Safeguarding and Mental Health
Dudley Borough Council

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Jennie Crowther
Learning Development lead,
Rochdale Borough Council

“We considered several products, but chose Me Learning because of its flexibility in tailoring the online courses to suit our Integrated Working training programme. We expect 2,500 practitioners across Trafford to be using online training modules over the next two years.”

Cathy Atherton
Interim Manager for Service Development,
Trafford Council

“The control room can be a really stressful environment so we are keen to do all we can to reduce staff anxiety during this transformation. By deploying digital learning for a substantial part of the training, we have been able to reduce the timescale for training the new system by half. Learners will become more confident with the system quicker and therefore more readily able to adopt new ways of working.”

Paul Lynch
Force Transformation Lead,
Northumbria Police

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Vicky Castle
Contract Manager,
GMCA

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Catherine McPaul
Mosaic Business Analyst

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Mark Davies
Director of People,
National Museums of Liverpool

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Managing Director,
The Access Group

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Stefano Rizzo
CEO,
Newired

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Mark Davies
Director of People,
National Museums of Liverpool

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