Complaints Handling Awareness

Learning Outcomes

On completion of this Complaint Handling course, learners should know and understand the following:

• Reasons for complaints
• Understand the primary reasons for complaints and use them to improve your business
• Responding
• Know how to respond to complaints over the phone, via email or letter, through social media, or from a review
• Investigating
• Be able to investigate complaints in a timely and successful manner
• Types of situations
• Learn how to respond appropriately to a range of situations
• Complaint’s handling processes
• Become skilled in implementing and reviewing a complaints handling process

Frequently asked questions

We hope our common Complaints Handling FAQs will help answer any further questions you may have. Just click to expand!

What does having a good complaint handling procedure do?

Having a good complaint handling procedure means employees know what to do if an issue is raised by a dissatisfied person. This can then be resolved in a timely and cost-effective manner and improve service delivery in your business.

What are the 6 principles of good complaint handling?

The 6 principles of good complaint handling are:

• Getting it right – Ensure you act in accordance with the law and relevant guidance and that staff are equipped to act decisively to resolve complaints.
• Being customer-focused – It’s best to have clear and simple procedures and to listen to the customer to understand the complaint and the outcome they’re seeking.
• Being open and accountable – Publish clear, accurate, and complete information about how to complain, and how and when to take complaints further.
• Acting fairly and proportionately – Ensure that complaints are thoroughly investigated, the decisions are appropriate and fair, and the customer is treated without lawful discrimination or prejudice.
• Putting things right – Always acknowledge mistakes and apologise where appropriate.
• Seeking continuous improvement – Use all feedback and lessons learnt from complaints to improve service design and delivery.

What are effective complaint handling skills?

Effective complaint handling skills are ensuring the customer’s complaint is listened to properly to understand the root of the problem, treating the customer fairly, acknowledging the mistake and apologising where appropriate. This will resolve the issue quickly and with the customer in mind.

Delivery Methods

Our Complaints Handling course is easily accessible online through e-learning, allowing your staff to study anytime, anywhere, 24/7. This makes it the perfect option for care staff with challenging shift patterns. Additionally, you will receive exceptional customer support from our dedicated account manager and support team.

• Study when you want 

• Track staff progress 

• Study anywhere you want on any device

Would you be interested in offering your staff a wide range of courses?

Gain access to 200+ courses, including this Complaints Handling course, with our subscription package. Enjoy unlimited access to e-learning AND webinar courses, allowing your staff to expand their knowledge and skills.

Get Certified

Just follow these four simple steps, sit back, relax and let us do the hard work for you and your team.

1.Book A Course Book this Complaints Handling Awareness training by calling us or sending us a message.

2. Login Once everything has been booked, you will receive login details for you and your staff.

3. Complete Course Complete the online Complaints Handling course you purchased in the delivery method you chose.

4. Become Certified Great! Now you’re certified and can download the certificates from the portal.

Great! Now that you’re certified, you can download the Complaints Handling Awareness certificate from the portal or request a certificate, and we will email it to you in PDF form.