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Complaints Handling

Course Aims:

This E-Learning course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.

The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.

In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding.

Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills.

The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not been resolved to their satisfaction.

 

Course Price:

£18.00 Inc VAT

Learning Outcomes:

Define complaint

Know the difference between a complaint, first time service request and an appeal

Know how to respond to anonymous complaints

Know what the individual may want to resolve the complaint

Know how to build rapport

Know how to practice active listening

Know how to confirm understanding

Know what makes behaviour difficult to manage

Know how to manage difficult behaviour

Know a range of assertive techniques

Know where to seek help to respond to a complaint

Know the right an individual has to complain

Know the role of the local authority/Care Commissioner, Regulator and Ombudsman for responding to complaints

FAQs

Courses are fully certified. Once a learner successfully completes a course you are able to contact us directly to receive your Certification.

Courses are delivered online and work on any internet enabled device. As long as you have access to an internet connection you can complete courses when and where you like 24 hours a day.

Yes, our Courses are CPD Certified.

Some of our shorter courses will typically take between 30 minutes and an hour to complete. Some of the bigger ones will take longer and depends largely on each individual’s learning speed.

Course Price:

£18.00 Inc VAT

Level:

For all staff

Course Syllabus Includes:

What is a complaint?

First time requests

Appeals

Anonymous complaints

What an individual wants

Resolving complaints

Building rapport

Barriers to building rapport

Active listening

Barriers to active listening

Confirming understanding

Difficult behaviour

Managing difficult behaviour

Assertiveness skills

Rights to complain

Role of the Ombudsman