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What it is
It is a one-day skills course in investigating complaints,
developed by the LGO’s office. The course is presented
by an experienced investigator who has genuine practical expertise
in complaint handling. Participants can draw on a fund of knowledge
gained from our experience of more than three decades of investigating
complaints. (see How it is done)
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Who it is for
It is for local authority staff whose jobs involve handling
complaints in the higher stages of the authority’s complaints
procedures, after the informal stage and up to the point of deciding
the complaint. It is a course for managers, team leaders, departmental
and corporate complaints officers.
For those receiving and dealing with the early stages of complaints
see the details
of the Good complaint handling course.
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What it does
The aims of this course are to help participants develop
their skills in complaints investigation, specifically in:
- defining and analysing complaints accurately;
- planning investigations and making the best use of sources
of information;
- evaluating information and evidence and making sound decisions;
- communicating their findings effectively; and
- identifying ways of resolving complaints quickly and appropriately.
- overcoming common problems.
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How it is done
The style is interactive, using a variety of activities and
materials.
The first part of the day deals with good customer relations,
using participants’ own experiences.
Most of the day is centred around a case study based on a real
complaint to the LGO. Participants will be asked to use their own
expertise as well as drawing on that of the presenter to:
- define the complaint;
- plan the investigation;
- come to a reasoned and justifiable view about the complaint;
- consider appropriate remedies; and
- make and communicate decisions.
The presenter shares with participants our unique experience and
knowledge, gained over some 30 years of dealing with complaints,
of how to go about putting things right for a complainant when
the authority has been at fault. He/she also explores with participants
problems which commonly affect the complaint process, and ways
of keeping the investigation on track in the face of them.
At each point in the process the presenter offers guidance and
insights on applying the Ombudsman’s principles of good practice
in investigating complaints.
The presenter will be familiar with the authority’s complaints
procedure.
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Prices
One-day course for a group of up to 15, with one presenter: £975
One-day course for a group of up to 30, with two presenters: £1,650
No extra charge made for trainer’s travel and expenses.
Prices assume you will supply the venue for the course. Full details
of venue requirements and of our terms and conditions for supplying
training provided on request.
Smaller authorities with fewer than 15 staff to put forward for
training may wish to get together with neighbouring authorities
to hold a regional LGO training event, and so share the costs.
Duration
10am to 4:30pm
Contact
Training Administrator
01904 380226
training@lgo.org.uk
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