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Effective Complaint Handling – Open Online Course for Councils

PIC - ECH Online September 2021

About our course

Our online course in accepting, investigating and deciding complaints for councils.

Key details:

  • Open course for council and care provider staff.
  • Two and a half hour workshop delivered online
  • £45 per delegate

An online skills course investigating complaints delivered by experienced Ombudsman staff. Participants can draw on knowledge gained from our experience of over four decades of complaints investigation, decision-making and remedy recommendations.

  • Staff dealing with complaints at the higher stages of the process, such as managers and corporate complaints officers
  • Staff who investigate and make decisions about complaints
  • Defining and analysing complaints
  • Planning investigations
  • Making the best use of sources of information
  • Evaluating information and making sound decisions
  • Communicating decisions effectively
  • Resolving and learning from complaints

The trainer offers guidance and tips throughout the day on applying our principles of good practice in investigating complaints. The course is interactive, using a variety of activities and materials including:

  • Participants’ experiences of making complaints and our experience of what can go wrong
  • The Ombudsman’s overview of a complaint investigation and the principles for resolving complaints
  • How your organisation can learn from complaints

By the end of the course learners will be able to:

  • List five things that are important to people when they complain
  • Describe the stages of the complaint handling process
  • Accurately identify, define and summarise complaints
  • List five sources of evidence useful for investigations
  • Identify appropriate elements of a comprehensive decision letter and proportionate remedies for injustice
  • Discuss how learning from complaints can be used to drive service improvements