Training courses

Our Good Complaints Handling course is aimed at staff handling complaints at stage 1 of the Model Complaints Handling Procedure (MCHP) but would be useful for anyone involved in complaints handling looking to develop their knowledge. The course is self-guided with interactive opportunities to test your knowledge throughout. The course can be completed online in your own time and takes approximately 45 minutes to complete. It covers:

• what a complaint is and isn’t, according to the MCHP
• complaint outcomes, responses and record-keeping
• good apologies
• managing difficult behaviour

There is a quiz at the end of the course, which a minimum score is required to pass. On completion you will receive an SPSO accredited certificate, which will remain valid for two years. After this time, you will be able to retake the course for re-accreditation.

The course costs £40 per person and you can register through our Good Complaints Handling registration form. Payment is made via invoice and BACs transfer. We cannot facilitate credit card payments.

Payment must be received before you gain access to the course. For any questions, please contact [email protected].

Our online Complaints Investigation Skills course is available over two days on a quarterly basis throughout the business year. This course is aimed at staff who investigate complaints at stage 2 of the Model Complaints Handling procedure and will last approximately 5 hours long including breaks. The course is trainer-led and delivered online via Teams. It covers:

• Preparing to investigate complaints: what people expect when complaining, influences on decision-making, summarising complaints, talking to complainants
• Investigating complaints: planning your investigation, key questions to ask, identifying sources of information, evaluating evidence
• Making and communicating decisions: good decision letters, meaningful apologies, appropriate remedies, learning from complaints.

This training course costs £85 per person and you can register through our Complaints Investigation Skills registration form. Payment is made via invoice and BACs transfer. We cannot facilitate credit card payments.

Places will be filled on a first come first serve basis so please submit your registration form at your earliest convenience for best chance at guaranteeing your organisation’s delegates a place. Please ensure to complete the registration form carefully, noting all dates suitable for each of your organisation’s delegates. There is no limit to the number of delegates you can register but each session has a maximum of 15 participants.

Dates for 2024/25 

• Tuesday 4 March 2025
• Wednesday 5 March 2025

Course registration closes one week before each session date for administration purposes. Any questions, please contact [email protected].

Please note, we may tag your organisation on social media if you have attended one of our Complaints Investigation Skills training courses. Please email us on [email protected] to let us know if you wish to opt out of of any social media activity.

Refunds/Cancellations: The full fee of the course per person is payable if the course is cancelled by the customer unless written notice of the cancellation is received at least 10 working days before the course. Please read our cancellation policy for further details.