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This course is recommended for complaints investigation officers after they have attended our in house customer complaints course.
An online skills course in investigating complaints delivered live 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.
The aim of the course is to help participants to develop their skills in:
• 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 training is aimed at:
• 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
The course uses a variety of activities including:
• The participants’ experiences of making complaints and our experience of what can
go wrong
• The Ombudsman’s overview of an investigation and the principles for resolving complaints
• Practical strategies for investigating 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 useful evidence 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