Effective Complaint Handling

  • TBA
  • TBA
  • 10am - 4pm
  • £110for members £150for non-members
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Overview

This is a one-day skills course in investigating complaints, developed by the Local Government Ombudsman’s office. The course is presented by an experienced investigator who has genuine practical expertise in complaint handling.

The trainer will share with participants the Ombudsman’s 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. She will also explore 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 trainer offers guidance and insights on applying the Ombudsman’s principles of good practice in investigating complaints.

This course will enable you 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
  • Investigate a complaint and reach evidence-based conclusions
  • Identify appropriate and proportionate remedies for injustice
  • Write a comprehensive decision letter/report
  • Explain how complaints can be used to drive service improvements

Who is the Course aimed at

This course 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 aimed at staff who investigate and make decisions about complaints. It is a course for managers, team leaders, departmental and corporate complaints officers.

Trainer

Molly Lofas, Local Government & Social Care Ombudsman

Course outline

Effective Complaint Handling

  • TBA
  • TBA
  • 10am - 4pm
  • £110for members £150for non-members
Receive updates on future training and available places Join waiting list
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