Complaints Handling

This course is to develop your knowledge and understanding of how to handle complaints. You will also explore how complaints can be used to improve services.


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Course Description

This course is to develop knowledge and understanding of how to handle complaints. You’ll also explore how complaints handling can be used to improve services.

The course begins by explaining what a complaint is and what it is not. You will learn how to deal with anonymous complaints.

In stage two, you will learn how to resolve complaints utilising a range of skills including building rapport, active listening and confirming understanding. Stage three will examine difficult behaviours including the attitude and behaviour of the complainant and unreasonable repeated complaints before exploring how to manage them by drawing on your assertiveness skills. The course ends with the identification of an individual’s right to complain and what they can do if a complaint to a service provider has not be resolved to their satisfaction.

Study Complaints Handling Course via an eLearning platform.

Access to the Complaints Handling Course is via an eLearning platform. E-Learning an efficient way of delivering courses online due to its convenience and flexibility. The resources are available from anywhere and at any time. Meaning everyone can take advantage of web-based learning regardless of their circumstances. E-Learning is invaluable for employers, meaning staff can complete CPD without the added cost of lecturers and conferences.

CPD Certified

The CPD Certification Service was established in 1996. It is the leading independent CPD accreditation institution operating across industry sectors. Certified CPD courses complement the Continuing Professional Development policies of professional institutes and academic bodies. CPD courses can be completed at work or at home or whoever there is an internet connection. Meaning that you can further your skillset and progress your career in a way that suits you.

Other CPD Certified courses

Along with this Complaints Handling Course, Home Study Zone offers a vast array of other Certified CPD courses. Additionally, CPD will help somebody build their skill set, gain further understanding, and progress in their career.

See our other CPD Certified courses available here

Learning Outcomes

On completion of this course learners should know and understand the following:

  • Define complaint.
  • Know the difference between a complaint, first time service request and an appeal.
  • Know how to respond to anonymous complaints.
  • Know what the individual may want to resolve the complaint.
  • Know how to build rapport.
  • Know how to practice active listening.
  • Know how to confirm understanding.
  • Know what makes behaviour difficult to manage.
  • Know how to manage difficult behaviour.
  • Know a range of assertive techniques.
  • Know where to seek help to respond to a complaint.
  • Know the right an individual has to complain.
  • Know the role of the local authority/Care Commissioner, Regulator and Ombudsman for responding to complaints.

Course Syllabus

  • What is a complaint?
  • First time requests
  • Appeals
  • Anonymous complaints
  • What an individual wants
  • Resolving complaints
  • Building rapport
  • Barriers to building rapport
  • Active listening
  • Barriers to active listening
  • Confirming understanding
  • Difficult behaviour
  • Managing difficult behaviour
  • Assertiveness skills
  • Rights to complain
  • Role of the Ombudsman

Are you interesed in this course?

If you are interested in this course then fill in this form to receive more information to your email. Alternatively click on the chat logo in the bottom right hand corner and contact us there. We will get back to you.