Complaints
Complaints training helps your team manage complaints effectively in a care setting. Delivered on-site by our experienced trainers.
About the course
Manage complaints effectively in care
By the end of the course, delegates will:
- Know what a complaint is
- Understand why people complain
- Know what the CQC expected procedure is for managing complaints
- Know what the company procedure is for managing complaints
- Know the best practice procedure for handling and investigating complaints
- Recognise the importance of learning from complaints
- Implement strategies to recover from a complaint
What you’ll cover
Full course content
Everything the course covers, exactly as our trainers deliver it:
Understand why people complain
- What do they expect from the service?
- Encourage feedback on the service
- Manage expectations
- Who is a complainer?
Procedures for complaints (CQC)
- Identifying
- Receiving
- Handling/investigating
- Responding
- Time limits
- Company policy and procedure
Handling/Investigating complaints
- Communication during investigations
- Confidentiality risks
- Avoid creating a blame culture
- Interviewing involved parties
- Record and share findings
- Respond to the complainer
- Record details of their response
- Consider recommendations for change
Learning from complaints
- Record all complaints centrally
- Share previous complaints and outcomes
- Changes to avoid repeat complaints
- Creating a knowledge base of complaints
- Incorporate complaints into training
Strategies for recovery from a complaint
- Regularly check in on the complainer
- Additional staff training
- Mentoring on the job
- Secret shopper
Keep exploring
Related leadership & management courses
These subjects sit naturally alongside this course — and we can combine courses into one visit.
Good to know
Frequently asked questions
Where is the training delivered?
All of our training is delivered on-site at your service, anywhere in the UK — we come to you, so there are no travel costs or venue hire for your team.
How long is the Complaints course?
It runs as a half day – 3 hours course, delivered in one visit unless stated otherwise.
How many delegates can attend?
Up to 15 delegates per session.
Do delegates receive a certificate?
Yes — every delegate receives a certificate on completion. Certificates are valid for 1 year, so plan refresher training before they expire.
How much does the course cost?
We price every course on application, based on your dates, location and delegate numbers. Use the contact buttons below — we reply quickly with a quote.
Can we combine courses into one visit?
Yes. Many clients build a full training day from shorter courses, and we can deliver several subjects in one visit — just tell us what your team needs.
Do you only train care providers?
No. This course suits care & nursing homes, home care & domiciliary, supported living, day services, hospices. If your sector isn’t listed, ask — we’ll tailor the course to your setting.
Book this course
We bring Complaints training to your service
Delivered on-site at your service, nationwide, with pricing on application. Tell us your dates and delegate numbers and we’ll reply quickly with a quote.
Part of our leadership & management training range. Also explore behaviour management training and mental health training.