Complaints Handling Training | Online CPD Course

Complaints Handling Training | Online CPD Course


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Online Complaints Handling Course – Level 1
Welcome to our online complaint handling course. Our online training courses are developed in line with the latest UK legislation and meet the requirements set out by the Care Quality Commission (CQC), Health and Safety Executive and other professional and regulatory bodies


Course aims and objectives

  • To provide the learner with a clear understanding of the legislation regarding complaints handling
  • To provide essential online learning resources in an engaging and meaningful way
  • To provide a FREE blended learning environment that is available to all individuals and businesses
  • Be able to know and explain the main models for complaints handling

What is covered in this online course?

  • An introduction to the key principles of complaints handling
  • Why it is important to handle complaints effectively
  • Defining a complaint
  • Understanding why people complain
  • Identifying a complaint as a gift
  • Why it is important to understand customer needs when they complain
  • Steps for handling customer complaints
  • Understanding customer characteristics
  • How to handle patient/service user complaints
  • Key steps to handling complaints successfully
  • Why it is important to understand what your customers/service users really think
  • Strategies for service recovery (following a complaint)
  • Some important statistics relating to healthcare and social care complaints
  • How to handle difficult customers
  • How to handle patient/service user feedback
  • What happens if the complainant is unhappy?
  • How to make a complaint (NHS services)
  • How to complain about adult social care services

Who is this course for?

  • Doctors
  • Nurses
  • Allied Healthcare Workers
  • Healthcare Assistants
  • Social Care Support Workers
  • Voluntary Staff working in the NHS


For classroom training courses:

  • Bring photo ID (e.g., passport, licence, EU card)
  • Wear comfortable clothing

For online courses:

  • Access to a computer device, e.g., desktop, laptop, tablet or smartphone device

Career path

Our online and classroom training courses are suitable for:

  • Those who are looking to improve their knowledge of the subject area
  • Those whose jobs require periodic continuing professional development (CPD)
  • Those who need to show evidence as part of their professional registration requirements, e.g., doctors, nurses and allied health professionals


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