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Effective Complaints Handling
Effective Complaints Handling

The Effective Complaints Handling course has been created for both employees and employers. By completing this course you will understand your role in dealing with complaints, the arrangements for dealing with complaints and how to provide an appropriate response to the complaints.

On completion of this course learners will be able to:

    • Explain the difference between a problem, complaint, and a moan and groan
    • Give an example of the behaviours and attitudes customers expect from you
    • Identify the correct complaints procedure in relation to the complaint
    • Summarise the complaints handling process
    • Describe how your organisation can use the lessons learnt from complaints

When you’ve completed this online training you will sit an online test and, once successful, you can download your certificate.

Lesson Plan

The subjects covered in this module include:

      • Why are you required to do this training?
      • What is a complaint?
        • What is a complaint?
        • Lulu and Joyce
        • Your trainer
        • Challenge
        • When does a problem become a complaint?
      • Customer Approach
        • Customer Approach
        • Standards of excellence in customer service
        • 8 key areas of dissatisfaction
        • What are the most important factors to customers?
        • What to most complaints want?
        • Lulu and Ms Jones
        • Approaches to complaints
        • Tips of good communication
        • Challege
        • Impacts of complaints on staff
        • Lulu and Joyce
        • Challenge
      • Early Resolution
      • Analysing and defining complaints
        • Analysing and defining complaints
        • Why have a complaints handling process
        • An overview of the complaints handling process
        • Acknowledge and analyse the complaint
        • Lulu and Ms Jones
        • Clarify the complaint
        • Keep in touch
        • Challenge
      • Investigating Complaints
        • Investigating Complaints
        • Lulu and Joyce
        • Identify and gather evidence
        • Evaluate and analyse information
        • Investigating techniques
        • Lulu and Mr Jones
        • Challege
      • Decision-making
        • Decision-making
        • Lulu and Joyce
        • Influences on decision-making
        • Principles of resolving complaints
        • Remedies – where appropriate
        • Response
        • Structure of response
        • Lulu’s letter
        • Challenge
      • Common problems associated with complaints
        • Common problems associated with complaints
        • Customers and staff don’t make it easy
        • The do’s and don’ts of dealing with difficult customers
        • Lulu and Ms Jones
        • Challenge
      • Learning from complaints
        • Learning from complaints
        • Lulu and Joyce
        • Learning and using complaints to improve service delivery
        • Challenge
      • Good Practice
        • Good Practice
        • Getting it right
        • Being customer focused
        • Being open and accountable
        • Acting fairly and proportionately
        • Putting things right
        • Seeking continuous improvement
        • Investigation
        • Response letter
        • Follow up action
      • Support
        • Support
        • Support for complaints
        • Challenge
      • Procedures
        • Procedures
        • The childrens social care complaints procedure
        • Health and adults complaints procedure
        • Public health complaints procedure
        • School complaints procedure
        • Corporate complaints procedure
        • Challenge
        • Loal government ombudsman
        • Links to other types of procedures
        • Challenge
      • Case Studies

Target Audience

This course is suitable for anyone who works with the general public.


Approximately 1-2 hours. The length of time taken depends entirely on how quickly you can study and absorb the material.


This course is CPD certified.


On completion of this course you will be able to print a Virtual College certificate.

Entry Requirements

There are no specific entry requirements for this course, the material is appropriate for all levels. However, the estimated level of audience knowledge is intermediate.

How It Works

How it Works

This is an online course which is studied via the Virtual College Learning Management System, Enable. All of the training is taken online. The course is self-paced so you decide how fast or slow the training goes. You can also revisit the training material, even after you have completed the course.

Four easy steps to e-learning

Step 1: Find a course

You can buy one or more courses online for yourself or others and, whether you know what you’d like to study or would simply like to browse, finding a course is easy.

Here are some ways you can quickly find the information you need:

  • Search for a course using search box
  • Click "courses" on the top navigation. This page will show a complete list of courses, ordered by our best sellers and new releases
  • Browse courses by category, for example Safeguarding

Step 2: Buy the course

When you've found the course you want simply click on “Add to basket”. You can then continue shopping or check out and make a secure payment via the PayPal payment screen. This allows you to pay with most popular credit or debit cards or your PayPal account, and receive your receipt by email.

All our payments are dealt with by PayPal; one of the world’s most well-known payment providers – Great Britain’s no 1 preferred online and mobile payment method, so you can be sure that your payment will be safe and secure. Here at Virtual College we never even get to see your credit card details!

Once your purchase has gone through you will be able to continue to a login screen. Enter your name and create a password if prompted. This will log you into our Learning Management System (LMS) where you will be able to take the course or allocate it to other people.

You can purchase more than 10 courses online, however if you wish to purchase more than 10 courses, and you would like to be invoiced in advance, you can e-mail us on or contact our sales team on 01943 885 085.

Step 3: Take the course

For the best possible internet browser experience we recommend you use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox.

You will get a better learner experience if you have sound enabled. Most computers come with built-in speakers, but the narration will generally be written in text on the screen for you to read if you don't have sound turned on.

The course is interactive and you may need to click on parts of the screen before you can advance. This will be obvious as the narration and text will tell you what to do or the links will pulse and flash. The system will remember where you left off and take you back there, but you can go over any part of it as many times as you want to and take as long as you want.

You can write your own notes for the course and print them off or simply store them to access later any time you view your course.

When you get to the end, you will be presented with an assessment to check your understanding. Don't worry; in most cases you can take this assessment three times at no extra cost, and we have policies and procedures in place for adding further attempts.

Step 4: Your certificate

You will be able to print your own certificate at the end of the course.

Some courses also include the option of a high-quality posted certificate, for example our Level 2 Food Safety and Hygiene courses.


Bulk discounts

Bulk discounts are available on purchases of 10 or more courses.

If you wish to discuss a large individual order for this course, and/or would like to be invoiced in advance, please call our sales team on 01943 885 085 to make an enquiry.

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