complaints

In this Complaints Handling course, we’ll be looking at how to achieve good customer service responding to any complaints, the complaints handling process, and how to identify incidents and errors.

• Agreed Ways of Working: Complaints and Incidents
• Complaints and how to respond
• Complaints handling process
• Formal complaints
• Recognising incidents, errors and near misses
• Module summary

You will learn the following:

• Demonstrate how to respond to comments and complaints in line with legislation and agreed ways of working;
• Describe who to ask for advice and support in handling comments and complaints;
• Explain the importance of learning from comments and complaints to improve the quality of service;
• Describe how to recognise adverse events, incidents, errors and near misses;
• Explain what you must and must not do in relation to adverse events, incidents, errors and near misses.
• Identify the legislation and agreed ways of working in relation to reporting any adverse events, incidents, errors and near misses.