• • Understand the Complaints Procedure

    • Correctly understand the definition of a complaint

    • Identify what is and what is not a complaint

    • What does the customer want?

    • Can you achieve what the customer wants?

    • Complaint outcomes, responses and record-keeping

    • Meaningful apologies

    • Building staff confidence in dealing with complaints

    • Case studies and group discussion

  • • Dealing with escalated complaints at the investigation stage

    • Dealing with complaints directly at the investigation stage

    • Agreeing complaint and expected outcomes

    • Planning to investigate

    • Supporting staff who are the subject of a complaint

    • Identifying, obtaining and evaluating information and evidence

    • Decision making

    • Communicating decisions effectively

    • Achieving resolution

    • Learning from complaints

    • Good governance

    • Case studies and group discussion

  • • Making reasonable adjustments

    • What is problem behaviour?

    • Who demonstrates this behaviour?

    • Why do people behave in this way?

    • Types of unacceptable behaviour

    • Querulous complainants

    • The application of unacceptable behaviour policies

    • Tools techniques and strategies to manage behaviours

    • Case studies and group discussion

  • Our Independent Complaints Review Service provides an independent review of how a complaint has been handled by your organisation.  Typically, this includes an assessment of service provided against service standards and compliance with all relevant policy, procedural and legislative requirements.  We also advise on good complaints handling, complaints governance and make recommendations for improvement where appropriate.

  • You may request this service where, for example, you feel that there may be a conflict of interest in conducting the investigation ‘in house’ or where you feel that the relationship with your customer has broken down.  If this is something that you would like to discuss, please contact us and we will respond without delay

  • Including the sampling of complaints casework

  • The health check may cover all six themes of good practice (Organisational Culture, Process and Procedure, Accessibility, Quality, Learning from Complaints and Complaints Handling Performance) or be limited to specific areas of complaints handling as per the client’s needs.   The assessment may include the sampling of complaints casework

  • A quality assurance report on the end-to-end complaints handling process, including the reporting of complaints handling performance.  This includes the sampling of complaints casework.

  • An awareness session

  • An awareness session

  • Led by Dorothy Armstrong, bringing well-being and compassion to life in a range of accessible formats: open courses, bespoke events, face to face and online and designed to invite and support individuals and teams to revive and thrive in all areas of life

  • Building on her expertise in complaints resolution, Dorothy Armstrong support individuals, teams and organisations to communicate as best they can

  • These programs are led by John Giblin: Management Consulting

If you have a particular issues, or aspect of complaints handling that you would like to discuss, please do contact us