Complaints Handling for client-facing staff
Course View More
Complaints Handling & Investigation Management
Dealing with complaints can be challenging, but with the right approach, you can turn them into opportunities for improvement. Learn how to effectively manage complaints.
395
Online
9:30am - 4:30pm
1 day
About this course
Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?
This intensive and highly practical training day assists attendees in understanding what is required to manage complaints properly.
It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.
Why choose this course
Unresolved complaints don't just disappear, they escalate into serious problems that damage reputation, lower team morale and potentially lead to legal issues. This intensive, hands-on training will equip you with:
A systematic approach to identify and defuse complaints early
Professional techniques to handle emotional situations with confidence
Investigation skills that get to the root cause effectively
The ability to transform complaints into organisational improvements
Course syllabus
Key learning points
- Understanding your complaints policy,
- The root causes of complaints,
- How to identify potential complaints,
- The stages of a complaint,
- Handling people’s emotional responses to complaints,
- The importance of listening and managing expectations at the initial stage,
- How to defuse complaints,
- The importance of open culture, and reflecting and learning,
- How serious complaints are investigated,
- Interviewing key staff members: Do’s and Dont’s,
- Questioning skills,
- Findings and recommendations,
- Writing your investigation report and drawing it to a conclusion.
Is this course right for you?
This training is specifically designed for:
- Department managers handling team complaints.
- HR professionals overseeing grievance processes.
- Customer service leaders managing escalated issues.
- Quality assurance teams seeking to improve service standards.
- New managers wanting to build confident complaint handling skills.
Ready to transform your approach to complaints?
Register now – Spaces limited to 12 participants per session
Want to bring this training to your entire team? Contact us about on-site or custom virtual options.
Meet the team – Our expert trainers
La Touche Training Legal Experts
We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...
Read BioPractical training with small groups to ensure quality.
Our training sessions are not lectures—they're practical, interactive experiences. The small group format allows every attendee to ask questions, take part in discussions involving practical exercises and role-plays.
This method of training allows attendees to put the skills learned into practice immediately. Course participants benefit from the focused attention and guidance of an independent expert.
Register to attend:
# SELECTED
| Course Dates | Location | Price | Spaces Left | Book |
|---|---|---|---|---|
| 23/10/26 i 23/10/2026 09:30 - 16:30 | Zoom Online | €395.00 | 6 |
Tools and techniques to handle complaints effectively
FAQs
The Complaints Handling and Investigation Management course provides practical guidance on managing complaints processes and conducting fair, structured investigations. It focuses on handling complaints professionally, gathering relevant evidence, and ensuring investigations are transparent and defensible.
This course is designed for professionals responsible for managing complaints or conducting investigations, including managers, HR professionals, compliance officers, investigators, regulators, and public sector officials.
Participants will learn how to manage complaints effectively, conduct structured investigations, gather and evaluate evidence, communicate with complainants and respondents, and prepare clear investigation findings.
Effective complaints handling helps organisations resolve issues fairly, maintain trust with stakeholders, and reduce the risk of disputes escalating into legal or regulatory challenges. A structured process also demonstrates accountability and transparency.
The course examines how to manage a wide range of complaints, including workplace grievances, service complaints, regulatory complaints, and concerns raised by customers, employees, or members of the public.
The training emphasises fair procedures, impartial decision-making, and proper documentation. These practices help ensure that investigations are defensible and that organisations can demonstrate they handled complaints appropriately.
Yes. The course is particularly relevant for public bodies, regulatory organisations, and local authorities that must manage complaints in line with administrative law principles and public accountability standards.
The training explores common challenges such as managing complex complaints, maintaining impartiality, handling sensitive information, and communicating outcomes clearly to all parties involved.
The course uses practical examples, case studies, and scenario-based discussions to help participants understand how to manage complaints processes and conduct effective investigations in real-world situations.
