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Effective Complaint Handling for Care Providers


The Local Government and Social Care Ombudsman look at individual complaints about councils, all adult and children's social care providers (including care homes and home care agencies) and other organisations providing local public services. They are experienced in dealing with complaints and deliver training to help organisations deal with these more effectively.

This one day skills course in investigating complaints is delivered by an experienced Ombudsman investigator who has practical expertise in investigating complaints.

Participants can draw on the Ombudsman's knowledge gained from experience of more than four decades of investigations.

Who is suitable?

Effective Complaints Handling for Care Providers is for managers and other staff working in the independent care sector who investigate and resolve complaints.

Learning method

The course is interactive, using a variety of activities and materials including:

  • Participants' experiences of making complaints and our experience of what can go wrong.
  • Research findings on what contributes to customer satisfaction; and a troubleshooting exercise to consider the problems staff encounter and possible solutions.
  • Participants work on a Social Care case study.
  • Using their expertise and drawing on the experience of the trainer they define, investigate and reach a conclusion on a complaint.
  • The trainer explains the principles applied by the Ombudsman for resolving complaints and this is applied to the case study.
  • The trainer offers guidance and tips throughout the day on applying principles of good practice.

Benefits

Those attending the course will gain a better understanding of the principles of complaint handling.

They will enhance both their personal skills and professional development.

The skills learned can help improve the quality of service.

What you will learn

By the end of the course learners will be able to:

  • List five things that are important to people when they complain.
  • Describe the complaint handling process.
  • Accurately identify, define and summarise complaints.
  • List five sources of evidence useful for investigations.
  • Investigate a complaint and reach evidence-based conclusions.
  • Identify appropriate and proportionate remedies for injustice.
  • Write a comprehensive decision letter/report.
  • Explain how complaints can be used to drive service improvements.

How to book

To book this course, please contact us.

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Contact us
Care Academy
03000 260 222