10:00 - 10:40 Introduction and overview

• Introductions and agenda for the day

• Importance of effective complaint handling

• Background to the new Code and Government standards

10:40 - 11:00 Central Government Complaint Standards

• What they are and who they apply to

11:00 - 11:30 New Complaint Handling Code

Covering new key requirements, including:

·       What is a complaint? Definition, ‘service requests’ and exclusions

·       Informal complaint handling

·       Accessibility and information

·       Staff and the complaint handling process

11.30 – 11.45 Break

11.45 – 12.15 New Complaint Handling Code Contd.

Key requirements continued:

·       2-stage procedures and timescales

·       Remedies

·       Scrutiny, governance and learning from complaints

·       Self-assessments

·       Penalties for non-compliance – Ombudsman & Regulators

12.15 – 12.45 Handling Difficult or Sensitive Cases

·       Managing risk e.g. handling high-profile cases

·       Vulnerabilities and Equality Act requirements

·       Managing unreasonable behaviour

·       Using discretion and flexibility

12:45 - 13:45 Lunch

13.45 – 14.15 Effective Complaint Investigations

·       Culture

·       Delaying complaints due to outstanding actions

·       Meeting deadlines - quality versus speed

·       Evidence-based decisions

·       Communication & record-keeping

·       Effective remedies – apologies, compensation, thinking outside the box

·       Learning from complaints

14.15 – 14.40 Final Response Letters

·       Best practice for final response letters

14.40 – 15:00 Current and Future Changes - Conclusions

·       Developments in complaint handling and on the horizon

·       Final Q & A