COURSES > CUSTOMER SERVICE & PUBLIC FACING SKILLS
Handling and Investigating Stage 2 Complaints
Respond and Act to Complaints
This course is available for teams and organisations.
We’ll tailor it to your goals and deliver it online, at your offices, or wherever works best.
Overview
Complaint handling in the public sector can be complex. When a complaint is escalated to stage 2, it often requires a detailed examination, or is considered serious, high risk, or high profile.
Our CPD certified and highly interactive course Handling and Investigating Stage 2 Complaints is led by Stuart Purcell, a renowned complaint-handling expert and Chair of the National Complaints Manager Group. The course equips you with the essential tools and skills needed to effectively investigate and resolve Stage 2 complaints.
On this course you will gain a better understanding of Stage 2 complaint investigations across the public sector and learn how to refine your investigative procedures and enhance your approach to handling sensitive cases.
Develop critical analytical skills to perfect your investigations, and discover how to communicate your findings to key stakeholders in the most compelling and effective way.
By the end of the day, you'll leave with a practical toolkit on stage 2 complaint investigations, ready to apply within your role.
Learning Outcomes
Gain an overview of Stage 2 investigations across the public sector
Review regulation when it comes to Stage 2 complaint investigations
Perfect your investigation procedures
Learn how to better handle sensitive cases
Take back a Stage 2 complaint investigation toolkit to your organisation
All ModernGov courses are Continuing Professional Development (CPD)
certified, with signed certificates available upon request for event.
Agenda
09:00 - 09:30 Registration
09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives
10:00 - 10:45 Overview of Stage 2 Complaints
Review current best practice and guidance for stage 2 and form complaint handling across the public sector
Adapt to and consider the best practice required by the Housing Ombudsman and the proposed Local Government & Social Care Ombudsman Complaint Handling Code
Understand the UK Central Government Complaint Standards
10:45 - 11:00 Morning Break
11:00 - 12:00 Investigation Procedures
Develop more effective investigation procedures
Improve your response rate to stage 2 complaints
Why is the complaint now a stage 2 investigation?
Learn how to effectively engage with the complainant and key stakeholders
12:00 - 13:00 Handling Sensitive Cases
Effectively manage risk
Gain tactful approaches to handling high-profile cases
Showing discretion when needed
13:00 - 14:00 Lunch
14:00 - 14:45 Analysing and Communicating Findings
Develop analytical techniques to determine next steps
Establish what information needs to be put in your formal response to the complainant
Determine the level of detail
Gain advice on managing difficult conversations in case a complainant disagrees with the outcome
14:45 - 15:00 Afternoon Break
15:00 - 16:00 Workshop: Develop a Stage 2 Complaint Investigations Toolkit
Review the days learning to help develop your stage 2 complaint investigation tooklit
Develop procedures to improve the level of your investigations
Work with the trainer and other delegates, to identify and overcome missing areas in your current investigation procedures
Utilise stage 2 complaints to improve service delivery
Take back a stage 2 complaint investigation toolkit to your organisation
16:00 - 16:15 Feedback, Evaluation and Close
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