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0330 100 0727

Complaints Handling Training Course

It’s important your business knows how to handle complaints in a professional manner. This Complaint Handling training teaches your staff how to handle complaints efficiently and successfully. This CPD accredited course is perfect for anyone who deals with customer service daily and handles complaints.

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About the Complaints Handling Training Course

This Complaint Handling training online course will give businesses the edge over competing companies by teaching the difference between good and bad customer service as well as effectively handling complaints. Give your business the upper hand and avoid losing profits on complaints.

This Complaints Handling course will teach your staff complaint handling, whether that’s responding over the phone, social media, letters or from a review. They will also understand the primary reasons for complaints, how to respond appropriately to a range of situations, and become skilled in responding to a complaint appropriately. At the end of this course, learners will receive a CPD accredited Complaints Handling certificate.

Duration Duration Dependent on delivery method, this Complaints Handling training takes between 1-2 hours to complete and gain your certificate.
Entry & Level Entry & Level There are no barriers to entry on this Handling Customer Complaints training. This is an awareness course, suitable for all.
Certification Certification On completion of this online Complaints Handling course, either download your certificate or access later online.
Accreditations Accreditations This Complaints Handling course is CPD accredited. It meets accepted Continuing Professional Development (CPD) guidelines.


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Created for your needs

Complaints Handling Training Course Outline

The aim of this Handling Customer Complaints training course is to greater increase your knowledge of complaints and how to manage them, as well as the relevant legislation.

The key points covered in this course are:

  • Reasons for complaints
  • Responding
  • Investigating
  • Types of situation
  • Complaints handling processes






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Providing relevant knowledge and skills

Complaints Handling Training Course Learning Outcomes

On completion of this Complaint Handling course, learners should know and understand the following:
  • Reasons for complaints
    Understand the primary reasons for complaints and use them to improve your business
  • Responding
    Know how to respond to complaints over the phone, via email or letter, through social media, or from a review
  • Investigating
    Be able to investigate complaints in a timely and successful manner
  • Types of situations
    Learn how to respond appropriately to a range of situations
  • Complaint's handling processes
    Become skilled in implementing and reviewing a complaints handling process

FLXB Certificate Reduced (1)




Frequently Asked Questions

We hope our common Complaints Handling FAQs will help answer any further questions you may have. Just click to expand!

What does having a good complaint handling procedure do? Having a good complaint handling procedure means employees know what to do if an issue is raised by a dissatisfied person. This can then be resolved in a timely and cost-effective manner and improve service delivery in your business.
What are the 6 principles of good complaint handling?

The 6 principles of good complaint handling are:

  1. Getting it right – Ensure you act in accordance with the law and relevant guidance and that staff are equipped to act decisively to resolve complaints.
  2. Being customer-focused – It's best to have clear and simple procedures and to listen to the customer to understand the complaint and the outcome they’re seeking.
  3. Being open and accountable – Publish clear, accurate, and complete information about how to complain, and how and when to take complaints further.
  4. Acting fairly and proportionately – Ensure that complaints are thoroughly investigated, the decisions are appropriate and fair, and the customer is treated without lawful discrimination or prejudice.
  5. Putting things right – Always acknowledge mistakes and apologise where appropriate.
  6. Seeking continuous improvement - Use all feedback and lessons learnt from complaints to improve service design and delivery.
What are effective complaint handling skills? Effective complaint handling skills are ensuring the customer's complaint is listened to properly to understand the root of the problem, treating the customer fairly, acknowledging the mistake and apologising where appropriate. This will resolve the issue quickly and with the customer in mind.




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Complaints Handling Training Course Delivery Methods

Our Complaint Handling training online courses are available 24/7, anytime, anywhere. Perfect for staff with busy schedules or difficult shift patterns. 

• Study when you want 
• Track staff progress 
• Study anywhere you want on any device 

Choose how you want this Complaints Handling training delivered:


It's easy to get certified in Complaints Handling

Just follow these four simple steps, sit back, relax and let us do the hard work for you and your team.

Book A Course Book this Handling Customer Complaints training by calling us or sending us a message.
Login Once everything has been booked, you will receive login details for you and your staff.
Complete Course Complete the online Complaints Handling course you purchased in the delivery method you chose.
Become Certified Great! Now you're certified and can download the certificates from the portal.

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