Complaints handling in organisations is now regarded as a key quality metric, with regulators in many sectors formally evaluating it against benchmark standards. Organisations should be moving towards an open culture that welcome complaints as a way of improving service delivery and therefore increasing customer confidence in their organisation.
By competently implementing the right complaints handling procedure, your organisation will:
- Ensure that every step in the complaints handling procedure works towards a positive outcome for all
- Use the learning from complaints to improve processes
- Guarantee your complaints handling service is accessible and transparent
- Increase the chance of an early resolution and lessen the risk of complaints being escalatedÂ
- Boost public confidence in your complaints handling procedure
Bond Solon have designed three complaints handling and investigation training courses.
Complaints Handling and Investigations Qualification
Delegates who undertake the three days of complaints handling training, and successfully complete the post course written assessments, will be eligible for the nationally recognised Professional Award in Complaints Handling and Investigation, awarded by The International Compliance Association (ICA) in association with The University of Manchester Alliance Manchester Business School (AMBS).