Key Learning Points
- Understanding relevant policies, procedures, guidance and legislation (if applicable)
- Planning and conducting a fair and proportionate complaints investigation
- Recognising different types of evidence, including, oral, documentary, hearsay, circumstantial and real
- Distinguishing between facts, inferences and opinions
- How to research, collect, record and evaluate evidence and documentation from a wide variety of sources to determine the root cause of the complaint and/or reach justifiable conclusions or decisions
- Creating, maintaining and enhancing best practice standards in record keeping
Process, Procedure and Information Gathering in Complaints Handling and Investigation - Overview
The way information and evidence is gathered has a major impact on successful complaints handling, response and resolution. If done correctly, the investigation should help establish the root cause of the complaint and the appropriate way to handle it.
This one-day course is designed to give delegates the knowledge, skills and techniques to carry out a complaints investigation to best practice standards. The course will cover the whole process of planning a complaints investigation and collecting, recording, assessing and evaluating evidence/documentation. Delegates will learn how to conduct a fair and objective investigation to establish the facts in the case; in doing so enabling them to support their findings and justify their subsequent actions, decisions and recommendations.
This course can count towards the nationally recognised Complaints Handling qualification - the Professional Award in Complaints Handling and Investigations.