Process, Procedure and Information Gathering in Complaints Handling and Investigation

Public course: £275.00 + VAT
In-house course: call for details
Qualification: Can count towards the Professional Award in Complaints Handling and Investigations (BTEC Level 5) - please call for details
Duration: 1 Day

Important Update

Please note that this course is now being delivered virtually on a public basis and we can do the same with closed courses for individual organisations and their staff. Our virtual classrooms are easy to navigate with instant access to face-to-face real time learning. The technology includes group conversation, online polls, interactive white boards as well as break out room functionality. If you have any questions, please do not hesitate to contact us on 020 7549 2549 or email us at

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.

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Need some help? Call or E-mail us

If you have 4 or more colleagues interested in this course it may be more cost effective to run the training In-house at your organisation. To discuss this further please please call us on +44 (0) 0207 549 2549 or contact us via email

Want more information? Please call us on...

020 7549 2549

If you require any help or would like to discuss how Bond Solon can assist you in your training needs, please call us on: +44 (0) 20 7549 2549