Complaints

 

 Introduction:

The "Complaints" course teaches learners how to handle complaints in professional contexts. This training teaches how to handle customer, employee, and internal complaints professionally, empathetically, and efficiently. Active listening, empathy, and effective communication will be taught to resolve complaints and difficulties. Participants will learn how to deescalate confrontations, manage emotions, and build relationships with complainants via interactive modules.

Additionally, the training covers best practices for reporting complaints, investigating thoroughly, and resolving issues. Participants will also learn about legal and ethical issues in complaints handling to comply with rules and company standards.

Who Can Complain?

Individuals or anybody impacted by the organization's decisions, acts, or omissions may file complaints directly with the organisation or through a representative.

A representative may file a complaint on behalf of another person in certain situations, such as when the complainant has passed away, is a minor, is physically or psychologically unable to file a complaint, or has given permission for a representative to act on their behalf.

Time Limit on Initiating Complaints

Following an occurrence, a complaint ought to be filed as quickly as feasible. The deadlines are as follows: within a year after the incidence; or within a year after the person became aware of the issue.
As long as the complaint may still be investigated, this deadline may occasionally be extended. 

Handling a Complaint

When someone contacts us with a complaint, it is important to get all the information needed to: 

• Accurately assess the complaint's issues.

• Facilitate a prompt settlement

• Foster a positive working relationship with the complaint.

Poor communication is frequently cited by complainants as the reason they are dissatisfied with the way their issue was handled. 

First Step of Handling a Complaint

Addressing a complaint begins by acknowledging it via email, letter, or in-person. Respond to the complaint within three business days.
The complaint officer should make sure the complainant understands the purpose of the complaint, ask what outcome they want, obtain consent to access personal records (if necessary), ask if the complainant has any disabilities or special needs, and agree on a plan of action that includes when the complaint will be investigated.

Investigation of Handling a Complaint

A complaint should be investigated properly and the complainant kept informed.
The complainant should receive a written response detailing the complaint's consideration, conclusions, and potential impact.
It will state the ability to appeal to the Parliamentary and Health Service Ombudsman if local resolution fails. It should also list complaint-related steps.