Complaints handling training for your managers, on-site or live online
Full day · On-site or live online · Up to 12 managers · Quoted for your team
Complaints handling training helps managers respond to complaints fairly and confidently: following a clear process from first contact to closure, understanding what the complainant needs, responding in writing and in person, handling difficult conversations and turning complaints into improvements. Kasorb delivers it in a full day, on-site or live online, for up to 12 staff, quoted for your team.
- A clear, fair process from first contact to closure
- Responding in writing and in person, including difficult conversations
- Learning from complaints, not only closing them
- One price for the group of up to 12, not per person
- Certificates emailed the next day
Tell us where you are and we’ll come back with dates and a price.
Not a booking. We'll send full details and answer any questions.
Prefer to speak? Call 0207 112 8412
Amazing learning experience
Trusted by health, workplace and care teams across the UK
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Compliance and certification
Staff receive a Kasorb certificate of completion, which doesn't expire, for your training file and CPD records. It isn't a regulated qualification.
4 reasons teams choose Kasorb for Complaints Handling Training
One price for the whole team
One price for the whole group of up to 12, not per person — quoted for your team, with certificates included.
Training at your workplace
No travel planning, no separate venue booking and less disruption for your team on the day.
Learning, not just closing
Managers learn to resolve complaints fairly and turn what they hear into improvements.
Compliance handled properly
Attendance, certification and compliance paperwork are included after the course.
What UK organisations trust Kasorb for
177+
UK Trainers
300,000+
People Trained
438
Reviews rated 5/5 on Google & Feefo
Top 20
Global H&S Training Company
Course specification
How it works
- Enquire with your postcode, group size and preferred dates. We'll come back with a price within 48 hours. We recommend booking at least four weeks in advance to secure your preferred date. If you need something sooner, just ask.
- Confirm your date, on-site or live online. If you'd like your own complaints policy used, send it at least 7 days before.
- Your trainer calls beforehand to confirm logistics and understand the complaints your managers deal with.
- A full day, 09:30–16:30, with breaks, including role play and case studies.
- Certificates are emailed the next day.
What the course covers
- Complaints procedures and good practice, including in health and care
- Principles of good complaint handling
- Understanding what the complainant needs
- Steps for handling a complaint
- Responding in writing and in person
- Managing expectations and challenging interactions
- Duty of candour
- Learning and improvement
Who needs this training
Anyone who receives, investigates or responds to complaints:
- Managers, team leaders and supervisors
- Registered managers and deputies in health and care services
- Practice managers in dental and GP practices
- Complaints leads and customer service managers
- Staff who investigate complaints or write responses
We recommend at least Level 1 literacy and numeracy.
What the law says
In England, CQC-registered services must run an accessible, effective system for identifying, receiving, recording, handling and responding to complaints — Regulation 16 (receiving and acting on complaints). Regulation 20 (duty of candour) expects providers to be open with people when things go wrong. Complaints that can't be resolved locally can go to an ombudsman, and the routes differ across the UK and between NHS and social care.
Outside regulated care, there's no single law on complaints handling, but a clear, fair process resolves problems sooner and shows people they've been heard. Training gives managers the skills, and gives you evidence for your training file.
How we assess learning
Managers practise through role play and case studies, with feedback from the trainer.
Your trainer
Your trainer has used these skills for real, and works with the kinds of complaints your managers actually receive — and your own complaints policy, if you send it in advance.
Logistics
- Room: horseshoe or classroom seating — what matters is clear floor space, with a projector screen or blank wall
- The trainer brings: projector, laptop, flipchart and all general training equipment
- Group size: up to 12, on-site or live online
- Timing: 09:30–16:30; staff arrive 15 minutes early
- Access: the trainer needs the room 45 minutes before the start
- Anywhere in the UK, or live online
- Live online: a quiet space and a device with camera and audio for each person joining — ideally one device each, and never more than two people per device
- More dates online: live online often has more dates available, so it's worth asking if you need training sooner or have people across several locations
- Literacy: we recommend at least Level 1 literacy and numeracy
Cost explained
This course is quoted for your team. Tell us your postcode, group size and preferred dates, and we'll confirm the price within 48 hours. It's one price for the group, up to 12 staff — not per person — and it covers your trainer, their travel and the course materials.
More than 12 staff? We'll run another session at the same rate.
Several sites? Tell us when you enquire and we'll arrange them together.
Frequently asked questions
Is this suitable for dental or GP practices?
Yes. The process and principles are the same. Send your complaints policy at least 7 days before and the trainer will use it.
Is it only for health and care?
No. The principles of good complaint handling apply in any organisation. For health and care services, it also covers the regulatory side.
Does it cover duty of candour?
Yes. In England, CQC-registered providers have a duty of candour to be open and honest with people when things go wrong. The course covers how that fits with handling a complaint.
Does it cover angry or upset complainants?
Yes — understanding what the complainant needs, managing expectations and handling challenging conversations calmly.
How is this different from root cause analysis training?
Complaints handling is about receiving, responding to and resolving a complaint. Root cause analysis is a method for investigating why something went wrong, which can be part of responding to a serious complaint.
Can it be done online?
Yes, live with a trainer, for up to 12 staff — not a recorded module.
How quickly can you come?
We'll come back with a price within 48 hours, and we recommend booking at least four weeks in advance to secure your preferred date. If you need something sooner, just ask.
Prefer to speak? Call 0207 112 8412