Events

Professional Award in Ombudsman and Complaint Handling Practice

 

 

 

 

This course is aimed primarily at those working in the assessment and investigative functions of ombudsman and other second-tier complaint handling organisations.

Its purpose will be to equip assessors and investigators with the practical skills and background knowledge necessary to discharge those functions to a high level of competence.

The Award has been designed to take participants through the journey of a complaint, from receipt to decision. The emphasis is on practice, using a case-study based approach reflecting the nature of Ombudsman and complaint handling work. It is based on two days of training plus pre-course work and a post-course assessment (which together total 100 learning hours). On completion of the assessment, a participant will gain the Professional Award in Ombudsman and Complaint Handling Practice (10 credit points at Scottish Credit and Qualifications Framework (SCQF) level 7 (or the first year of a Degree Programme).

The Ombudsman Association standards/competencies for investigative staff have informed the content and learning outcomes for the programmes. These are shown in the next section on course delivery. Web-based platforms will be used to enhance learning. Among other benefits, this may allow for the exchange of views and best practice ideas between participants from different organisations across the UK, Ireland and beyond.


The cost per delegate is £800 which includes all course material, registration as a student of QMU, tutor support, course assessment, quality assurance, refreshments and lunch on the course.

If you would like to reserve a place on this course, please email cdrc@qmu.ac.uk for a booking form.

As a matriculated student of QMU, you will enjoy the usual benefits of access to an extensive range of electronic library resources, many other University resources and, if you apply for a student card, student discounts.

Please contact Carol Brennan cbrennan@qmu.ac.uk if you would like to find out more about this course or if you would like to discuss delivery of the course in-house for your organisation.

Consumer Dispute Resolution Centre (CDRC) - Short Courses

For enquiries on all CDRC short courses and early bird discount offers, please contact our CDRC team.

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Consumer Dispute Resolution Centre (CDRC) - Short Courses

Consumer Dispute Resolution Centre Events and Short Courses
0131 474 0000

Event Details

Location Queen Margaret University
Date & Time Start 27 February 2018
9:00am End 28 February 2018
5:00pm
Cost The cost per delegate is £800 which includes all course material, registration as a student of QMU, tutor support, course assessment, quality assurance, refreshments and lunch on the course. ** Early Bird discount available **
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