Online Public Services Complaint Management

This University accredited course has been developed in close consultation with practitioners and is specifically targeted for complaint managers working in public services. It will be of interest to specialist complaint handling staff and others whose role includes dealing with complaints working in central government, local government, health and social care, social housing and other non-departmental public bodies or organisations or individuals wishing to improve their complaint handling or seeking professional development.

The course covers all the key aspects of complaint management and includes four broad themes:

  • The early resolution of complaints
  • The conduct of robust investigations
  • The application of effective remedies
  • Learning from complaints

We draw on the latest insights from theory, research, and practice to provide students with a cutting-edge professional development opportunity. Examples of topics covered include:

  • Understanding consumer behaviour in relation to complaints
  • Using early resolution techniques to resolve complaints
  • Planning thorough investigations
  • Evaluating evidence and fair decision making,
  • Dealing with difficult complaint behaviours
  • Using apologies effectively
  • Learning from complaints

Key details

Next start date: October 2022 (dates to be confirmed and subject to minimum 15 bookings)

Duration: 9.30am to 1.00pm over 4 consecutive weeks

Delivery/ location: Online (via Microsoft Teams)

Professional registration: Not applicable

Fees for next start date: £750 per delegate (early bird rate for bookings will be available)

For further information, including application process, please contact: cdrc@qmu.ac.uk

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