This masterclass; facilitated by Faisal Ahmed; Governance Specialist Trainer; provides knowledge and skills on how to manage and respond to a complaint. The masterclass focuses on how to investigate and respond to a formal complaint. Ascertaining lessons learnt and implementing actions. All staff who manage complaints should attend. COVID – 19 has dramatically affected the way some services operate and function within Health and affiliated sectors. Service users and patients’ expectations have had to adapt in this new climate. The effect on some services has been an increased number of complaints received.