Stage 2 Complaints Investigations Online Training

This course is for service managers; team leaders and complaints teams involved in the investigation of stage 2 complaints. Take away practical guidance for investigating complaints – Where to start; planning the investigation; identifying sources of information; asking questions and evaluating evidence. We will explore the role of the investigating manager and working with independent investigators. We will review timescales and what to do if there are delays. You will understand how to define viable timescales and resolve complaints early in the process – maintaining an escalation rate under 5%. You will receive a toolkit and useful templates to draft responses and troubleshoot your complaint handling process.