Process, Procedure, and Information Gathering in Complaints Handling and Investigation

Overview

🕮 Off the shelf (OTS)

The way information and evidence is gathered has a major impact on successful complaints handling, response and resolution. If done correctly, the investigation should help establish the root cause of the complaint and the appropriate way to handle it.

This 1-day course is designed to give learners the knowledge, skills and techniques to carry out a complaints investigation to best practice standards. The course will cover the whole process of planning a complaints investigation and collecting, recording, assessing and evaluating evidence/documentation. Learners will learn how to conduct a fair and objective investigation to establish the facts in the case, in doing so enabling them to support their findings and justify their subsequent actions, decisions and recommendations.

Please note – data may be processed in countries with adequacy agreements in place.