Home Specialist skills Legal Process, Procedure, and Information Gathering in Complaints Handling and Investigation
Process, Procedure, and Information Gathering in Complaints Handling and Investigation
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Be able to accurately define what a complaint is to ensure issues are treated in the appropriate manner
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Plan and conduct a fair and proportionate complaints investigation
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Identify different types of evidence
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Be able to research, collect, record and evaluate evidence and documentation from a wide variety of sources to determine the root cause of the complaint and/or reach justifiable conclusions or decisions
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Create, maintain and enhance best practice standards in record keeping
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.
Delivery method
Face to face
Virtual
Course duration
6 hours
Competency level
Foundation
Delivery method
-
Face to face
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Virtual
Course duration
6 hours
Competency level
-
Foundation