Handling problems and complaints

Category: .

Handling problems and complaints


This short course is aimed at customer facing staff, who are responsible for resolving customer problems and handling complaints. Learn about the different types of problems a customer will come to you with and reasons why customers complain. Know how consumer rights affect problem-solving and complaint handling and feel confident in your ability to resolve issues in line with current legislation and ethical requirements.

This short course is aimed at care home staff. Everyone has a right to complain, it may sometimes feel unfair, but its important to put yourself in the shoes of the person who is unhappy. Even in the best care homes, things go wrong and people need to feel like they can complain so improvements can be made. Learn about types of complaints, why people complain, and the complaints process.

Learning outcomes
  • The learner will gain an understanding of what prompts people to complain and when a complaint is urgent or less urgent
  • The learner will know how what to do if someone complains about them
  • The learner will understand what the CQC expects care homes and workers to do when a complaint is made
Advantages of this course
  • Complainants want to have their complaint taken seriously and investigated fairly and openly. They also want to know the findings of the investigation and an explanation of what action the care home will take. Often, all a complainant wants is a genuine apology and reassurance it will not happen again. This course considers how to handle complaints and what the experience is like for the person making it.
  • Surveys show some older people in care homes and many relatives are afraid to complain in case staff react badly. This course outlines the importance of encouraging complaints and taking them seriously.
  • Website and video resources are utilised to explore the dementia journey in more detail
  • There is also suggested extra reading that gives both practical information and links to websites to expand knowledge