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Effective Complaint Handling for Care Providers


The Local Government and Social Care Ombudsman look at individual complaints about councils, all adult, and children's social care providers (including care homes and home care agencies) and other organisations providing local public services. They are experienced in dealing with complaints and deliver training to help organisations deal with these more effectively.

This one day skills course in investigating complaints is delivered by an experienced Ombudsman investigator who has practical expertise in investigating complaints.

Participants can draw on the Ombudsman's knowledge gained from experience of more than four decades of investigations.

Who this course is for

Effective Complaints Handling for Care Providers is for managers and other staff working in the independent care sector who investigate and resolve complaints.

Learning method

The course is interactive, using a variety of activities and materials including:

  • Participants' experiences of making complaints and our experience of what can go wrong.
  • Research findings on what contributes to customer satisfaction; and a troubleshooting exercise to consider the problems staff encounter and possible solutions.
  • Participants work on a social care case study.
  • Using their expertise and drawing on the experience of the trainer they define, investigate and reach a conclusion on a complaint.
  • The trainer explains the principles applied by the Ombudsman for resolving complaints and this is applied to the case study.
  • The trainer offers guidance and tips throughout the day on applying principles of good practice.

What you will learn

By the end of the course learners will be able to:

  • list five things that are important to people when they complain
  • describe the stages of the complaint handling process
  • accurately identify, define, and summarise complaints
  • list five sources of evidence useful for investigations
  • investigate a complaint and reach evidence-based conclusions
  • identify appropriate and proportionate remedies for injustice
  • write a comprehensive decision letter/report
  • explain how complaints can be used to drive service improvements

Course benefits

Those attending the course will:

  • gain a better understanding of the principles of complaint handling
  • enhance both their personal skills and professional development
  • be able to use the skills learned to help improve the quality of service

Course dates and times

  • Thursday 20 June 2024 - 10.00am to 12.30pm

How to book

Request a place on Effective Complaint Handling for Care Providers.

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Contact us
County Durham Care Academy
03000 260 222
Our address is:
  • Durham County Council
  • Green Lane
  • Spennymoor
  • County Durham
  • United Kingdom
  • DL16 6JQ