New dates for SPSO Complaints Investigation Skills open course

Dates: 09, 15, 17 June 2021, Webex

Our next complaints investigation skills open course is available to book!

This course is aimed at staff who investigate complaints at Stage 2 of the Model Complaints Handling procedure and will comprise of three trainer-led modules, each 2.5 hours long. These cover:

  • Preparing to investigate complaints: what people expect when complaining, influences on decision-making, summarising complaints, talking to complainants
  • Investigating complaints: planning your investigation, key questions to ask, identifying sources of information, evaluating evidence
  • Making and communicating decisions: good decision letters, meaningful apologies, appropriate remedies, learning from complaints.

This open course runs on the following dates and times: 

  • Module 1: 9 Jun 2021 (09:30 - 12:00)
  • Module 2: 15 June 2021 (14:00 -16:30)
  • Module 3: 17 June 2021 (14:00 - 16:30)

Please see our webpage for more information and details how to book a place

Updated: May 7, 2021