Current dates available for booking

Local authorities:

• 13 May 2025
• 18 June 2025
• 10 July 2025

Care providers:

No dates currently available

 

 

About our courses

Our online courses share good practice on accepting, investigating and deciding complaints for councils and social care providers. Responding to complaints effectively and proportionately supports continuous improvements in organisations and improved customer satisfaction.

Who is it for?

This course is for staff and managers who are responsible for investigating and making decisions about complaints across the wide range of services delivered by local authorities, care providers and other organisations we receive complaints about.

If you want to book training for five or more delegates you should can find out how to make a group booking here.

Course content

The training covers the principles and expectations for effective complaint handling, including our Complaint Handling Code for local authorities and best practice procedures for care providers.

Delivered by experienced Ombudsman investigators, delegates will benefit from more than 50 years of expertise in complaint investigation, decision-making, and remedy recommendations.

Key details

• Delivery: Online via MS Teams
• Duration: Four and a half hours 
• Cost: £85 (places on each date are limited to one person per organisation)  

What will delegates learn?

• Appreciating people’s experience of raising complaints
• Understanding expectations for complaint handling in different services
• Defining and analysing complaints
• Investigating complaints and evaluating information
• Preventing and managing unreasonable interactions with complainants
• Reaching sound decisions and communicating them effectively
• Writing effective apologies and remedying complaints
• Using learning from complaints to drive service improvements

What happens on the day?

We deliver our interactive training to delegates via Microsoft Teams. The training includes group discussions and exercises in online breakout rooms to give delegates a chance to share learning.

Delegates will follow a single complaint from receipt to decision, working together to understand the complaint, review a decision letter, and decide on an appropriate remedy.

Additionally, delegates will discuss managing challenging interactions with complainants and identifying organisational issues that may lead to faults. Our experienced trainers will also share their own insights throughout the session, drawing on examples of real complaints they have looked at, and our view of best practice.

How to book our training

Email training@lgo.org.uk with your completed booking form (available to download from this page)  or any questions about our training.