Course Summary
This one-day training course is your key to mastering Stage 2 complaints within the Scottish Public Services Ombudsman (SPSO) framework and the Model Complaints Handling Procedures.
Join our Stage 2 Complaints online training course to understand how to thoroughly investigate a complaint, after it has escalated from the frontline. Understand how to identify failings during the complaint process including recognising faults, resolving issues, and engaging empathetically with complainants during challenging interactions.
As part of the course, you can apply your knowledge and skills in a practical setting by reviewing and analysing a comprehensive Stage 2 complaint case study.
Discover how to make informed decisions, and communicate them clearly, write impactful reports, and ensure your decisions withstand scrutiny. Gain tools to handle difficult situations and review best practice for writing apology letters and offering compensation.
Understand how to plan an investigation to identify what went wrong and how to put things right. Determine the escalation criteria and leverage complaint data to improve services while promoting a culture of learning.
Join this course to raise your challenges, learn from peers and put your skills to practise in scenario discussions to test your approach.
