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Effective complaints handling is an important part of providing safe, respectful and person-centred health and social care. Responding to concerns appropriately can help organisations understand people's experiences, resolve issues, improve services and maintain trust.
This CPD-accredited Complaints Handling course is designed for care workers, healthcare assistants, support workers, nurses, managers, supervisors and other professionals who may receive or respond to complaints in health and social care settings. Learners will develop an understanding of complaints handling, effective communication, complaint investigation, resolution strategies, corrective actions, complaint prevention and approaches to managing complex or serious complaints.
CPD Accredited
Certificate Included
Learn at Your Own Pace
1.5 hours
Quizzes covered in each module
Effective complaints handling
Communication and resolution skills
*For individual learners. Need to train multiple staff? See Organisation pricing
Why This Course Matters
Build confidence in responding to complaints professionally and respectfully.
Improve communication skills when dealing with concerns and difficult conversations.
Support effective investigation and resolution of complaints.
Use complaints and feedback to identify opportunities for service improvement.
Strengthen awareness of appropriate approaches to complex and escalated complaints.
Did You Know?
Complaints can provide valuable feedback about people's experiences of care and can help organisations identify opportunities to improve the quality and safety of their services.
Why Learn With Carelearner
CPD Accredited Certificate
100% Online & Self-Paced Learning
Instant Digital Certificate on Completion
Works on Desktop, Tablet & Mobile
Industry Best Practice
Earn Your CPD Certificate
Complete the course and pass the final assessment to receive a CPD-accredited certificate ready to download, print and keep on file for inspection.
What's Inside the Course?
Here are the modules you will cover in this course:
Introduction to Complaints Handling
Introduces the importance of complaints handling in health and social care and explores the role of effective responses in maintaining quality and trust.
Communication Strategies for Handling Complaints
Covers communication approaches that can help professionals listen effectively, respond respectfully and manage difficult conversations.
Investigating Complaints and Resolution Strategies
Explores the principles of investigating complaints, gathering relevant information and identifying appropriate ways to resolve concerns.
Complaint Resolution Techniques and Corrective Actions
Covers practical approaches to resolving complaints and explores the role of corrective actions in addressing issues and improving services.
Preventing Complaints in Health and Social Care
Explores approaches to identifying potential service issues, improving communication and reducing avoidable complaints.
Handling Complex and Escalated Complaints
Covers approaches to managing complaints that are more complex, sensitive or require escalation within an organisation.
Emergency Procedures and Handling Serious Complaints
Explores appropriate responses to serious complaints and situations requiring urgent action, escalation or additional support.
Final Assessment and Certification in Handling Complaints
Consolidates the key principles of complaints handling and provides an opportunity to demonstrate understanding through the final assessment.
Who Is This Course For?
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Care Workers
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Healthcare Assistants (HCAs)
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Support Workers
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Senior Carers
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Nurses
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Residential & Nursing Home Staff
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Domiciliary Care Staff
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Supported Living Staff
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Agency Care Professionals
Meet the Expert Behind Your Course
Manu Thomas is an Advanced Clinical Practitioner, Former CQC Specialist Advisor and NHS Clinical Entrepreneur Programme Fellow. As the Founder of Pentafold Ltd and CareLearner, and a member of a NICE professional committee, he brings extensive clinical, regulatory, and healthcare innovation expertise to the development of this course.
Learning Outcomes
After completing this course, you will be able to:
Receive a CPD-accredited certificate upon successful completion
Strengthen your professional portfolio with accredited training.
Safely assess manual handling operations before providing support.
Choose appropriate techniques and equipment for different situations.
Understand the principles of complaint investigation, resolution and corrective action.
Understand how complaints can be used to support continuous improvement in care services.
FAQ
What is the Complaints Handling course about?
This course provides an understanding of effective complaints handling in health and social care. It covers communication, complaint investigation, resolution strategies, corrective actions, prevention and managing complex complaints.
Who should take this Complaints Handling course?
This course is suitable for care workers, healthcare assistants, support workers, nurses, senior carers, managers, supervisors and other professionals who may receive or respond to complaints in health and social care settings.
What will I learn from this course?
You will learn about effective communication, investigating complaints, resolution techniques, corrective actions, complaint prevention and approaches to handling complex or serious complaints.
Is this course suitable for beginners?
Yes. The course provides a clear introduction to complaints handling and is suitable for learners who are new to the subject as well as those who want to refresh their existing knowledge.
Can I complete this course online?
Yes. The course is delivered online, allowing you to complete the training at your own pace and from a location that suits you.
Can I complete this course on my phone?
Yes. The course is fully responsive and can be completed on desktop, tablet or mobile devices. Learn at your own pace, wherever and whenever it suits you.
How long does it take to complete the course?
The course is designed for flexible, self-paced learning. The time required will depend on your individual learning speed and how you choose to work through the course materials.
Will I receive a certificate after completing the course?
Yes. Upon successful completion, you will receive a CPD-accredited certificate that can be used as evidence of your continuing professional development.
Is this course CPD accredited?
Yes. This Complaints Handling course is CPD accredited, demonstrating that it meets recognised standards for Continuing Professional Development.
Can I study at my own pace?
Yes. The course is designed for flexible, self-paced learning, allowing you to work through the training at a time and pace that suits your schedule.