Fact finding for complaint management

This course provides you with an understanding of the three stages of complaint handling, and the tools to conduct complex inquiries into a complaint.  

This training is suitable for complaint handlers who may be required to undertake more complex inquiries or preliminary investigations into a complaint. 

6-hour workshop, including breaks, face-to-face delivery. 

This course covers complaint handling principles: 

• Inquiries - speaking to the complainant and other relevant parties in order to clarify facts and issues​ 

• Fact finding – for complex inquiries and detailed information gathering in a systematic and considered manner 

This course includes: 

• Facilitator-led workshop where students progress through a detailed and interactive case study, resulting in having and being able to use the tools obtained to conduct more complex inquiries into a complaint.   

By completing this training, you will gain knowledge to help you to: 

• determine whether further inquiries/ information gathering is required  

• conduct fact finding in a methodical and systematic manner  

• analyse information and material, write findings and develop recommendations.