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Effective Complaint Handling cover image

Effective Complaint Handling
Hamilton Mercer

Summary

Price
Save 34%
£387 inc VAT (was £595)
Offer ends 29 September 2026
Study method
Classroom
Duration
1 day · Full-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Certificates
  • CPD Certification - Free
Additional info
  • Tutor is available to students

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Location & dates

Location
Start date
End date

10/03/2026
10/03/2026

End date: 10/03/2026

Additional info: 9.15am - 4.30pm

Address
20 Mercer Street
Covent Garden
London
WC2H9HD
United Kingdom
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07/05/2026
07/05/2026

End date: 07/05/2026

Additional info: 9.15am - 4.30pm

Address
20 Mercer Street
Covent Garden
London
WC2H9HD
United Kingdom
View on Map

Overview

Hastily trying to 'close complaints', hiding behind a complaints procedure', or viewing complaints as an "inconvenience" are sure-fire ways to frustrate customers.

Hamilton Mercer’s Service Methodologies™ empower individuals to take ownership of complaints, adjust communication styles as needed, and find mutually beneficial solutions.

Certificates

CPD Certification

Hard copy certificate - Included

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

CPD

6 CPD hours / points
Accredited by The CPD Standards Office

Description

Learning Objectives

Upon completing this course learners will be able to:

  • Handle complaints across all communication channels with confidence and professionalism.
  • Defuse emotionally charged people and regain the complainant’s trust.
  • Quickly establish the root cause (drivers) of complaints and the desired outcomes of complainants.
  • Conduct ‘fair’ investigations, present sustainable solutions, and manage complainant expectations.
  • Share valuable insights with internal departments to reduce the likelihood of future complaints.

Return on Investment

Performance outcomes include:

  • Business growth through increased customer retention and recommendations.
  • Fewer unnecessary escalations to managers (and external regulators).
  • Better reporting / categorisation of complaints.
  • Fewer future complaints due to proactive product / service improvements.
  • Uplifted staff confidence, efficiency, satisfaction and morale.

Who is this course for?

This course is designed for individuals of all experience levels and seniority who manage complaints across various communication channels, including face-to-face, telephone, and written formats such as email, live chat, and social media.

Requirements

Learners do not require any prior qualifications to enrol on this Effective Complaint Handling Course.

Questions and answers

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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