Mastering Complaints – Empowering Leaders for Success

Course fee: HCPA Full Member: Fully funded*
Associate Member: £25+VAT | ACE Member: £33+VAT | Non-member: £50+VAT

Half day course via Virtual Classroom

This half-day, live online session is designed for established leaders who value collaborative, discussion-led learning. Delivered in a virtual environment that removes the need for travel and fits seamlessly into busy schedules, the session centres on conversation, shared experience, and peer insight. Participants are encouraged to engage actively with the facilitator and one another, exploring real scenarios and reflecting on best practice in a supportive, leader-focused space.

Through guided discussion and practical examples, this course helps you strengthen your approach to complaint management as a leader. You will explore common types of complaints, examine the complaint-handling process, and discuss investigatory techniques that support fair, evidence-based decision-making. The session also highlights how a culture of constructive feedback and continuous improvement can turn complaints into meaningful opportunities for growth and organisational learning.

Learning objectives:
• Identify common types of complaints
• Explain the benefits of implementing a feedback process
• Analyse the stages of the complaint handling process
• Utilise investigatory techniques for evidence-based conclusions
• Explain the positive outcomes of complaints

*Please note: As per our T&C’s, this course carries a fee in the event of non-attendance, non-completion or late cancellation.
Bookings of more than two delegates per site may be amended to allow access to all member organisations at the discretion of HCPA.
Delegates who are late may not be admitted into the training and a cost incurred.