Complaints and Compliments

Raise awareness on how to effectively manage customer complaints and feedback

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Key Learning Points:

  • What constitutes a complaint
  • Appropriate handling of complaints
  • Ensuring customers are kept informed
  • Importance of keeping records of complaints
  • What information to capture when logging an incident
  • Appropriate time scales are for responding to a complaint

Course Overview

This immersive online training course covering Complaints and Compliments is designed to help organisations raise awareness of how employees can handle the process for receiving complaints and compliments.

The course particularly looks at the best practice around logging, managing and resolving complaints and compliments.

It also explains how to react and respond effectively and what the appropriate steps are for each instance and the importance of having and following a suitable policy for customer complaints and compliments.

Course Details

  • Course duration: 15 minutes
  • Available for translation

    Cost effective solutions exist for 70+ languages.
  • Engaging online course
  • Certificate on completion
  • Regular course updates
  • Course can be tailored using Adapt Authoring Tool
  • Course can be tailored to meet your specific requirements
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The Assessment

Learners will face a number of scenarios involving Johnnie and dealing with customer correspondence and helping Johnnie take the right decisions. Each time a learner gets the correct answer, they are helping Johnnie keep the customer rating up. To successfully complete the course, learners must answer 80% of the questions correctly and keep the customer rating up. On successful completion of the assessment, learners will receive a certificate of achievement. Learners can take the assessment again to improve their score.

2 Ways of Purchasing

You can purchase our courses individually or for even better value you can purchase the complete range of Compliance, Health and Safety or Performance Management courses in one neat bundle.

1. Individual Licenses

If you buy courses on an individual bases you pay a price per learner, per course per year. You can run these courses on your own LMS if Xapi/SCORM compliant or you can take them online.

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2. Complete Bundle

Buy all of the Compliance, Health and Safety or Performance Training courses in one great value package and receive unlimited benefits including our AI driven Learning Experience Platform, Astute.

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1. Individual Pricing

Number of Learners Cost (per year)
1 - 10 29 / per learner
11 - 20 25 / per learner
21 - 50 20 / per learner
51 - 100 15 / per learner
101 - 150 10 / per learner
150+ POA

Exchange rates are updated regularly but are only intended as a guide.

2. Complete Bundle Pricing

If you buy all the Compliance, Health & Safety or Performance Training in a complete bundle, all features come as standard, no matter the size of your organisation!

Number of Learners Cost (per year)
50 - 100 30 / per learner
101 - 200 25 / per learner
201 - 300 21 / per learner
301 - 400 18 / per learner
401 - 500 15 / per learner
501 - 750 12.50 / per learner
751 - 1000 10 / per learner
1001 - 2500 8 / per learner
2501 - 5000 6 / per learner
5000 - 10,000 5 / per learner
10,000 + POA
Included Features
  • All courses in our catalogue
  • Our Learning Experience Platform ‘Astute’
  • New courses added regularly
  • Branded, downloadable posters
  • Customise Course Content for Your Team
  • Regular course updates
  • Dedicated Account Manager
  • Unlimited help desk support

Exchange rates are updated regularly but are only intended as a guide. Prices are based on a 2 year contract.

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Handling Complaints Correctly

Dealing efficiently and fairly with a customer complaint is not just about good customer service. It can help protect your organisation's reputation and its brand. Your employees are on the frontline when dealing with customers and responding to any the complaints or concerns they may have. It is vital to train your staff on understanding the significance of effective customer complaints handling and maintaining good relations with their customers – even when things don't always run smoothly.

Handling Complaints Correctly


If you have any questions that are not covered here, please get in touch.

Why is customer services important?
Businesses that aim to provide a high level of customer service very often also see higher levels of overall customer satisfaction. By offering consistently high levels of customer services, businesses can benefit from increased sales, better rates of customer retention, customer loyalty, boost in brand reputation and a highly motivated workforce willing to go the extra mile.
What is a customer complaint?
A customer complaint is often a formal notification to a business that a customer is unhappy with their products or services. The most common complaint is often that a product or service lacking the standard they expect from a business. While not all customers will take the time to contact you and express their disappointment, but the feedback can be valuable to businesses in a variety of ways.
What is a complaints procedure?
It is a formal process intended to ensure that all complaints are handled fairly and consistently, and wherever possible resolved to the complainant's satisfaction and in line with FCA regulations. Businesses are required to acknowledge a formal complaint in writing, respond within a stated period of time, deal reasonably and sensitively with the complaint and take action where appropriate.

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