COURSES > SERVICE IMPROVEMENT

Handling and Investigating Stage 2 Complaints

Respond and Act to Complaints

Chaired by
Stuart Purcell

Available Dates

Date & Time

4 December, 2024
09:25 - 16:15

Venue

Availability

Purchase

Virtual using Zoom

New Course - Limited Spaces Available

Overview

Complaint handling in the public sector can be complex. When a complaint is escalated to stage 2, it often requires a detailed examination, or is considered serious, high risk, or high profile.

Our CPD certified and highly interactive course Handling and Investigating Stage 2 Complaints is led by Stuart Purcell, a renowned complaint-handling expert and Chair of the National Complaints Manager Group. The course equips you with the essential tools and skills needed to effectively investigate and resolve Stage 2 complaints.

On this course you will gain a better understanding of Stage 2 complaint investigations across the public sector and learn how to refine your investigative procedures and enhance your approach to handling sensitive cases.

Develop critical analytical skills to perfect your investigations, and discover how to communicate your findings to key stakeholders in the most compelling and effective way.

By the end of the day, you'll leave with a practical toolkit on stage 2 complaint investigations, ready to apply within your role.

Stuart Purcell
Corporate Complaints Manager

Stuart Purcell is a Complaint Manager in Local Government (currently with Rotherham MBC) with 20 years’ experience of front line complaint investigation and complaint handling practice across all areas of service delivery.

Since 2018 Stuart has been chair of the National Complaints Managers Group. The group is a forum representing professionals delivering complaints, dispute resolution and associated functions in primarily in Adult Social Care, Children & Families Social Care and Education within Local Authorities in England. It supports complaints managers by facilitating peer support through regional and national networks. By sharing information, ideas, advice and experience the group helps to inform and improve best practice.

Learning Outcomes

  • Gain an overview of Stage 2 investigations across the public sector

  • Review regulation when it comes to Stage 2 complaint investigations

  • Perfect your investigation procedures

  • Learn how to better handle sensitive cases

  • Take back a Stage 2 complaint investigation toolkit to your organisation





All the Understanding ModernGov courses are Continuing Professional Development (CPD)
certified, with signed certificates available upon request for event.


Enquire About Bespoke Training For Your Team

0800 542 9414
InHouse@moderngov.com

Agenda

09:00 - 09:30 Registration

09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives

10:00 - 10:45 Overview of Stage 2 Complaints

  • Review current best practice and guidance for stage 2 and form complaint handling across the public sector

  • Adapt to and consider the best practice required by the Housing Ombudsman and the proposed Local Government & Social Care Ombudsman Complaint Handling Code

  • Understand the UK Central Government Complaint Standards

10:45 - 11:00 Morning Break

11:00 - 12:00 Investigation Procedures

  • Develop more effective investigation procedures

  • Improve your response rate to stage 2 complaints

  • Why is the complaint now a stage 2 investigation?

  • Learn how to effectively engage with the complainant and key stakeholders

12:00 - 13:00 Handling Sensitive Cases

  • Effectively manage risk

  • Gain tactful approaches to handling high-profile cases

  • Showing discretion when needed

13:00 - 14:00 Lunch

14:00 - 14:45 Analysing and Communicating Findings

  • Develop analytical techniques to determine next steps

  • Establish what information needs to be put in your formal response to the complainant

  • Determine the level of detail

  • Gain advice on managing difficult conversations in case a complainant disagrees with the outcome

14:45 - 15:00 Afternoon Break

15:00 - 16:00 Workshop: Develop a Stage 2 Complaint Investigations Toolkit

Review the days learning to help develop your stage 2 complaint investigation tooklit

  • Develop procedures to improve the level of your investigations

  • Work with the trainer and other delegates, to identify and overcome missing areas in your current investigation procedures

  • Utilise stage 2 complaints to improve service delivery

  • Take back a stage 2 complaint investigation toolkit to your organisation

16:00 - 16:15 Feedback, Evaluation and Close

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