Supporting Businesses Through COVID-19
We want to reassure customers that all of our training courses are still available online and we are here to support our learners.
We've developed a range of courses and free resources to help our customers stay safe, effective and engaged during the COVID-19 pandemic.

Complaint Handling Training Course

Online Certified Course

Certified Online Course
Complaint Handling Training Course
£25 +VAT

Complaint Handling Training Course

This training course teaches you how to handle and solve any complaints you receive. Complaints are inherent to every business, and it’s essential that you know how to handle them correctly. Whether your complaint is over the phone, via email, on social media, or made in person, our training course will give you the skills you need to handle it appropriately and resolve it successfully.

  • Fully online training course and assessment.
  • Flexible training you can take at your own pace.
  • Train on any device with an internet connection.
  • Get certified in 2 hours.
  • Downloadable certificate on completion.
  • High quality certificate posted next working day.

Who Is This Course For?

This course is suitable for anybody who deals with complaints as part of their job role, or anybody who may have to handle a complaint. This includes, but is not limited to dedicated company complaints teams, customer support teams, letting agencies and property agents, retail environments and restaurants.

job-icon Retail Workers
job-icon Hospitality Workers
job-icon Complaints / Call Centre Teams
job-icon Customer Support Teams


CPD Certified logo

On successful completion of the course you will be sent a quality assured certificate through the post the next working day. This can be used to provide evidence for compliance and audit.

All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.

Course Preview

This course contains four interactive training modules for you to work through at your own pace. After finishing these, you’ll need to pass an assessment to complete your training, which can be taken as many times as you need with no extra charge. Once sucessfully completed, your high quality certificate will be posted the next working day; alternatively you can download a digital copy straight away.

If you would like to try this course for free first, you can register for a demo. You will be given the option to purchase and continue with your course at the end of your demo.

Module Content

Module Description
1 Introduction to Complaint Handling Having a customer complaint process is vital for every business. You will learn why customers feel they need to complain and what they expect to achieve from it, whilst also learning how a good complaints process can benefit your business.
2 Receiving Complaints Complaints can arise through a number of different forms, from phone to social media to in person. Here you will learn how to react to these complaints and how to structure any response to the complainant.
3 Investigating Complaints Any complaints you receive need a thorough investigation process. Here you will learn about what considerations need to be taken into account when deciding to investigate a complaint, and the 3 steps to carrying out an investigation. You will also understand how to deal with the complaint with impartiality.
4 Using Complaints to Improve Finally, you will learn how to review your complaint handling process and examine other ways to reduce the number of complaints you receive.

View Course Overview (PDF)

Learning Aims

By taking this training, you will:

  • Understand the primary reasons for complaints and use them to improve your business
  • Know how to respond to complaints over the phone, via email or letter, through social media, or from a review
  • Be able to investigate complaints in a timely and successful manner
  • Learn how to respond appropriately to a range of situations
  • Become skilled in implementing and reviewing a complaints handling process


Once you have completed all of the online training material for the course, you will be able to take the online assessment.

The assessment consists of 12 multiple choice questions with a pass mark of 75%.

The answers are marked instantly so you will know whether you have passed as soon as you finish. If you don’t pass the assessment you can review the course material and take the assessment again as many times as necessary at no extra charge.

How It Works

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Purchase & Payment

Purchasing your training couldn’t be easier. Simply find your desired course and add it to your basket. Then, follow our easy, step by step checkout process.

You can pay for any of our courses online by Debit or Credit card or PayPal. You will also be given the option to pay by invoice if you order five or more courses.

Course Access

Once you’ve purchased your course, we’ll instantly send you an email containing your username and password. You can use these to log in to your training and get started.

If you’ve purchased multiple courses for training your team, we’ll email you a list of login details that you can distribute to your staff.


Upon completion of your training, we’ll send you a quality assured certificate by post the next working day. This can be used to provide evidence for compliance and audit.

You can also instantly download a PDF version of your certificate upon course completion.

Our friendly customer support team are happy to help at any stage of your training. Alternatively, you may find the information you're looking for on our Help page

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