Complaint Handling Training Course

Complaint Handling
£25 +VAT

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 should take this course?

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 dedicated company complaints teams, customer support teams, letting agencies and property agents, retail environments and restaurants.


CPD Approved

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

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. 

Screenshots (click to view)

If you wish to try this course then register for a demo by clicking the 'interactive demo' button. You will be given the option to purchase and continue with your course at the end of your demo!

Interactive Demo

Course content

1Introduction 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.

2Receiving 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.

3Investigating 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.

4Using 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.

 Download Course Overview (PDF)

Aims of the course

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.