Complaint Handling Training Course

CPD Approved
Complaint Handling
For me
For teams
  • 100% online training

  • Start when you like

  • Learn on any device (desktop, mobile or tablet)

  • Instant assessment and result

  • 1 learner per course

  • Train teams of all sizes

  • Bulk discounts starting at 10% off 10 courses

  • Learn on any device (desktop, mobile or tablet)

£25 +VAT

include vat

Includes a 10% discount for 10+ courses

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. 

This course was last audited on: 10th Feb 2023
  • 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.
  • Same day digital certificate. Printed certificate posted the next working day

What you'll learn

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

Training you can trust

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)


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.

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.

Course reviews

How do our courses work?

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Purchase and payment

Add your chosen course to your basket. Once you’ve added all the courses you need, follow our step-by-step checkout process where you can purchase using Debit or Credit card.

For companies ordering 5 or more courses, you’ll also be given the option to pay by invoice.

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Course access

Once you’ve completed your purchase, look out for an email containing the details you’ll need to start your training.

Simply click the "Get Started" button on the email, and from there you can select whether the training is for yourself or for your team.

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If your delivery address is in the UK, we will send a hard copy of your certificate to your UK postal address once you’ve completed your course. Although we try to deliver your certificates as soon as possible, please allow 3-4 working days for delivery.

Don’t want to wait? You can instantly download your digital certificate as a PDF after course completion.

Additionally, please note that if your company is paying by invoice we can only issue certificates after your order has been fully paid.

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Continued support

Our friendly customer support team is happy to help at any stage of your training. Call us on 0333 006 7000 or contact, and we’ll do our best to answer any questions you may have. 

Additionally, have you seen our help page? It’s full of useful information to help guide you through your training experience.