Complaint handling training is rarely about process alone. It’s about how conversations feel, how decisions are made, and how confident your people are under pressure.
Complaint Handling Training for Public Facing & Regulated Services
Our complaint handling training is practical, evidence-based and built around real-world complaint handling—helping teams manage risk, reduce escalation and make confident, defensible decisions.
Bespoke Training
Tailored programmes aligned to your policies, risks and service context.
Learn MoreMasterclasses
60–90 minute masterclasses focused sessions on communication, de-escalation and decision-making.
Learn MoreWorkshops (Half/Full Day)
Practical, scenario-based training using CLEAR, REASON and FAIR.
Learn More"They all loved the session and found it really informative.
We’re now creating a page from the content to support our
teams handling complaints on our phone lines"
Customer Services Manager
"Thank you for the session today Rachel, I thought it was really helpful seeing things from a different perspective!"
Concerns Manager
NHS Wales
Great presentation all made so much sense - will be passing onto my team Thank you
Paul Brown
Senior Loss Adjuster
FAQ'sFrequently Asked
Frequently Asked
Questions
Here’s a quick overview of how our training works and how we support different teams and organisations. You can find out more about each training offering in the relevant section.
All sessions can be delivered in person or online via Teams or Zoom. We tailor content and format to suit your organisation’s needs.
Yes. Sessions can be combined or adapted to create a programme that fits your organisation’s priorities, challenges and team roles.
Yes. Training is grounded in UK complaint handling expectations and best practice, and is adaptable across sectors including public services, regulated organisations and customer-facing businesses.
Absolutely. We can incorporate your policies, processes and real scenarios to ensure the training feels practical, relevant and immediately applicable.
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Book a call to discuss your complaint handling, training or investigation needs and discover how The Outcome Practice can support you.
