Training Programmes
Practical, evidence-based training designed to strengthen how your teams handle complaints, communicate under pressure and make defensible decisions. Choose from half-day workshops, full-day programmes or in-depth two-day development.
Half Day Training Options
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Investigating Complaints: Core Skills
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Communication Skills Under Pressure
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Decision-Making & Bias Reduction
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De-Escalation Under Pressure
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Complaints Triage & Risk Identification
What to Expect
Our half-day sessions provide focused, practical learning that teams can apply immediately. Each workshop blends clear guidance, real-world examples and scenario-based exercises to build confidence and capability.
Who It’s For
Ideal for frontline staff, investigators and team leaders who need targeted skill development without releasing teams for a full day. Sessions are suitable for Housing, Local Authorities, NHS, Police, Primary Care, Charities and customer-facing services.
Full Day Training Options
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Advanced Complaint Investigation Skills
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Complaint Handling for Managers
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Writing High-Quality Complaint Responses Workshop
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Influencing, De-Escalation & Difficult Conversations
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Early Resolution & Frontline Confidence
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Trauma-Informed Customer Contact
What to Expect
Full-day programmes provide deeper learning, with time for applied practice, scenario work and reflective discussion. These sessions give teams the space to develop stronger skills, build confidence and apply structured techniques to more complex complaint situations.
Who It’s For
Designed for organisations wanting a more comprehensive uplift in capability. Ideal for investigators, managers, frontline teams and specialists in Housing, Local Authorities, NHS Trusts, Primary Care, Police and wider public-facing services.
Two Day Training Options
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Accredited Complaint Investigation Programme
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Leadership in Complaint Handling & Service Improvement
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Trauma-Informed Complaint Practice Programme
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Comprehensive Complaint Handling Academy
What to Expect
These in-depth programmes provide a complete development experience, combining structured learning, practical exercises, reflective practice and applied tools. Over two days, teams build advanced capability and leave with skills that translate directly into improved outcomes.
Who It’s For
Ideal for organisations seeking a deeper culture shift or large-scale skills uplift. Suitable for investigators, senior leaders, complaint managers, quality teams and specialist services across Housing, Local Authorities, NHS, Primary Care, Police and wider public-facing sectors.
// FAQS
Frequently asked questions
Here are the most common questions organisations ask when booking training. If you need anything more specific, we’re always happy to help.
Let's Talk
Most sessions work best with 15-30 participants, depending on the format. This size allows for meaningful discussion, practical exercises and individual support. Larger groups can be accommodated with some adaptation—just let us know what you need.
Yes. All training can be delivered in person at your organisation or online via Teams or Zoom.
Online delivery works especially well for dispersed teams, while in-person sessions offer a more immersive, collaborative experience.
Absolutely. Many organisations build their own combination of half-day workshops, full-day sessions or multi-day programmes.
If you're looking for a tailored package, please visit our Bespoke Training page for more information.
Yes. Participants receive slides, tools, templates and guidance they can use straight away. Follow-up sessions or refresher workshops can be added if you’d like additional support embedding the learning.
Our training is designed for any public-facing organisation handling complaints, investigations or customer contact. It’s particularly suited to Housing Associations, Local Authorities, NHS Trusts and Primary Care providers, Police services, Charities and Contact Centres.
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