Resources and Events

Join us to uncover the hidden biases that sneak into complaint handling, even when organisations think they’re doing it right.

Even in well-run organisations, complaint handling decisions don’t always land as intended.

Often, it’s not a lack of process or intent… it’s the subtle influence of bias.

In this short, practical 30-minute lunch & learn, we’ll explore some of the most common (and often overlooked) biases that can shape how complaints are assessed, investigated and responded to.

Drawing on real-world experience across policing, ombudsman investigations and public service governance, this session will focus on how bias shows up in practice… and what you can do about it.

We’ll cover:

• Why bias is a normal part of decision-making (and why that matters)
• Common biases in complaint handling and investigations
• Practical ways to introduce more independence and balance into your approach

This session is designed to be accessible and useful, whether you’re directly handling complaints or overseeing them at a governance level.

Feel free to join with camera off, grab your lunch, and take away a few practical insights you can apply straight away.

There will also be an opportunity to chat more afterwards if you’d like to explore the content further or ask specific questions.