This module will cover the definitions of a complaint and complainant, the complaints handling rules​, root cause analysis​, investigating, assessing and resolving complaints​, communications with complainants and the forwarding and reporting rules.


Full Description

By the end of this module you will know what constitutes a regulated complaint​, understand the importance of recording and monitoring​, learn about Root Cause Analysis​, be able to deal with complaints effectively​ and be able to review your complaints handling procedures to determine if they are fit for purpose and deliver the right outcomes​.