SPSO Complaints Investigation Skills Training - Tuesday 3 March 2026

Our online Complaints Investigation Skills course is aimed at staff who investigate complaints at stage 2 of the Model Complaints Handling procedure and will last approximately 5 hours long including breaks. The course is trainer-led and delivered online via Teams. It covers:

• Preparing to investigate complaints: what people expect when complaining, influences on decision-making, summarising complaints, talking to complainants
• Investigating complaints: planning your investigation, key questions to ask, identifying sources of information, evaluating evidence
• Making and communicating decisions: good decision letters, meaningful apologies, appropriate remedies, learning from complaints.

Places will be filled on a first come first serve basis so please submit your booking at your earliest convenience for best chance at guaranteeing your organisation’s delegates a place. We facilitate 4 sessions in the day with each session having a maximum of 15 participants so we cannot guarantee that your staff will be in the same session.

Refunds allowed up to 10 days before the training. Refunds exclude Eventbrite fees. If you request a refund, you will receive the ticket price only. Eventbrite’s service and processing fees are non-refundable.