An appropriate response and the opportunity to learn from a complaint require an investigation that is systematic, complete and addresses the complainant’s specific concerns. Often clinical and administrative personnel tasked with carrying out the investigation have had little or no training to do so. This can lead to a complaint escalating to the second stage which can be both costly and disruptive to the organisation.

Bond Solon has designed three 1-day courses which cover the core competencies of handling complaints to best practice standards. These courses increase delegates’ knowledge and confidence to investigate a complaint professionally and effectively to resolve the complaint at the earliest stage.

Our courses can lead to a nationally recognised qualification, the 3-day Advanced Professional Award in Complaints Handling & Investigations, accredited by the awarding body Edexcel to BTEC Level 7.

Bond Solon has been working with a large number of NHS Trust and Local Authority Complaints Departments across the UK, including early adopter sites. Additionally we provide training to a number of ombudsman and regulators including: the Office of the Parliamentary & Health Service Ombudsman, the Scottish Public Services Ombudsman, the Public Services Ombudsman for Wales, the Northern Ireland Ombudsman's Office and the Health Professions Council.

For an overview of our Complaints Handling and Investigations Training, view our brochure here.

If you would like to discuss our Complaints Handling & Investigation courses and/or qualifications further, please contact us on 020 7549 2549.