Ombudsman - from early resolution to the Ombudsman - complaints management masterclass

Poorly handled complaints lead to dissatisfied customers, additional time and management costs and unwanted distractions for staff.

Ombudsman - from early resolution to the Ombudsman - complaints management masterclass

From early resolution to the Ombudsman This course can be tailored to your specific needs, from strategically and operationally managing complaints processes, links to service improvement, how to avoid the Ombudsman calling, but what to do if they do, to sharing tools to investigate and respond to individual complaints, and everything in-between!

Training content

In July 2016 the Institute of Customer Services produced the UK Customer Satisfaction Index which highlighted that the top 50 organisations were differentiated by high performance in complaint handling and that only excellent complaint handling produces high customer satisfaction.

Complaints are not only costly in time and resource, but can cause reputational damage. The further they escalate, the bigger the impact on resources, especially once they reach the Ombudsman.

This interactive training will be tailored specifically to your organisation’s needs, using real case studies to maximise impact and buy in, and will include covering all aspects of complaints management required. This can include:

  • The importance of a well managed complaints service
  • Organisational and individual culture towards customers and complaints
  • How to avoid the Ombudsman calling (and how to deal with them if they do)
  • Dispute resolution principles
  • Case studies
  • Risk
  • Localism and designated persons
  • Responding to an Ombudsman enquiry
  • How to deal with “serious detriment”
  • Maximising early intervention and resolution
  • Complaint investigations and responses
  • Quality assurance and performance management techniques
  • Recording, monitoring and reporting
  • Trend analysis, access, equality and diversity and customer journey mapping
  • The role of customers in complaints management
  • Learning cycles and continuous improvement
  • Policy and procedure development, including approaches to compensation and vexatious complainants
  • Emerging issues - complaints via social media.

Who should attend?

The training is tailored dependent upon the audience and organisations requirements, it is ideal for all staff involved in complaints management, housing/repairs managers, team leaders, service development and performance managers and heads of service.

Richard Walker

Customer service Richard Walker

Richard Walker is an HQN trainer and associate and has extensive knowledge and experience of customer service management, both operationally and strategically, having worked in the housing sector for over 20 years. Richard has proven success of both developing and turning round complaints services and he has undertaken numerous reviews and training sessions as a trainer and consultant. He is a trained Customer Service Excellence assessor and has also operated in a private sector customer service environment. His practical and relaxed training style ensures attendees engage and get the most out of his sessions.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing