In this two-day course you will explore the reasons for complaining and the experience of both complainant and investigator. You will become familiar with the legislative framework, the stages of a complaint, the role of the Investigating Officer and key issues such as confidentiality, diversity and person-centred practice. You will have the opportunity to practice the skills of investigating, interviewing and report writing.

By the end of the course you will be able to deliver a high standard of complaints investigation that is compliant with regulations.

“The training provided us with the opportunity to be able to share opinions and discuss any barriers to the investigation of complaints from the perspective of the Team Manager, Complaints Manager and Investigating Officer. Very enjoyable and enlightening two days.” Rotherham City Council

Learning outcomes

By the end of the course, you will be able to:

Day 1

• Discuss the reasons for complaining and the experience of the complainant
• Summarise the legislative framework for complaints
• Utilise Local Authority complaints procedures and processes
• Explain the role of the Investigating Officer
• Explain how to adopt a child-centred approach that maintains professional values

Day 2

• Discuss the relationship between stage 1 and stage 2 of complaints
• Summarise the skills involved in investigating, interviewing and report writing
• Demonstrate good practice in investigating a complaint
• Assess the capacity of complaints to effect positive change

Course information

This is a 2 day course including a free copy of Get It Sorted – a young person’s guide to advocacy & complaints.

Also recommended

Stage 3 Panels for Children’s Act Complaints; Complaints and Beyond.

 Publications

Shout to be Heard – stories from young people in care about getting heard, using advocates and making complaints.

Click below to download the course leaflet.