Professional Award in Complaints Handling and Investigations (BTEC Level 5)

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Professional Award in Complaints Handling and Investigations (BTEC Level 5)

Allow you to demonstrate that you have the knowledge and procedures to ensure you can competently carry out complaints investigations to best practice standards
Enhance existing competencies and skills
Help create a standardised approach across your organisation which will improve service delivery
Enable you to review your current complaints handling procedure and identify improvements

Overview

Off the shelf (OTS)

For any organisation, it is essential that the handling of a complaint, any subsequent investigation and the reporting of findings and recommendations are carried out professionally and to best practice standards. Often staff tasked with undertaking a complaints investigation on behalf of their organisation have had little or no formal recognised training in this area.

The qualification is made up of the following 1-day courses:
Process, Procedure and Information Gathering (1 day)
Questioning and Communication Techniques (1 day)
Responding to Complaints – Letter and Report Writing (1 day)

Learners who undertake the 3 days of complaints handling training programme and successfully complete the post-course assessments will be eligible for the Professional Award in Complaints Handling and Investigations (BTEC Level 5), accredited by Pearson (formerly referred to as Edexcel).

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