This course is most suited to managers and staff who have to operate the new Model Complaints Handling Procedure (MCHP) introduced in January 2026.

One of the most frequent challenges in any health and social care setting is when a complaint is received about a service. When complaints are handled thoroughly and carefully in a professional and transparent timely manner litigation is often avoided.

Complaints should be treated with a positive approach and after careful investigation, any learning should be shared with everyone in that service, as appropriate.

The new MCHP sets out new standards for how the Health and Social Care services manage complaints including a new two Stage process which is expected to be adopted by all organisations.

This training sets out guidance for staff to ensure the new standards are embedded in practice and meet statutory requirements and contains key information which must be provided by all organisations to service users. This course will assist staff to establish a simple, accessible and compassionate approach to complaints handling.

By the end of the course the learners will:

• gain a clearer understanding of the new Two Stage process in the handling of complaints and the principles underpinning the new complaints handling procedure
• understand what people can complain about and issues that are not appropriate to investigate through the complaint’s procedure or fall outside the complaint’s procedure
• recognise what to do with people who are dissatisfied but don’t want to complain
• learn how to deal with anonymous complaints, and the expected timelines for responding.
• Identify what information should be included in guidance for staff and service users including complaints resolution approaches
• appreciate the expected behaviour of service users and investigating staff
• consider issues of consent and capacity and the interface required with safeguarding and child protection teams
• explore all matters of good complaints governance including recording, monitoring compliance and performance.

This course is interactive and will use over nine real case examples to reflect the above learning outcomes.  Each case example sets out samples of anonymised complaints, describes good practice and communication required and details possible actions that should be followed.