www.wmca.training

Senior Team Training:

Handling Complaints & Feedback

2 December 2026

10.00am - 4.00pm

Online

Cost :

WMCA Members £45.00

Non Members £65.00

(all prices include VAT)

Course Description:

This session supports staff to manage complaints professionally and use feedback to improve service quality.

Learning Outcomes:

• Respond to complaints appropriately
• De-escalate difficult situations
• Record and investigate concerns
• Use feedback to improve practice
• 
  

Who is it for:

Care staff, team leaders and managers.

Aligns with:

• Module 10 – Complaints & Continuous Improvement
• Module 4 – Communication & Conflict Management
• Module 5 – Partnerships & Co‑production
• 
  

(Of the Skills for Care Management Induction Standards)

Why:

Managing complaints requires effective communication, de‑escalation, learning from concerns, and involving individuals in service improvements all strongly tied to complaints, communication and partnership.

Course Ref MAN8

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