Complaints Management training

The number of complaints made against organisations is increasing with a corresponding increase in the number remaining unresolved after one year. The organisational cost in dealing with complaints is significant.

It is therefore essential that organisations have a robust, efficient and effective complaints management process that concentrates on resolving complaints at the time of the first written response or very soon thereafter.

MCM Associates' complaints management training concentrates on three fundamental areas where organisations often fall down - the investigation, the response and the resolution of difficult complaints. Complainants are often dissatisfied by inadequate investigations and responses that fail to answer their perceived concerns. A carefully drafted response based on a thorough investigation can stop a complainant in their tracks, avoiding protracted correspondence and requests for independent reviews and compensation. 

MCM Associates also specialise in training complaints management staff to identify when a compensation payment is warranted and quantify how much compensation ought to be paid. This area is likely to become increasingly important as the changes proposed by the Lord Chancellor in his recent White Paper come to fruition.