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Complaints Handling in Health and Social Care - Level 1

Name: Complaints Handling in Health and Social Care - Level 1
Brand: The Mandatory Training Group
SKU: 2981461829
Price: 14.99 GBP
Availability: InStock
Rating: 4.6 (755 reviews)

Trusted by over 1 million learners, The Mandatory Training Group delivers accredited courses through ComplyPlus™ LMS, our AI-powered, interactive e-learning platform. Designed for compliance and impact, our training supports CQC, Ofsted, HSE and other regulatory standards.

Price:

£14.99 + VAT

Course reviews:

Level:

Duration:

1 hour

Method:

Fully online 24/7 via ComplyPlus™ LMS

Platform:

Desktop, Laptop, Mobile, Tablet

Course access expiry:

365 days

Certificate validity:

3 years - CPD-accredited, instant digital certificate on completion

Last updated:

06 May 2026 (V2.6)

Accepted payments:

Course overview

CPD-Accredited | CQC & NHS Compliant | ComplyPlus™ LMS

This Complaints Handling in Health and Social Care Level 1 online course supports staff to recognise, respond to, record, and escalate complaints professionally. It covers why people complain, patient and service user rights, difficult conversations, feedback, service recovery, and complaint routes, helping organisations improve communication, trust, accountability, learning, service quality, documentation, consistency, transparency, and CQC-aligned, responsive, person-centred care.

Course content

This Complaints Handling in Health and Social Care e-learning course covers:

Principles of complaints handling in health and social care
Why complaints happen and their impact on quality, safety, trust, and reputation
Defining formal and informal complaints and learning opportunities
Patient, service user, family, and carer rights and expectations
Receiving, recording, acknowledging, investigating, and resolving concerns
Managing difficult conversations, behaviours, dissatisfaction, and escalation
Service recovery after poor experiences, failures, or unmet expectations
Feedback, trends, lessons learned, and improvement
NHS, private healthcare, and adult social care complaint routes.

Who is this course for?

This Complaints Handling in Health and Social Care eLearning course is for:

Healthcare professionals in the NHS and independent services
Adult social care workers, including care assistants and support staff
Agency, locum and community-based care professionals
Managers and supervisors are responsible for complaint handling
Organisations aiming to improve complaint management and service quality.

Aims

The aims of this Complaints Handling in Health and Social Care online course are to:

Strengthen staff confidence, awareness, and consistency in recognising, responding to, recording, escalating, and resolving complaints professionally, fairly, sensitively, and in line with local procedures
Promote complaints, feedback, service recovery, reflective learning, and effective communication as practical tools for improving patient and service user experience, trust, safety, accountability, quality, and CQC-aligned responsive practice.

Learning objectives

This Complaints Handling in Health and Social Care e-learning course will:

Explain the principles, purpose, and importance of complaint handling
Define formal and informal complaints and how concerns are recognised and recorded
Explore why patients, service users, relatives, and carers raise complaints
Demonstrate steps for receiving, investigating, responding to, resolving, and escalating concerns
Outline ways to manage difficult conversations, behaviours, and dissatisfaction sensitively
Provide guidance on service recovery after poor experiences or unmet expectations
Describe how feedback, trends, and lessons learned improve safety, quality, communication, and delivery
Present NHS, private healthcare, and adult social care complaint procedures, rights, routes, and responsibilities.

Learning outcomes

By the end of this Complaints Handling in Health and Social Care eLearning course, you will be able to:

Define and recognise formal and informal complaints in care settings
Explain why complaints occur and how they affect people, trust, reputation, safety, and quality
Apply steps to receive, record, acknowledge, investigate, resolve, and escalate complaints
Demonstrate effective communication when handling difficult conversations, behaviours, or dissatisfaction
Use structured approaches to support service recovery after poor experiences or unmet expectations
Handle feedback constructively to identify trends and improve care quality
Identify escalation pathways, support routes, and formal complaint procedures
Support openness, accountability, learning, and continuous improvement.

Course assessment

Multiple-choice knowledge assessment with a minimum pass mark of 80%
Assessment questions mapped directly to course learning outcomes
Unlimited assessment retakes included
Confirms knowledge of complaint handling in health and social care.

Course certification

CPD-accredited digital certificate issued on successful course completion
Certificate available for immediate download as a secure PDF
Supports compliance evidence for regulated organisations
Certificate authenticity can be verified via the ComplyPlus™ platform.

Refresher requirements

This course certificate should be refreshed every 3 years
Earlier refresher is advised if legislation, guidance, workplace policy, or risk assessments change.

Course accreditation

Externally reviewed and accredited by the Continuing Professional Development (CPD) Certification Service, ensuring high-quality training meeting international standards
Supports Care Quality Commission (CQC) requirements
Informed by UK complaints regulations, NHS complaints procedures, and best practice guidance.

Frequently asked questions

Why is this complaints handling in health and social care online course important?

This online course is important because effective complaint handling improves service quality, supports CQC compliance, and enhances patient and service user trust by ensuring concerns are addressed promptly and professionally.

Who should take this complaints handling in health and social care e-learning course?

This e-learning course is designed for healthcare and social care staff, including support workers, care assistants, nurses, managers, and anyone responsible for handling complaints or feedback.

What will I learn from this complaints handling in health and social care eLearning course?

This eLearning course will enable learners to recognise complaints, respond appropriately, manage difficult situations, follow complaint procedures, and use feedback to improve the quality of care and outcomes.

How do I log on to the eLearning platform?

After purchasing a course, you'll receive an email with your login details and a platform access link to ComplyPlus? LMS (optimised for Google Chrome). Your email address will serve as your fixed username. To avoid access issues, ensure your purchase information is accurate and up to date.

I haven't received my login details. What should I do?

Your login details are emailed automatically right after purchase. Please check your Spam or Junk folder, as some email providers (like Google or Yahoo) may direct them there.

How do I download my certificate(s)?

Once you have successfully completed the end-of-course assessment with a passing score, your certificate will be made available online on ComplyPlus? LMS . It is issued in a quality-assured PDF format and can be downloaded directly from the platform.

Once available, you can:

Download the certificate directly to your device
Save a digital copy for your records
Print a physical copy if needed.

No physical copy will be mailed, as all certificates are issued electronically for convenience and instant access.

Can I request name changes on certificates?

Learners are not allowed to change their names directly in the LMS. This is to ensure that the name reflected on the certificate belongs to the actual individual who completed the course and to prevent the risk of name forgery or transferring certificates to others.

If you need to request a name change, please contact our Support Team by submitting your concern through this form. Kindly include a clear reason for the change and any supporting documentation required for verification.

Do you give discounts for bulk purchases?

Yes, we offer competitive volume discounts for organisations enrolling multiple candidates in any of our online training courses. To view our current volume discount options, click here.

Login steps

If you are a New User, check the email you provided for the login instructions
If they are not in your Inbox, please check your Junk/Spam folder
Follow the instructions provided and proceed to the LMS
If you are an Existing User, proceed to your account
If you cannot remember your account password, click here
If you bought 1 license, you can either assign the course to yourself or another person once you log in
If you bought 2 or more licenses of the same course, a group account will be automatically created so you can add and monitor your learners.

Need Help? Contact our support team via Live Chat for quicker assistance or email info@mandatorytraining.co.uk

Lorna S.

This course is very easy to understand, well worded and well written. I am enjoying the contents. I think it suitable for a beginner and also is worthy of being a good refresher course for those with previous experience, who perhaps are already in the industry. Great value for money. I would recommend to my colleagues in future.

Hollie Walker

A lot of information to read.

Oscar Fuller

Excellent, easy to use, well explained.

Sophia Morton

I thought that the information for the test was clear and easy to understand.

Francesca Rose

Very good and easy to follow.

Summer Carr

Quick and efficient.

Samuel Pratt

I really enjoyed this course & found some info that will be very useful for me. Thank you

Lucas Hunt

Easy to follow courses that are visually helpful

Millie Hammond

Good format and helpful staff.

David Buckley

I am very happy to train with you and I want to thank you, because I was searching for a place to train but with you things are clear to understand. Thanks.

Maisie Campbell

The online course was very informative and explained everything in a clear manner which made it easy to understand

Abby Foster

The course information was well presented and easy to follow.

Victoria Parry

This course was easy to follow, using English and not jargon.

Aimee Mills

Very informative, very helpful guides easy to understand and log in, would give 10 out of 10.

Samantha Nolan

This course was quick and easy for my job and means that I don't have to go on a full training course

Henry Austin

Fantastic course enjoyed the contents and activities.

Jasmine Sanders

I thought the course was very informative . It has made me realise that I needed an update. I have ordered a first aid book so that I can keep up to date and learn more.

Katherine Anderson

This is the second time I've used The Mandatory Training Group, the courses are well designed and easy to use

Kyle Kirby

Precise, insightful and easy.

Freddie Banks

Well designed, enjoyable, quick if you are really committed.

Abigail Forster

Found the whole course quick and easy to do. Thanks

Gracie Norman

I felt it was a good and helpful course. I like that it’s easy to follow, read and listen to on any device.

Tilly Bartlett

Easy to use, good information well presented.

Owen Garner

Very simple to use, enjoyable and informative. I liked that you can come and go as you please at a time suited to your needs. Will recommend to other and use again myself

Sean Ward

Very informative.

Alicia White

The online course is really comfortable and allows you to focus.

Jake Kaur

Very helpful. Course straight forward.

Jude Sinclair

Easy to do and understand.

Harriet Carey

Will recommend it to friends!! Very good.

Sofia Pearson

Easy to use, easy to follow and I learned a lot. Thank you

Paige Hardy

I found the course to be very informative. I like the way it was presented a very good format

Declan Hughes

Interesting and insightful course. I much preferred doing this online in a short space of time, than using a whole day travelling to a venue.

Finlay Parkinson

Fantastic site. wouldn't have booked to attend a course too busy.

Daniel Watson

The subject of the course has been treated thoroughly and professionally.

Freya Clarke

This course was straightforward and easy to understand.

Riley Gough

They are explained very well and I will be doing another course

Sebastian Taylor

Excellent lay out of training, easy to follow and learn.

Declan Stokes

Very good course well explained and mapped out.

Harrison Sharpe

Well thought out course and very easy to understand. Being able to do a section at a time is also a great idea.

Sam Thornton

Excellent course that is very informative as well as being clear and easy to follow.

Amber Hope

An excellent user friendly interactive training.

Declan Norris

The quiz was much easier than I expected.

Joel Turner

Easy to understand and follow many thanks.

Peter Kerr

Brilliant I was able to do the course at my own pace and go back to read through things again .

Brenda Gibbs

Excellent training programme, goes in depth into detail and allows you to retake the quiz at any time.

Emily King

I found the course convenient to do from my computer. I thought the cost was reasonable.

Jay Lawson

Great value for money. I would definitely do more courses with you.

Libby Wells

I found the slides informative and the revisiting of key points helped reinforce the message

Aimee Gibbs

I found the course to be very informative. I like the way it was presented a very good format

Millie Macdonald

I thought the course was interesting.

Bradley Kent

Quick, efficient methods of payment. Course design is clear and to the point.

Alexander Robson

Well presented, easy to follow. I particularly liked the questions "along the way".

Jasmine Dunn

This was a good course which provided me with the required information

Samantha Short

Very good course, Interactive, simple to understand.

Julie_Smith

GOOD What would you recommend to improve the course? NIL What did you like most about the course? SIMPLE Would you recommend this course to your colleagues? Yes

Michelle Mclean

Easy Reading What would you recommend to improve the course? nothing What did you like most about the course? informative Would you recommend this course to your colleagues? Yes

Maria_Stefanova

great course What would you recommend to improve the course? yes What did you like most about the course? clear language Would you recommend this course to your colleagues? Yes

Sheryll Frazer

I felt it was a good and helpful course. I like that it’s easy to follow, read and listen to on any device.

Caroline_Blake

good, informative and easy to follow What would you recommend to improve the course? clearer information related to the questions of the assessment What did you like most about the course? the virtual books Would you recommend this course to your colleagues? Yes

Finlay Bryan

Good basic course, easy to follow.

Alex Tomaszewska

A What would you recommend to improve the course? A What did you like most about the course? A Would you recommend this course to your colleagues? Yes

Sam Johnson

I found this course to be very intense & educational, this course would be an advantage to anyone's cv

Rukayat Bamigbade-Salmon

BAMIGBADE-SALMON What would you recommend to improve the course? Keep the standard What did you like most about the course? Flexibility Would you recommend this course to your colleagues? Yes

Eileen Jones

no comment What would you recommend to improve the course? nil What did you like most about the course? good Would you recommend this course to your colleagues? Yes

Amber Sanderson

Course was good, easy to understand

Katie Gordon

Very informative.

Carter Freer

Easy to follow and navigate although found some of the multiple choice questions confusing.

Tymon Aiken

Easy to log in to. Course content is easy to understand. References given for further reading.

Aimee Donnelly

User friendly platform.

Jayakumar Bahuleyan

good one What would you recommend to improve the course? good one What did you like most about the course? good one Would you recommend this course to your colleagues? Yes

Demi McCarthy

A good down to earth course laying the foundation for the beginning of a project or further education - well done!

Sharon Newland

Good What would you recommend to improve the course? Nothing What did you like most about the course? Questions Would you recommend this course to your colleagues? Yes

Eve Barber

I have found this online course very enjoyable and easy steps to follow as I hope to work in this area in the future.

Margaret Williams

Gave a better understanding What would you recommend to improve the course? Nothing What did you like most about the course? I understood the questions Would you recommend this course to your colleagues? Yes

Alex Dyer

Very easy to understand and very informative

Alexander Farrell

much better than I thought well worth doing on a rainy day

Stephanie Christopher

This course was very informative. What would you recommend to improve the course? Nothing What did you like most about the course? Everything Would you recommend this course to your colleagues? Yes

Deborah Pilkington

17 june 2018 What would you recommend to improve the course? nothing What did you like most about the course? all Would you recommend this course to your colleagues? Yes

Benjamin Richards

This gave me a good opportunity to dip in out of the course as I wished. This really helped me to fit it around my family lifestyle over the summer holidays.

Callum Sakala

This online training is a brilliant idea.

Paulette Spreadbury

Very good What would you recommend to improve the course? Nothing. Good course. What did you like most about the course? Clear Would you recommend this course to your colleagues? Yes

Deborah Pilkington

17 june 2018 What would you recommend to improve the course? nothing What did you like most about the course? all Would you recommend this course to your colleagues? Yes

Alexxandra Jenkyns

Very detailed course.

Sophie Winter

I enjoyed every minute and would recommend the organization to everybody

Rutendo Juru

worth learning more abt What would you recommend to improve the course? nothing What did you like most about the course? relevant info of the process to handle complaints Would you recommend this course to your colleagues? Yes

Christopher McVey

Very good course. Easy to follow. It helped a lot that it read out everything in each section. Questions in each section helped to make sure I understood.

Marco Viva

dag What would you recommend to improve the course? dsgv What did you like most about the course? dsgv Would you recommend this course to your colleagues? Yes

Diane Johnson

amazing course really easy to understand!

Nancy Murray

Gives a more understanding on how to deal with the complaints What would you recommend to improve the course? Nothing What did you like most about the course? All the stages are explained well Would you recommend this course to your colleagues? Yes

Zachary Ahmed

The course I did was very easy to follow.

Isabella Kraw

n What would you recommend to improve the course? N/a What did you like most about the course? N/a Would you recommend this course to your colleagues? Yes

Emily Weston

Easy to follow course, good support, clear instructions.

Emily Johnson

The online course was presented well and easy to follow

Selma Quinnen

yes What would you recommend to improve the course? none What did you like most about the course? contents Would you recommend this course to your colleagues? Yes

Patience _Eze llevbabor

well written and organized What would you recommend to improve the course? perfect What did you like most about the course? presentation Would you recommend this course to your colleagues? Yes

Christian Sant

easy and useful What would you recommend to improve the course? . What did you like most about the course? . Would you recommend this course to your colleagues? Yes

Poppy Smart

I was very impressed with the course content and found the stages of assessment to go through very helpful.

Holly Mann

Thank you for the easy way to do the test better than having to do the course in a classroom.

Libby Young

Very clearly presented course. The audio commentary is very helpful.

Maisie Cook

very easy to use and love the fact it reads it to you as I learn better that way and concentrate more

Complaints Handling in Health and Social Care - Level 1 - e-learning Course - ComplyPlus™ LMS - The Mandatory Training Group UK - data-zoom-image=

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Complaints Handling in Health and Social Care - Level 1

Course overview

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