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Submitted URL: https://www.westminsterinsight.com/courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690
Effective URL: https://www.westminsterinsight.com/training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-...
Submission: On April 02 via manual from SG — Scanned from GB
Effective URL: https://www.westminsterinsight.com/training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-...
Submission: On April 02 via manual from SG — Scanned from GB
Form analysis 4 forms found in the DOM
GET /
<form class="search-form" action="/" method="GET">
<div>
<input type="search" name="s" placeholder="Search" value="" minlength="3" required="">
<button type="submit">Search</button>
</div>
</form>POST /training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_2
<form method="post" enctype="multipart/form-data" target="gform_ajax_frame_2" id="gform_2" class="has-consent" action="/training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_2" data-formid="2"
novalidate="">
<div class="gform-body gform_body">
<div id="gform_fields_2" class="gform_fields top_label form_sublabel_below description_below">
<div id="field_2_1" class="gfield gfield--type-text gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_2_1"><label
class="gfield_label gform-field-label" for="input_2_1">First Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_text"><input name="input_1" id="input_2_1" type="text" value="" class="large" aria-required="true" aria-invalid="false"> </div>
</div>
<div id="field_2_2" class="gfield gfield--type-text gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_2_2"><label
class="gfield_label gform-field-label" for="input_2_2">Last Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_text"><input name="input_2" id="input_2_2" type="text" value="" class="large" aria-required="true" aria-invalid="false"> </div>
</div>
<div id="field_2_3" class="gfield gfield--type-email gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_2_3"><label
class="gfield_label gform-field-label" for="input_2_3">Email<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_email">
<input name="input_3" id="input_2_3" type="email" value="" class="large" aria-required="true" aria-invalid="false">
</div>
</div>
<div id="field_2_5" class="gfield gfield--type-text gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_2_5"><label
class="gfield_label gform-field-label" for="input_2_5">Phone Number<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_text"><input name="input_5" id="input_2_5" type="text" value="" class="large" aria-required="true" aria-invalid="false"> </div>
</div>
<div id="field_2_6" class="gfield gfield--type-textarea gfield--width-full gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_2_6"><label
class="gfield_label gform-field-label" for="input_2_6">Message<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_textarea"><textarea name="input_6" id="input_2_6" class="textarea medium" aria-required="true" aria-invalid="false" rows="10" cols="50"></textarea></div>
</div>
<fieldset id="field_2_7" class="gfield gfield--type-consent gfield--type-choice gfield--input-type-consent gfield--width-full field_sublabel_below gfield--no-description field_description_below hidden_label gfield_visibility_visible"
data-js-reload="field_2_7">
<legend class="gfield_label gform-field-label gfield_label_before_complex">Consent</legend>
<div class="ginput_container ginput_container_consent"><input name="input_7.1" id="input_2_7_1" type="checkbox" value="1" aria-invalid="false"> <label class="gform-field-label gform-field-label--type-inline gfield_consent_label"
for="input_2_7_1">By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a></label><input
type="hidden" name="input_7.2"
value="By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a>"
class="gform_hidden"><input type="hidden" name="input_7.3" value="1" class="gform_hidden"></div>
</fieldset>
<div id="field_2_8" class="gfield gfield--type-captcha gfield--width-full field_sublabel_below gfield--no-description field_description_below hidden_label gfield_visibility_visible" data-js-reload="field_2_8"><label
class="gfield_label gform-field-label" for="input_2_8">CAPTCHA</label>
<div id="input_2_8" class="ginput_container ginput_recaptcha gform-initialized" data-sitekey="6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6" data-theme="light" data-tabindex="0" data-badge="">
<div style="width: 304px; height: 78px;">
<div><iframe title="reCAPTCHA" width="304" height="78" role="presentation" name="a-8pvt8164vivb" frameborder="0" scrolling="no"
sandbox="allow-forms allow-popups allow-same-origin allow-scripts allow-top-navigation allow-modals allow-popups-to-escape-sandbox allow-storage-access-by-user-activation"
src="https://www.google.com/recaptcha/api2/anchor?ar=1&k=6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6&co=aHR0cHM6Ly93d3cud2VzdG1pbnN0ZXJpbnNpZ2h0LmNvbTo0NDM.&hl=en&v=moV1mTgQ6S91nuTnmll4Y9yf&theme=light&size=normal&cb=6ygu01z1tisa"></iframe>
</div><textarea id="g-recaptcha-response" name="g-recaptcha-response" class="g-recaptcha-response"
style="width: 250px; height: 40px; border: 1px solid rgb(193, 193, 193); margin: 10px 25px; padding: 0px; resize: none; display: none;"></textarea>
</div>
</div>
</div>
<div id="field_2_9" class="gfield gfield--type-honeypot gform_validation_container field_sublabel_below gfield--has-description field_description_below gfield_visibility_visible" data-js-reload="field_2_9"><label
class="gfield_label gform-field-label" for="input_2_9">Name</label>
<div class="ginput_container"><input name="input_9" id="input_2_9" type="text" value="" autocomplete="new-password"></div>
<div class="gfield_description" id="gfield_description_2_9">This field is for validation purposes and should be left unchanged.</div>
</div>
</div>
</div>
<div class="gform_footer top_label"> <input type="submit" id="gform_submit_button_2" class="gform_button button" value="Submit"
onclick="if(window["gf_submitting_2"]){return false;} if( !jQuery("#gform_2")[0].checkValidity || jQuery("#gform_2")[0].checkValidity()){window["gf_submitting_2"]=true;} "
onkeypress="if( event.keyCode == 13 ){ if(window["gf_submitting_2"]){return false;} if( !jQuery("#gform_2")[0].checkValidity || jQuery("#gform_2")[0].checkValidity()){window["gf_submitting_2"]=true;} jQuery("#gform_2").trigger("submit",[true]); }">
<input type="hidden" name="gform_ajax" value="form_id=2&title=&description=&tabindex=0&theme=data-form-theme='gravity-theme'">
<input type="hidden" class="gform_hidden" name="is_submit_2" value="1">
<input type="hidden" class="gform_hidden" name="gform_submit" value="2">
<input type="hidden" class="gform_hidden" name="gform_unique_id" value="">
<input type="hidden" class="gform_hidden" name="state_2"
value="WyJ7XCI3LjFcIjpcIjNlZWU0MGZmMzhhMmJiYTJjMDRiOTM2MWM1MGRiZTUyXCIsXCI3LjJcIjpcImQ2MTI1YTg1YmE5NzFkMDUyOWM0MzUzZjQzOTNiMzI4XCIsXCI3LjNcIjpcIjNlZWU0MGZmMzhhMmJiYTJjMDRiOTM2MWM1MGRiZTUyXCJ9IiwiNWZhMDExNTU0OWQxMTcxMDhjMTc2YjY5NzIyMGYwMGUiXQ==">
<input type="hidden" class="gform_hidden" name="gform_target_page_number_2" id="gform_target_page_number_2" value="0">
<input type="hidden" class="gform_hidden" name="gform_source_page_number_2" id="gform_source_page_number_2" value="1">
<input type="hidden" name="gform_field_values" value="">
</div>
</form>POST /training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_5
<form method="post" enctype="multipart/form-data" target="gform_ajax_frame_5" id="gform_5" action="/training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_5" data-formid="5" novalidate="">
<div class="gform-body gform_body">
<div id="gform_fields_5" class="gform_fields top_label form_sublabel_below description_below">
<div id="field_5_1" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_1"><label class="gfield_label gform-field-label"
for="input_5_1">Name</label>
<div class="ginput_container ginput_container_text"><input name="input_1" id="input_5_1" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<div id="field_5_3" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_3"><label class="gfield_label gform-field-label"
for="input_5_3">Job Title</label>
<div class="ginput_container ginput_container_text"><input name="input_3" id="input_5_3" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<div id="field_5_5" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_5"><label class="gfield_label gform-field-label"
for="input_5_5">Organisation</label>
<div class="ginput_container ginput_container_text"><input name="input_5" id="input_5_5" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<div id="field_5_4" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_4"><label class="gfield_label gform-field-label"
for="input_5_4">Phone</label>
<div class="ginput_container ginput_container_text"><input name="input_4" id="input_5_4" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<div id="field_5_6" class="gfield gfield--type-text field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_6"><label class="gfield_label gform-field-label"
for="input_5_6">Email</label>
<div class="ginput_container ginput_container_text"><input name="input_6" id="input_5_6" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<fieldset id="field_5_7" class="gfield gfield--type-consent gfield--type-choice gfield--input-type-consent field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_7">
<legend class="gfield_label gform-field-label gfield_label_before_complex">Consent</legend>
<div class="ginput_container ginput_container_consent"><input name="input_7.1" id="input_5_7_1" type="checkbox" value="1" aria-invalid="false"> <label class="gform-field-label gform-field-label--type-inline gfield_consent_label"
for="input_5_7_1">By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a></label><input
type="hidden" name="input_7.2"
value="By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a>"
class="gform_hidden"><input type="hidden" name="input_7.3" value="3" class="gform_hidden"></div>
</fieldset>
<div id="field_5_8" class="gfield gfield--type-captcha field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_5_8"><label class="gfield_label gform-field-label"
for="input_5_8">CAPTCHA</label>
<div id="input_5_8" class="ginput_container ginput_recaptcha gform-initialized" data-sitekey="6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6" data-theme="light" data-tabindex="0" data-badge="">
<div style="width: 304px; height: 78px;">
<div><iframe title="reCAPTCHA" width="304" height="78" role="presentation" name="a-a660q2fwoxll" frameborder="0" scrolling="no"
sandbox="allow-forms allow-popups allow-same-origin allow-scripts allow-top-navigation allow-modals allow-popups-to-escape-sandbox allow-storage-access-by-user-activation"
src="https://www.google.com/recaptcha/api2/anchor?ar=1&k=6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6&co=aHR0cHM6Ly93d3cud2VzdG1pbnN0ZXJpbnNpZ2h0LmNvbTo0NDM.&hl=en&v=moV1mTgQ6S91nuTnmll4Y9yf&theme=light&size=normal&cb=gn99cdamh4an"></iframe>
</div><textarea id="g-recaptcha-response-1" name="g-recaptcha-response" class="g-recaptcha-response"
style="width: 250px; height: 40px; border: 1px solid rgb(193, 193, 193); margin: 10px 25px; padding: 0px; resize: none; display: none;"></textarea>
</div>
</div>
</div>
</div>
</div>
<div class="gform_footer before"> <input type="submit" id="gform_submit_button_5" class="gform_button button" value="Submit"
onclick="if(window["gf_submitting_5"]){return false;} if( !jQuery("#gform_5")[0].checkValidity || jQuery("#gform_5")[0].checkValidity()){window["gf_submitting_5"]=true;} "
onkeypress="if( event.keyCode == 13 ){ if(window["gf_submitting_5"]){return false;} if( !jQuery("#gform_5")[0].checkValidity || jQuery("#gform_5")[0].checkValidity()){window["gf_submitting_5"]=true;} jQuery("#gform_5").trigger("submit",[true]); }">
<input type="hidden" name="gform_ajax" value="form_id=5&title=&description=&tabindex=0&theme=data-form-theme='gravity-theme'">
<input type="hidden" class="gform_hidden" name="is_submit_5" value="1">
<input type="hidden" class="gform_hidden" name="gform_submit" value="5">
<input type="hidden" class="gform_hidden" name="gform_unique_id" value="">
<input type="hidden" class="gform_hidden" name="state_5"
value="WyJ7XCI3LjFcIjpcIjNlZWU0MGZmMzhhMmJiYTJjMDRiOTM2MWM1MGRiZTUyXCIsXCI3LjJcIjpcImQ2MTI1YTg1YmE5NzFkMDUyOWM0MzUzZjQzOTNiMzI4XCIsXCI3LjNcIjpcImUyNzI0ZTdiOTdjOTJhNDQwZDM5MGMwZWYyNDE1ZGEzXCJ9IiwiNDgwODE2MmM2MjVlOGI5OWM4ZDYyZjA5YjUzZDA2YWYiXQ==">
<input type="hidden" class="gform_hidden" name="gform_target_page_number_5" id="gform_target_page_number_5" value="0">
<input type="hidden" class="gform_hidden" name="gform_source_page_number_5" id="gform_source_page_number_5" value="1">
<input type="hidden" name="gform_field_values" value="">
</div>
</form>POST /training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_3
<form method="post" enctype="multipart/form-data" target="gform_ajax_frame_3" id="gform_3" action="/training-courses/stage-2-complaints-investigations-online-training/agenda/?booking_code=email2T-4712690#gf_3" data-formid="3" novalidate="">
<div class="gform-body gform_body">
<div id="gform_fields_3" class="gform_fields top_label form_sublabel_below description_below">
<div id="field_3_1" class="gfield gfield--type-email gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_3_1"><label
class="gfield_label gform-field-label" for="input_3_1">Email<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_email">
<input name="input_1" id="input_3_1" type="email" value="" class="large" aria-required="true" aria-invalid="false">
</div>
</div>
<div class="spacer gfield" style="grid-column: span 6;"></div>
<div id="field_3_2" class="gfield gfield--type-text gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_3_2"><label
class="gfield_label gform-field-label" for="input_3_2">First Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_text"><input name="input_2" id="input_3_2" type="text" value="" class="large" aria-required="true" aria-invalid="false"> </div>
</div>
<div id="field_3_3" class="gfield gfield--type-text gfield--width-half gfield_contains_required field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_3_3"><label
class="gfield_label gform-field-label" for="input_3_3">Last Name<span class="gfield_required"><span class="gfield_required gfield_required_asterisk">*</span></span></label>
<div class="ginput_container ginput_container_text"><input name="input_3" id="input_3_3" type="text" value="" class="large" aria-required="true" aria-invalid="false"> </div>
</div>
<div id="field_3_4" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_3_4"><label class="gfield_label gform-field-label"
for="input_3_4">Company</label>
<div class="ginput_container ginput_container_text"><input name="input_4" id="input_3_4" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<div id="field_3_5" class="gfield gfield--type-text gfield--width-half field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible" data-js-reload="field_3_5"><label class="gfield_label gform-field-label"
for="input_3_5">Job Title</label>
<div class="ginput_container ginput_container_text"><input name="input_5" id="input_3_5" type="text" value="" class="large" aria-invalid="false"> </div>
</div>
<fieldset id="field_3_8" class="gfield gfield--type-consent gfield--type-choice gfield--input-type-consent gfield--width-full field_sublabel_below gfield--no-description field_description_below gfield_visibility_visible"
data-js-reload="field_3_8">
<legend class="gfield_label gform-field-label gfield_label_before_complex">Consent</legend>
<div class="ginput_container ginput_container_consent"><input name="input_8.1" id="input_3_8_1" type="checkbox" value="1" aria-invalid="false"> <label class="gform-field-label gform-field-label--type-inline gfield_consent_label"
for="input_3_8_1">By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a></label><input
type="hidden" name="input_8.2"
value="By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.<a href="/privacy-policy/">Privacy Policy</a>"
class="gform_hidden"><input type="hidden" name="input_8.3" value="5" class="gform_hidden"></div>
</fieldset>
<div id="field_3_7" class="gfield gfield--type-captcha gfield--width-full field_sublabel_below gfield--no-description field_description_below hidden_label gfield_visibility_visible" data-js-reload="field_3_7"><label
class="gfield_label gform-field-label" for="input_3_7">CAPTCHA</label>
<div id="input_3_7" class="ginput_container ginput_recaptcha gform-initialized" data-sitekey="6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6" data-theme="light" data-tabindex="0" data-badge="">
<div style="width: 304px; height: 78px;">
<div><iframe title="reCAPTCHA" width="304" height="78" role="presentation" name="a-21xx8rnsbcpu" frameborder="0" scrolling="no"
sandbox="allow-forms allow-popups allow-same-origin allow-scripts allow-top-navigation allow-modals allow-popups-to-escape-sandbox allow-storage-access-by-user-activation"
src="https://www.google.com/recaptcha/api2/anchor?ar=1&k=6Lc7294lAAAAACSN5KhkMP6KyaAGDDz90w-2jDx6&co=aHR0cHM6Ly93d3cud2VzdG1pbnN0ZXJpbnNpZ2h0LmNvbTo0NDM.&hl=en&v=moV1mTgQ6S91nuTnmll4Y9yf&theme=light&size=normal&cb=co92dbyi21mn"></iframe>
</div><textarea id="g-recaptcha-response-2" name="g-recaptcha-response" class="g-recaptcha-response"
style="width: 250px; height: 40px; border: 1px solid rgb(193, 193, 193); margin: 10px 25px; padding: 0px; resize: none; display: none;"></textarea>
</div><iframe style="display: none;"></iframe>
</div>
</div>
<div id="field_3_9" class="gfield gfield--type-honeypot gform_validation_container field_sublabel_below gfield--has-description field_description_below gfield_visibility_visible" data-js-reload="field_3_9"><label
class="gfield_label gform-field-label" for="input_3_9">Name</label>
<div class="ginput_container"><input name="input_9" id="input_3_9" type="text" value="" autocomplete="new-password"></div>
<div class="gfield_description" id="gfield_description_3_9">This field is for validation purposes and should be left unchanged.</div>
</div>
</div>
</div>
<div class="gform_footer top_label"> <input type="submit" id="gform_submit_button_3" class="gform_button button" value="Sign up"
onclick="if(window["gf_submitting_3"]){return false;} if( !jQuery("#gform_3")[0].checkValidity || jQuery("#gform_3")[0].checkValidity()){window["gf_submitting_3"]=true;} "
onkeypress="if( event.keyCode == 13 ){ if(window["gf_submitting_3"]){return false;} if( !jQuery("#gform_3")[0].checkValidity || jQuery("#gform_3")[0].checkValidity()){window["gf_submitting_3"]=true;} jQuery("#gform_3").trigger("submit",[true]); }">
<input type="hidden" name="gform_ajax" value="form_id=3&title=&description=&tabindex=0&theme=data-form-theme='gravity-theme'">
<input type="hidden" class="gform_hidden" name="is_submit_3" value="1">
<input type="hidden" class="gform_hidden" name="gform_submit" value="3">
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Skip to main content Follow us * * * Conferences and Events * Upcoming Events * Sectors * Events on Demand * Training * Upcoming Courses * Course Categories * In-House Training * About us * About Us * Our People * Advisory Board * Our Values * CPD * Work For Us * Sponsors and Partners * Contact Us Search STAGE 2 COMPLAINTS INVESTIGATIONS ONLINE TRAINING 22/05/2024 09:45 - 15:30 * Overview * Course Outcomes * Agenda * Trainers * CPD * In-house Training * Book online × ENQUIRE ON DEMAND EVENT "*" indicates required fields First Name* Last Name* Email* Phone Number* Message* Consent By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.Privacy Policy CAPTCHA Name This field is for validation purposes and should be left unchanged. × ENQUIRE Name Job Title Organisation Phone Email Consent By checking this box I am consenting to receive marketing emails from Knowledge Exchange Group. I understand that I can I withdraw my consent at anytime.Privacy Policy CAPTCHA MORNING 09:45 - 10:00 WELCOME WORDS AND COURSE INTRODUCTION 10:00 - 10:30 CURRENT GUIDANCE AND BEST PRACTICE * Tackling challenges to complaint handling teams in public services * LGSCO Guidance * PHSO UK Central Government Standards Participants will break out into groups to raise challenges meeting the requirements of respective guidance and common barriers including: * Meeting requirements and guidance * Sources of complaints * Good investigations * How to improve services 10:30 - 11:05 CONDUCTING THOROUGH INVESTIGATIONS AND HANDLING HIGH PROFILE CASES * Identifying service issues and maladministration * Acting on high risk or high-profile issues * Managing risk with the Ombudsman * Outsourcing investigations to external partners 11:05 - 11:20 MORNING BREAK 11:30 - 12:10 PLANNING YOUR INVESTIGATION * Defining viable and compliant timescales for complaint resolutions * Recording and reporting appropriately * Identifying sources of information * Evaluating evidence * Conducting Interviews 12:10 - 12:20 ACTION PLANNING: CREATING A TOOLKIT TO OPTIMISE YOUR RESPONSE TIMES The course leader will share a toolkit and practical examples to troubleshoot your complaints policy and processes to ensure they’re accessible for service users and compliant with the Ombudsman guidelines. Ask your questions about the practical implementation of the toolkit 12:20 - 13:05 LUNCH BREAK 13:05 - 14:00 SETTING UP EFFICIENT PROCESSES TO ACHIEVE EARLY RESOLUTION AND HIGH-QUALITY INVESTIGATIONS * Embedding key complaint handling principles in every level of your organisation * Distributing responsibilities across the complaint lifecycle and avoiding backlogs * Classifying formal and informal complaints and ensuring compliance * Benchmarking your escalation rate * Best practice to deal with unreasonable or persistent complainants Breakout into groups and share best practice with colleagues on how to tackle common challenges 14:00 - 14:40 BEST PRACTICE ON MAKING AND COMMUNICATING DECISIONS * Responding to different types of complaints * Dealing with external issues that could affect your organisation’s reputation * Drafting meaningful apologies * When to use remedial action? * Useful tips to avoid common pitfalls Participants will get best practice advice and templates to respond to common complaints across different services. 14:40 - 15:10 PROOFING AND IMPROVING YOUR PROCESSES TO EMBED LEARNINGS * Troubleshooting your processes * Best practice sharing session 15:10 - 15:30 FINAL QUESTIONS AND REVIEW 15:30 CLOSE OF COURSE REGISTERED OFFICE Unit 51-54 Maltings Place 169 Tower Bridge Road, London, United Kingdom, SE1 3LJ Registered in England and Wales. 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