Handling Customer Complaints: Put It Right
Included with TrainMeUK — no separate course purchase required.
Take a complaint well, know the customer’s basic rights for faulty goods, write a reply that owns the problem, and know when it goes further.
- Assign to
- Customer-facing staff and team leaders
- Duration
- 25 minutes
- Evidence
- 11-question quiz
- Your version
- Editable
What they will be able to do
- Take a complaint calmly and find out what the customer needs.
- Explain the basic rights for faulty goods, and where your policy sits.
- Write a reply that apologises, gives real options and names a next step.
- Know when to escalate, and how a complaint can go further.
The course
- 01Taking a complaint
- 02Knowing the basics
- 03Writing the reply
The decision they practise
In the main activity, “Rewrite the complaint reply”, learners rewrite a realistic document line by line and see the effect of each choice. Short animations show “From template to person” and “A complaint that wasn’t owned”.
How you know they finished
The 11-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Roll it out with
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- Consumer Rights Act 2015
- Digital Markets, Competition and Consumers Act 2024
- Equality Act 2010
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 11-question quiz closes the course, so you can show who completed it.
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