How to Handle Complaints

Course Description

Whether you've had a complaint or not, this course is a must!  Every Clerk at some point in their career will be faced with dealing with a complaint. This course aims to proactively prepare you with the knowledge, tools and confidence to deal with a complaint sensitively and professionally.

A complaint often highlights a problem, whether that's a problem with your service, employees or internal processes, and by hearing these problems directly, you can investigate and improve to prevent further complaints in the future.

This is an interactive course  and offers the opportunity to network with Clerks from Councils across Northamptonshire to share best practice and ideas.

Key areas covered in this course include:

  • How to deal with social media rumblings
  • Identifying different types of complaints
  • Strategies to reduce formal complaints
  • How to deal with vexatious complaints

Who Should Attend
This course is aimed at clerks and officers who have responsibility for responding to complaints

Cost  (per delegate)
£42 +VAT Members
£84 +VAT Non Members

Course tutor

Danny Moody

Chief Executive, Northants CALC

Danny joined the Association in 2007. He has been a parish councillor since 2003 and has had various roles on committees and working parties as well as Chair to the council.  He achieved Certificate in Local Council Administration (CiLCA) in 2008 and is a Principal Member of the Society of Local Council Clerks (SLCC). 

Training & Events: Terms and Conditions