Complaints Coach

My Complaints Coach Programme

This is an on-line programme which incorporates all you need to know about complaints.

The focus will be on early resolution of concerns and complaints, using practical models and tools for practice.  A key part of the programme is exploring our own values and triggers and how we respond when on the receiving end of criticism, concerns and complaints.    

We will explore how to communicate at our best, apply the power of apology and appreciate positive and effective language in both verbal and written responses.  

By understanding why people complain using a non-judgemental perspective, we will develop skills and confidence to respond with compassion and empathy. 

The programme will support you to proactively listen, learn and act on concerns and complaints.  We will also support you to be kind to yourself when on the receiving end of challenging conversations including anger and high conflict.

You will have unique access to the Arx, an on-line depository where all the resources will be available to you indefinitely.  Each week, the notes and slides, videos and handouts are posted and made available to you.

Quote from New South Wales Ombudsman

Quotes from previous participants on the course

Who can join?

The programme is suitable for anyone in a public facing or service role including those who manage a team or are in a leadership role which includes managing complaints.

The course will be delivered on-line using a variety of engaging methods including small group and plenary discussions, case studies and multi-media such as videos, TED Talks and Podcasts.  We are using the learning platform Arx where resources such as slides, and videos will be available for you.


This event will be run online using Zoom.  Please ensure that you are able to access Zoom and have a stable internet connection in the location you intend to participate from.  We will also use the interactive Google Jamboard.  For this reason we recommend that you use a PC or Laptop during the course as it is not as easy to use both platforms at the same time on a smartphone or tablet.

We are delighted to confirm the next Complaints Coach Programme will be starting in September and we warmly welcome you to join us.  Book here to guarantee your place.

September 2024 Intensive Dates

Week 1Wednesday 25th September at 2.00pm – 3.30pm
Week 2Wednesday 2nd October at 2.00pm- 3.30pm
Week 3Wednesday 9th October at 2.00pm – 3.30pm
Week 4Wednesday 23rd October at 2.00pm – 3.30pm
Week 5Wednesday 30th October at 2.00pm – 3.30pm
Week 6Wednesday 6th November at 2.00pm – 3.30pm
Week 7Wednesday 13th November at 2.00pm – 3.30pm
Week 8Wednesday 20th November at 2.00pm – 3.30pm
Week 9Wednesday 27th November at 2.00pm – 3.30pm
Week 10Wednesday 4th December at 2.00pm – 3.30pm

Course Costs

Rate – £495.00

Self-funding – £400.00

We have a small number of sponsored places available. 

For further information email or call 0779 1119 830.

My Chosen Charity

I am especially proud to donate a percentage of my profits to North Edinburgh Dementia Care.  NEDC is run by a voluntary board of Directors and they are such a valuable support to those families in the North East of Edinburgh who have been affected by dementia.  They do a truly fantastic job. 

Contact me

Please use the form or email
alternatively phone 0779 1119 830.