Nicola Driver's Linkedin Analytics

Are you worried your complaints handling procedures aren’t up to scratch? Do you panic when a complaint lands in your inbox? Do you need to investigate complaints as part of your role and have no idea where to start? I’d love to help! I've investigated complaints for three different ombudsmen and for the last 10+ years have been delivering expert training courses in complaints handling and investigation skills to organisations across the UK. I’ve trained: ✅ NHS ✅ care providers ✅ local authorities (staff and councillors) ✅ housing associations ✅ the fire service ✅ universities ✅ further education colleges ✅ schools ✅ government organisations ✅ non-departmental public bodies ✅ ombudsman staff. My training courses are practical, interactive, refer to any relevant requirements, and are tailored to your needs. I deliver them online or can travel to you. Feedback about my courses includes: "Nicola has run several complaints training courses for us at Glasgow School of Art. Her courses are really engaging and we’ve had positive feedback from staff after all of them. She leaves lots of opportunity for questions and discussion in the courses, helping to tailor them to our needs." (Complaints manager at Glasgow School of Art.) "Nicola was a fantastic trainer and facilitated each session well, providing examples of good practice throughout the course, as well as what not to do! Nicola kept the pace of the training and there were plenty of opportunities for reflection and questions. The supplementary information will definitely assist me in the future and I’d recommend the training." (Housing manager at a local authority.) If you'd like to have a chat about my training courses and how I can support you in handling complaints better, drop me a message. I can also help in other ways, for example: ✅ audit and rewrite your complaints handling procedure to ensure it actually works for you and your customers, and is compliant with any relevant regulations ✅ be an independent external investigator or reviewer of a particularly tricky complaint, or for a Stage 2 investigation under the Children Act 1989 statutory complaints procedure in England ✅ provide you with advice about the Housing Ombudsman’s Complaint Handling Code, Scotland’s Model Complaints Handling Procedures, and PHSO’s Complaint Handling Standards for the NHS and Central Government ✅ design effective and practical learning resources specifically for your organisation. 🕵️‍♀️