BM0432 Writing Responses to complaints: Master Class

This master class provides a detailed analysis of different types of complaints and how to focus on the key aspects of concern raised by the complainant. The session provides a detailed review of investigation findings for the participants to be guided through the formulation of a written response. Legal and professional guidance is provided to add confidence to the type of response structure. Ombudsman recommendations are integrated. Participants hone their skills in critical evaluation, writing appropriate responses, managing upwards within a governance framework and responsibilities when writing on behalf of the Senior Executive.

Dates:	25th April 2012
	21st November 2012
Time:	12:30 - 17:00