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James Quinn

GRASP. Learning & Development

Learning & OD Consultant

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Complaints Handling


Hi there Peeps!

I've been asked to put together a session that will include:

- How to investigate a complaint

- How to write up an internal investigation

- How to write a good complaint letter response

I have quite a few examples I can use for discussion etc and was considering using the SCRAP mnemonic.

Has anyone had any experience with this subject?

Im starting from scratch and wouldn't mind a few pointers.

Many thanks


One Response

  1. Complaints Handling

    I’m a training/compliance consultant in financial services where written and effective complaints handling are basic requirements for all regulated firms. There are lots of places to look for content – drop me an email on and I’ll gladly point you towards some ideas and resources.

Author Profile Picture
James Quinn

Learning & OD Consultant

Read more from James Quinn

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