Complaints Handling Awareness

Why Complaints Handling Awareness Matters in Hospitality

In the fast-paced world of pubs and hospitality, even the best venues occasionally face complaints. How a business handles these moments can make the difference between losing a customer or building long-term loyalty. Staff who understand how to listen, empathise, and act professionally can transform difficult situations into opportunities to strengthen trust. Our Complaints Handling Awareness course gives hospitality staff the confidence and skills to respond calmly, protect the brand, and deliver excellent service in every situation.

Legal Responsibilities and Best Practice

Customer complaints are an important part of consumer rights protection. The Consumer Rights Act 2015 sets out what customers can expect when buying goods or services and outlines the rights they have when things go wrong. Hospitality businesses must act fairly and transparently when handling complaints. The UK Government provides official guidance for businesses on resolving consumer issues. (Gov.uk – Consumer Rights and Complaints)

By completing this course, your venue can demonstrate its commitment to fair treatment, professional service, and compliance with consumer protection law.

What the Complaints Handling Awareness Course Covers

This online training focuses on real scenarios in pubs, bars, and restaurants and includes:

• The importance of effective complaints handling in hospitality

• Understanding customer expectations and rights under UK law

• How to remain calm and professional under pressure

• Communication and listening techniques that defuse conflict

• Steps for investigating and resolving customer complaints

• Recording complaints accurately and identifying recurring issues

• Turning complaints into service improvements and loyalty opportunities

• Case studies drawn from the pub and hospitality industry

Benefits for Pubs and Hospitality Venues

• Builds staff confidence in dealing with difficult customers

• Reduces escalation of issues and potential reputational damage

• Improves customer satisfaction and retention rates

• Demonstrates compliance with consumer protection regulations

• Provides CPD certification to support professional development

Online Delivery and Certification

This Complaints Handling Awareness course is delivered completely online, making it flexible and convenient for hospitality teams. Staff can complete the training at their own pace with minimal disruption to service. Upon successful completion, each learner receives a CPD-certified certificate, confirming their competence in handling customer complaints professionally and effectively.

To see the full range of CPD Certified Leadership & Management training courses available from That HR Girl, please click here: Leadership & Management Courses | That HR Girl