Complaints Training

To help ensure that a quality complaints service is delivered across Surrey Heartlands, the ICB delivers comprehensive Complaints Training to ICB, GP, Pharmacy, Optician and Dental colleagues across Surrey. Those who are regularly involved in the handling, investigation and response writing of complaints will particularly benefit from attending.

Our Training covers important topics, such as: why people complain, how to effectively investigate a complaint, writing a complaint response and the role of the Parliamentary and Health Service Ombudsman (PHSO).

All sessions are delivered via MS Teams and all attendees will be provided with templates and guides to help with your complaints handling going forward. We currently have the following dates available to book:

• Wednesday 11 June 2025 – 13:00 – 15:00
• Thursday 17 July 2025 – 10:00 – 12:00
• Wednesday 27 August 2025 – 13:00 – 15:00
• Thursday 18 September – 10:00 – 12:00

To sign up, please contact our Complaints Team at syheartlandsicb.complaints@nhs.net

Our Complaints Team is also available to provide advice to staff for complex complaints cases via the above email address. Please contact us if you have any queries.