Auditing Customer Service and Complaints Processes (AGRC-059) Training Course

Auditing Customer Service and Complaints Processes

Customer service and complaints handling directly affect customer loyalty, reputation and, in many sectors, regulatory compliance. Complaints are also a valuable source…

5 daysClassroom or online

49Upcoming dates

12Cities

£2,250Fees from

Course overview

Introduction

Customer service and complaints handling directly affect customer loyalty, reputation and, in many sectors, regulatory compliance. Complaints are also a valuable source of information about failing products, processes and controls. Yet these areas are often audited less often than financial processes, leaving significant risks and opportunities unexamined.

This Auditing Customer Service and Complaints Processes training course gives auditors a structured approach to reviewing how organisations serve customers and resolve their complaints. Participants learn how to assess service standards, channels and performance measures, evaluate complaints recording, investigation, resolution and redress, and test fair treatment of customers.

The course also shows how complaint data and customer feedback can be analysed to identify root causes and systemic issues that management should address.

Course Objectives

By the end of this training course, participants will be able to:

Explain the risks and value associated with customer service and complaints
Plan a risk-based audit of customer service processes
Assess service standards, channels and performance measures
Audit complaint recording, categorisation and handling
Test the fairness and consistency of complaint outcomes and redress
Evaluate regulatory compliance in complaints handling
Analyse complaint data to identify root causes and trends
Report findings that improve customer outcomes

Target Audience

This training course is suitable for a wide range of professionals, including:

Internal auditors and audit managers
Customer service and contact centre managers
Complaints handling managers
Compliance and conduct risk professionals
Quality assurance staff
Regulatory affairs professionals

Training Methodology

The course uses sample complaint files, call recordings transcripts, service reports and data sets. Participants map customer journeys, test complaint files against standards, analyse complaint trends and draft findings. Case studies show how complaint insight has revealed serious control failures.

Target Competencies

Customer journey mapping
Service performance evaluation
Complaint file testing
Fair treatment assessment
Complaint data analysis
Customer outcome reporting

Course outline

1Day One: Customer Service Risks and Audit Planning

Why customer service and complaints matter to governance
Conduct, reputational and regulatory risks
Customer service strategies, standards and charters
Mapping customer journeys and service channels
Risk assessment and scoping of the audit
Data sources and evidence for service audits
Exercise: mapping a customer journey and its risks

2Day Two: Service Standards and Performance

Setting and measuring service level standards
Contact centre measures and their limitations
Quality monitoring and call evaluation processes
Customer satisfaction and effort measurement
Digital and self-service channel controls
Staff training, scripts and empowerment
Exercise: evaluating a service performance report

3Day Three: Complaints Handling Processes

Defining and recognising complaints in every channel
Recording and categorising complaints accurately
Investigation standards and timeliness
Resolution, redress and communication with customers
Escalation and internal review stages
External ombudsman and regulator referrals
Exercise: testing a sample of complaint files

4Day Four: Fair Treatment and Compliance

Consistency of outcomes across similar complaints
Treatment of vulnerable customers
Regulatory requirements for complaints in overview
Recordkeeping and reporting obligations
Oversight of outsourced customer service providers
Management information and governance of complaints
Case study: systemic unfair treatment uncovered by audit

5Day Five: Complaint Insight and Reporting

Analysing complaint trends and themes
Root cause analysis of recurring complaints
Linking complaints to product and process improvements
Feeding insight into risk and control frameworks
Writing audit findings focused on customer outcomes
Following up management actions
Personal action plan for auditing customer service

Frequently asked questions

How long is the Auditing Customer Service and Complaints Processes course?

The course runs over 5 days of classroom training, usually Monday to Friday.

When is the next Auditing Customer Service and Complaints Processes course?

The next public date is 7 - 11 Dec 2026 in Frankfurt. There are 49 upcoming dates in total.

Where is this course held?

Upcoming sessions run in Frankfurt, London, Barcelona, Vienna, Amsterdam, Cape Town, Dubai, Geneva, Kuala Lumpur, Madrid, Paris, Rome.

Can I take Auditing Customer Service and Complaints Processes online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,250 per delegate, depending on the city. Fees include tuition and course materials.

Do participants receive a certificate?

Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.

Can this course be delivered in-house for our team?

Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.

Course information last updated 14 November 2026.

Auditing Customer Service and Complaints Processes

Course overview

Introduction

Course Objectives

Target Audience

Training Methodology

Target Competencies

Course outline

Dates and fees

Frequently asked questions

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