Complaints Handling and Reputation Management

The course uses real-life case studies and provides step-by-step guidance, allowing staff to manage consumer expectations and respond in a manner that preserves and even enhance a business’s reputation.


This course is for complaint handlers and front line staff who deal with consumers and complaints first hand.



Complaints Handling and Reputation Management

  • Propertymark Westmisnter, 5-8 The Sanctuary, SW1P 3JS - Tuesday 8th September 2020 09:30 - 13:30
    Only 1 space available
    Member Price: £89.00 (+VAT)
    Non-member price: £130.00 (+VAT)
  • Propertymark Westminster, 5-8 The Sanctuary, SW1P 3JS - Monday 21st September 2020 09:30 - 13:30
    Fully booked
    Member Price: £89.00 (+VAT)
    Non-member price: £130.00 (+VAT)

Waiting list

If the date you would like is fully booked and you would like to be placed onto the waiting list, please email with your name, contact details and how many places you would like; if a place becomes available we will then contact you. Alternatively if we have sufficient interest we will try and arrange an additional date for the course to run. 

In-house training

This course is also available in-house. For more information on this please contact the Courses department on 01926 417 787 or email

Alternative dates or locations

To register your interest in alternative dates and locations for this course please email


Level: Foundation 
CPD: 3.5 hours

face to face

Face to Face

Meet Your Trainer

Jane Erskine

Jane Erskine

Jane started working at The Property Ombudsman (TPO) as a Case Officer in 2007 and now, as Deputy Ombudsman, she leads a team of 30 Adjudicators and Dispute Resolution Advisors in considering and providing a fair resolution to all cases referred to TPO.

The role of TPO is to resolve disputes between buyers, sellers, tenants or landlords of property in the UK and Agents. The Ombudsman also has a responsibility to contribute towards establishing best practice in the property agency sector. Summaries of cases are regularly published and the Annual Report highlights significant matters within the industry.