To process and record complaints in a timely manner Produce acknowledgement letters to complainants in a timely manner as per Trust Policy for Handling of complaints. Occasionally liaise with complainants to agree a complaints plan and clarify questions to be responded to in preparation for the Patient Experience Advisors to progress. Assist the Patient Experience Advisors in the compilation of complaint responses when requested to do so. Undertake non-complex complaint investigations as requested by Patient Experience Advisors Ensure by working with the Patient Experience Advisors that the complainant is supported and kept updated throughout the complaints process. Regularly audit DATIX to check for trends and reoccurring staff names to assist in the learning and improvement of services. Reporting any such trends to the Complaints Manager Arrange complaints meetings between Patient Experience Advisors, complainants and staff, facilitate in note taking should it be requested. Responsible for ensuring secure storage and appropriate document control mechanisms are in place for sensitive information. Ensure that written correspondence is of the highest standard of written English, using language that is sensitive to the needs of the complainant, whilst conveying complex and detailed clinical information accurately and comprehensively. Ensure that the complainant is kept updated throughout the process regularly and timely as agreed within the complaints plan.