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This practical session equips participants with the knowledge and tools to handle distress and inconvenience awards appropriately.
By the end of this session, participants will be able to:
Whether you are seeking to upskill your team, enhance productivity or foster a culture of continuous learning, we can deliver customised training programmes designed to meet your specific needs. If you have an enquiry, you can complete the in-house form and our training team will be in touch with next steps.
Caroline Wells owner, Caroline Wells Consultancy
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she ha...
Caroline's background has always been in customer service - and over the last 35 + years (with 20 of those at the Financial Ombudsman Service), she has significant experience in dispute resolution, senior operational leadership, consumer vulnerability and customer experience.
Caroline runs her own consultancy business, working directly with firms and organisations across the private and public sector on all things customer service related. As well as holding a number of appointed and senior advisory roles, she also works in partnership with UK Finance to bring her real-life and current experience to members, from practical training for frontline staff to strategy-focused sessions for those overseeing customer service and complaints functions. This year Caroline was recognised on the 2025 Industry Leaders List; for her contribution to positive industry change and making a measurable difference to dispute resolution in debt recovery and enforcement.
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