We're two women, hell bent on making a difference in the complaints handling world

With many years of customer service and complaints handling experience between us (and the many stories to prove it), we know complaints like the backs of our hands. We also know things can be done differently. 

That’s why CWSL is here, because we want to pass our knowledge and experience on to you. And, yes we know complaints can often be seen as dry, fusty and boring. That’s why we’re all about making, what can be seen as a tedious and dry subject, engaging, so that you want to get more out of it.

As you can imagine, we’re straight forward and we’re straight talking, and as far as we’re concerned it’s not all about the rules. It’s been 20 years since the complaint handling rules for financial firms came in (aka DISP) and we know they’re dated. We use them as a low benchmark, a leaping off point, because we think you knowing enough about them, is good enough. It’s how you go above and beyond them that counts.

And that’s about bringing your complaints handling skills, knowledge and working practises into the 21st century, making them more efficient and effective, because something that’s based on 20 year old rules just isn’t going to cut it. That’s why you get the benefit of our years of experience, and our knowledge combining with your own to develop straight forward solutions.


Our products

It doesn't matter what you need help with, we have a solution that will work for you


This is the option for you, if you're looking for a fresh pair of eyes on your policies, procedures and/or process. It doesn't matter what it is, if it's complaints and you need help, this is for you.

Expert Resource

When you need a fresh and knowledgeable perspective on your complaints and you need it now. This is essentially your 'Bat Phone' hotline to two experienced complaint handlers when you need it.

Online Academy

If you're looking for a flexible training option that covers all the key parts of complaint handling, then this is for you. Choose from academies aimed at frontline staff, managers or a robust process review for senior leaders.


This is the option for you if you need standalone training sessions. We have a selection focused on those core complaint handling skills, that are a must to be an effective complaint handler.

Get in touch

Not sure what you need or just want to run through the options with us? No problems. Click this button to book in for a chat with one of us

Our quick guides

Our quick guides are there when you need information on key topics now

Get the inside views on our blog posts and podcast

Read all the latest insight and commentary on what's happening in the complaints world



Sarah’s done with talking, because it’s time to pull on our collective big pants

Read More »

If you're not an avid reader, then here's your chance to listen to us chatting about all things complaints

Organisations we've worked with

Need to get in touch?

Get in touch with us to have a chat about what you need, or if you've got any questions