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 over 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.

Customer Journey Masterclass

This is the option for you if you're an operational or strategic leader with oversight of a complaints handling process. This masterclass is designed to help you get down and dirty in your complaints process, gaining valuable insight into your complaints process through your customers' eyes.


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. And we have a more forward-focused series looking at what complaints needs in 2020 and beyond.

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

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