We have a solution that works for you

For the smaller and medium business we have workshops that cover all the essentials, helping you get to grips with your complaints handling and customer service
Bespoke training
For bigger businesses we have bespoke training tailored to your needs. Just tell us what you need.
No matter what size our business, we can provide the fresh perspective you need on your complaints handling processes

Training by complaints handlers for complaints handlers - practical and effective complaints handling training

CWSL Training Services Limited was established in 2018, because we both know that complaints handling can be done differently. 

We know from experience that complaints handled well, using knowledge of the complaints system and key communication skills, makes for a better experience for everyone involved. 

And we’re passionate about passing that knowledge on to you, to benefit not just you, the business, but also your clients. 

To find out more about our knowledge and experience click the button below

Our workshops

The details 

We’re keen to make sure the training we provide is never dull and for that reason all of our workshops are interactive, providing practical exercises to ensure delegates have grasped key concepts. 

The content of each workshop is based on years of experience working with businesses and knowing what issues affect them in complaint handling and customer service.  

Basics of complaint handling

We’ve called this one day workshop the basics of complaint handling, but this workshop is designed to provide businesses with a decent grounding in the world of complaints, including:

  • A quick refresh on the Dispute Resolution Rules 
  • The psychology of financial services complaints
  • Managing customer expectations – what do they want and why their hopes can plummet
  • Easy mistakes to make and how to avoid them
  • Getting to the bottom of what’s happened 
  • Triggers and how to work with them 

Getting to grips with Trouble and Upset

This is a one day workshop that covers everything you need to know about compensation including:

  • A thorough look at the Dispute Resolution (DISP) rules – what do they actually say? 
  • What ‘T&U’ is designed to do…and what it isn’t there for
  • Weighing the evidence and looking at the ripple effects that influence awards
  • Consistency in awards
  • Assessing levels of ‘T&U’
  • Top tips for setting out your awards for the customer
  • Dealing with repeat complainers 

Final Response Letters that get the right results

A one day workshop that covers what you need to know to make the best use of your Final Response Letter including:

  • Why you need the Final Response Letter to work for you
  • Detailed unpicking of the DISP rules around the Final Response Letter
  • What important things you need to consider before even starting to write your findings up
  • Top tips to help the letter land better with your customer
  • What you can do if there is a lack of evidence
  • What it takes to make a good Final Response Letter great

Making the most of your experience with the Financial Ombudsman Service

This is a one day workshop that covers what you need to know to make the most of your experience as a complaint progresses though the Financial Ombudsman Service including: 

  • A walkthrough of a case as it progresses through the service
  • Calls asking for consent – what does this mean for you?
  • Managing calls from investigators
  • Learning to read between the lines to better understand what you’re dealing with
  • How to push back if you don’t agree 
  • How to make a good case to persuade the ombudsman
  • Dealing with poor service

Our in-house training

We know that every business is different and so the training that’s right for its staff will need to be bespoke. 

That’s why we offer in-house training for bigger businesses, that can be tailored to your requirements. 

Previous clients have requested a combination of our workshops spread across varying time frames or have asked for something entirely bespoke. 

We’re very flexible – just tell us what your requirements are.

Please see pricing below for more details


As an industry, it strikes us that we don’t really do sharing, especially when it comes to things that we’re struggling with. So, admitting that you need a fresh pair of eyes looking at your processes, can feel like a huge step.

But, if you’re feeling that something is a bit off track, then chances are customers are likely to be experiencing that too. Whether that’s looking at your Root Cause Analysis, reviewing your final response letters, or the whole complaints process, we’re here to help you get things back on track.

We have a very straight forward, honest approach that will guide and support you from start to finish. We offer bespoke packages, tailored to your needs, but to give you an idea of what we can offer, here’s an example:

  • On-site visit for a review
  • Written report outlining findings and recommended actions  
  • Bespoke training
  • Follow up meeting, set to your required timeline to follow up   

As we say though our consultancy packages are entirely bespoke, which means that there isn’t a one-size-fits-all for this type of work, so please get in touch if you’d like more information.



We believe in pricing transparency, so that you can plan around your budget. That’s why the costs quoted here don’t include any hidden costs. The price is as stated. 

The only exception being for in-house training. We have provided as much detail as we can, but as you can appreciate bespoke training will require a bespoke price. 

Please contact us for a quote if you are interested in this type of training by clicking the button below. 

Workshop pricing

Put simply, each standalone workshop is £350 per person. This takes into account the addtional costs incurred for running workshops. 

If you need more information, drop us a line on hello@cwsltraining.com.

In-house pricing

For in-house training with less than twelve members of staff, pricing will be based on one trainer attending. 

As a basic guide, the cost will be £175 per delegate, per day. However this is a basic cost and we maintain the right to add a travel supplement, depending on your location. 

For training with twelve or more delegates, there will be two trainers in attendance. Meaning that while the basic costs per delegate remain at £175 per delegate, per day, we would need to consider an additional trainer supplement and travel costs based on location and your individual training requirements.

There is a minimum delegate number of five needed to run this type of training.  

If you’re interested in our in-house training, please get in touch for a personal quote on hello@cwsltraining.com.

The important bit - terms and conditions


For the avoidance of doubt, you will not be confirmed as attending any workshops until the payment quoted on our invoice is made in full to CWSL Training Services Limited. 

On receipt of payment, you will receive confirmation by email of your booked place. 

We cannot accept any responsibility for any costs incurred if you travel without this confirmation. 

Should you need to cancel your booking with us, please contact us as soon as possible and no later than 24 hours before the day of training. 

A refund will be provided in full should you not wish to transfer to another date, but we reserve the right to deduct any reasonable costs incurred by CWSL Training Services Limited. 




For the avoidance of doubt, training will not be confirmed until we have received confirmation of your acceptance of the quote in writing (email is acceptable) and 50% of the full payment is made to CWSL Training Services Limited. 

On receipt of the 50% payment you will receive email confirmation giving details of the training being provided by CWSL Training Services Limited. 

The remaining 50% of the payment will be payable on completion of the training, unless otherwise stated and agreed. 

Should you wish to cancel the contract before the training has commenced, we require at least three week’s notice. A late notification charge will be payable if less than this notice has been provided and deductions made if CWSL Training Services Limited has incurred costs in relation to your cancelled booking. 

Need some more information?

We’re more than happy to answer any questions you have about our training, our pricing or if you just want to introduce yourself. 

You can contact us on hello@cwsltraining.com or fill in the form below. 

Your information is 100% secure with us and won’t be shared with anyone else under any circumstances.