We have a solution that works for you

Workshops that cover all the key topics in complaints handling, giving your staff the confidence to spot and resolve complaints
Bespoke training
If you are looking for particular knowledge gaps to be filled, we can design and deliver bespoke training solutions

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

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We’re glad you asked, because we’re firm believers that unless you’ve been on the front line of complaints, you’ll not know what it’s actually like and what you need to know to be, not just a good complaints handler, but a great one. 

It’s for that reason that we’re keen to make sure the training we provide is informative, relevant and very interactive. We provide key information,  practical exercises and plenty of opportunities to clarify understanding 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.  

We usually offer both face to face and online, but as you can imagine with things being as they are presently, we have no plans to offer face to face training until Easter 2021. At this time it will be reviewed, based on demand, as well as the larger social context, and this may change.

If you would like to join us on an online workshop, all you’ll need is a laptop, tablet or a phone. 

Once you’re registered with us, and have received confirmation from us, we’ll send you a link for the online session…and that’s it. All you need to do is on the day, click the link, sit back and join us on the live session. 

That’s right, you can either join us on one of our ‘off the peg’ workshops, which means you have the opportunity to meet other people from across the industry, sharing your knowledge and insight, or you’re welcome to book us for an in-house training session. 

Because every business is different we offer an ‘in-house’ option that allows us to make this more bespoke to address any training needs. For example, previous clients have requested a combination of our workshops spread across varying time frames or have asked for something entirely bespoke. 

As you can see we’re very flexible – just tell us what your requirements are.


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. 



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 

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 ‘D&I’ 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 ‘D&I’
  • Top tips for setting out your awards for the customer
  • Dealing with repeat complainers 

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

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

Click here for more information about our workshops