Contact

Bespoke Consultancy

Bespoke Consultancy for Complaint Handling, Investigations & Service Improvement

We design fully bespoke consultancy packages that combine our services — investigations, policy reviews, training, case audits, process mapping and organisational learning — into one tailored programme. Every consultancy project is shaped around your organisation, sector and the real challenges your teams face, providing practical, evidence-based improvements that deliver better outcomes for customers, staff and the organisation.

  • Tailored to Your Organisation We build consultancy packages that reflect your policies, processes, data, priorities and operational pressures.
  • Flexible Mix of Services Combine investigation support, training, policy review, staff engagement and improvement planning into one coordinated programme.
  • Practical, Actionable Outcomes Clear recommendations, realistic implementation plans and measurable improvements aligned to your organisational and operational needs.
Contact
// Sector-Specific Support

How Our Bespoke Consultancy Supports Your Sector

Every consultancy project is shaped around your organisation’s context, priorities and operational pressures. Here is an overview of how our tailored approach works across different sectors and the types of improvements we help organisations achieve.

Book a Consultation
Support tailored to the Housing Ombudsman’s Complaint Handling Code and PSOW Complaints Standards Authority, focusing on themes such as repairs, communication, vulnerability and tenancy-related concerns. Consultancy may include training, process mapping, policy alignment and building independent investigation capacity.
Support tailored to Local Government and Social Care Ombudsman expectations and PSOW Complaints Standards Authority requirements. Consultancy can include complaint handling reviews, process mapping, case audits, staff training and building independent investigation capacity to strengthen consistency, learning and defensible decision-making.
Consultancy aligned to NHS complaint procedures, Duty of Candour and patient experience priorities. Support can include non-clinical case reviews, communication improvements, training and governance support for Primary Care Networks, GP and dental practices, complaints teams and governance groups.
Support designed around the realities of operational policing, professional standards and high-emotion public contact. Consultancy may include process redesign, training development, investigation quality assurance and organisational learning reviews.
Consultancy designed for organisations managing high volumes of customer feedback, complaints and emotionally charged situations. Support can include customer journey reviews, complaint process design, training, escalation reduction and reputation-focused service improvements.
Consultancy tailored to the sensitive and complex nature of non-profit work, including safeguarding, vulnerability and trauma-informed practice. Support may include complaint process reviews, staff training, case audits and governance guidance to strengthen trust, fairness and accountability.
Bespoke consultancy to improve scripts, triage processes, tone of voice, escalation routes and customer journeys — helping reduce repeat contact and improve first-contact resolution.

Discuss bespoke consultancy

Tell us about your organisation and the support you’re looking for, and we’ll be in touch to discuss how we can help.

image