Bespoke Consultancy for Complaint Handling, Investigations & Service Improvement
We design fully bespoke consultancy packages that combine any of our services — investigations, policy reviews, training, case audits, process mapping and organisational learning — into one tailored programme. Every consultancy project is shaped around your sector, your regulatory context 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 local pressures across England and Wales.
- Flexible Mix of Services Combine investigation support, training, policy review, staff engagement and improvement planning into one coordinated solution.
- Practical, Actionable Outcomes Clear recommendations, realistic implementation plans and measurable improvements aligned to your regulatory and operational needs.
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How Our Bespoke Consultancy Supports Your Sector
Every consultancy project is shaped around your organisation’s context, regulatory requirements and operational pressures. Below is an overview of how our tailored approach works across different public-facing sectors and the types of improvements we help organisations achieve.
Support tailored to the Housing Ombudsman’s and PSOW Complaint Handling Codes, Welsh Regulatory Frameworks, and sector priorities such as repairs, communication gaps, vulnerability and tenancy-related concerns. Consultancy can include process mapping, policy alignment and investigation capacity building.
Bespoke support aligned with statutory duties, safeguarding frameworks, multi-agency processes and corporate complaints. Ideal for service redesign, case audit programmes, learning reviews or improving consistency across Children’s and Adults’ Services.
Consultancy shaped around NHS complaint regulations, Duty of Candour, patient experience challenges, non-clinical case reviews and communication improvements. Suitable for PCNs, GP practices, complaints teams and governance committees.
Support designed for operational demands, professional standards, risk management and high-emotion public contact. Can include process redesign, training uplift, investigation quality assurance or learning reviews.
Bespoke consultancy to improve scripts, triage processes, tone of voice, escalation routes and customer journeys — reducing repeat contact and improving resolution at first point of contact.
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