Bespoke Training

Our bespoke training supports teams managing high volumes of complex complaints across council services. Content can be aligned to the Local Government & Social Care Ombudsman’s Complaint Handling Code and PSOW Complaints Standards Authority, with scenarios reflecting real challenges such as housing, social care, environmental services and customer contact. Training focuses on early resolution, clear communication and defensible decision-making.

Our programmes can be aligned to NHS England and NHS Wales complaint procedures, including Duty of Candour, patient experience expectations and investigation standards. Using realistic healthcare scenarios, we support both clinical and non-clinical teams to communicate clearly, investigate effectively and produce fair, defensible responses that stand up to internal, regulatory and Ombudsman review.

Training is tailored to the realities of operational policing and professional standards frameworks across England and Wales. We can align with expectations from the Independent Office for Police Conduct (IOPC) and Police and Crime Commissioners, while recognising how community trust, vulnerability and high-emotion contact influence complaints. Scenarios reflect real operational pressures and support teams handling complaints and investigations in-force.

Training designed for organisations managing high volumes of customer feedback, complaints and emotionally charged situations. We support teams in hotels, holiday parks, visitor attractions, leisure providers and travel services to handle complaints confidently, reduce escalation and protect brand reputation through clear, consistent communication and fair decision-making.

We adapt training to the sensitive and often complex nature of non-profit work, incorporating safeguarding responsibilities, trauma-informed practice and the realities of supporting vulnerable people. Content aligns with regulatory expectations across England and Wales, helping teams maintain trust, fairness and professionalism when handling concerns, feedback and service complaints.

Training designed for teams managing high volumes of customer contact, complaints and complex conversations. We help contact centre and customer service teams strengthen communication, reduce escalation and handle challenging interactions with confidence, consistency and professionalism.