Our services

Our reputation for best practice

We have developed a reputation for delivering best practice in effective complaint and feedback management. We provide judges to the National Customer Service Awards (including Public Sector and Education, Complaints Manager and Complaints Team categories) and we also developed a new supplementary standards for complaint management in the public, financial and tourism sectors for the British Standards Institution.

We also provided the key researcher for a study of complaint handling by Registered Social Landlords (commissioned jointly by the Housing Corporation and Independent Housing Ombudsman) including facilitating several focus groups with complainants and key staff from organisations and consumer rights groups.

We deliver a variety of consultancy and training products to a wide range of organisations in the commercial and public sectors.

We also provide an independent complaint resolution service to several organisations across local government and social housing.

Our training and coaching products develop employee skills in customer service and these utilise our fast guides to customer care topics.