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Welcome to Different Petal

Welcome to Different PetalWelcome to Different PetalWelcome to Different Petal

Welcome to Different Petal

Welcome to Different PetalWelcome to Different PetalWelcome to Different Petal
Name of the business




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A bit about me

Hello, I'm Caroline Wells. Thank you for visiting my website! 

  

For (almost)  three decades now I’ve championed the consumer and employee voice. My background as a customer insight professional, complaints handling and consumer vulnerability expert across a number of industries, has given me an excellent grounding in what makes for a good customer experience.


Formerly head of outreach and customer insight at the Financial Ombudsman Service, in 2017 I set up on my own to work directly with businesses and organisations as an independent consultant. 


I work with the Money Advice Trust as a Senior Subject Matter Expert (Consumer vulnerability and Customer Service), and in 2018 was appointed as a Commissioner to Energy UK’s Commission for Consumers in Vulnerable Circumstances.


I am also a member of the Money and Mental Health Policy Institute’s Advisory Board, Independent Advisor to the Kent Police and Crime Commissioner and a Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel.   


Along my career, I’ve led teams to win coveted awards, and in 2020 I received the Advisor of the Year award from the National Centre for Diversity. Something I'm extremely proud of.


Recognised industry-wide as a progressive customer service  professional, I speak regularly at events and have been known to make the odd appearance as an expert on BBC’s Rip Off Britain!

In 2018 - and in response to the demand for in-depth, effective and highly practical training on handling complaints - I co-founded CWSL Training Services with a highly experienced former FOS colleague. 

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What I do


Every business is unique. And one size does not fit all.


So trying to say what I do in a paragraph is quite difficult!


What I do depends on what the client wants and needs. This can range from 'one-off' consultancy and gap analysis reviews, to working with a client over a longer period of time - from creating and putting in place changes to policies and processes, to providing specialist training to staff.


Here's a taster of the some of the areas I work in:


  • Vulnerable consumers
  • Complaints handling
  • Accessibility
  • Customer experience
  • Customer insight
  • Outreach strategy
  • Brand reputation


I could list everything here, but that would be a bit boring, wouldn’t it? So, if you want to know the full ins and outs of my entire career, grab a cup of tea/coffee, pull up a chair and visit my LinkedIn profile. 


How to get in touch

By email

caroline@differentpetal.co.uk

By phone

07921 220217

Proud to be associated with

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Copyright © 2019 Different Petal Consulting Limited - All Rights Reserved.




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