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.
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:
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.
In this video I cover the key points coming out of the FCA's final guidance, and highlight some of the areas firms should start looking at now.