Hello, I'm Caroline Wells. Welcome to Different Petal Consulting Limited.
For the last two decades I’ve championed the consumer and employee voice. My background as a customer insight professional and diversity expert, alongside a deep-rooted knowledge of Essential and Financial Services, has given me a good grounding in what makes for a good customer experience. Formerly head of outreach and customer insight at the Financial Ombudsman Service, in 2017 I co-founded MeIncluded - a disability access review site - to improve the quality and reliability of accessibility. Along with a recent appointment as a commissioner to Energy UK’s consumer vulnerability commission, my current roles include being a member of the Money and Mental Health Policy Institute’s Advisory Board, independent advisor to the Kent Police and Crime Commissioner, accessibility and customer service expert at the Money Advice Trust and assessor at the National Centre for Diversity.
Along my career, I’ve led teams to win coveted awards, and in 2017 I was honoured to be recognised and shortlisted for the Most Inspirational Individual Award.
I’m a member of the Chartered Institute of Public Relations and Institute of Customer Service Recognised industry-wide as a progressive customer insight and finance professional, I also speak regularly at events and make the odd appearance as an expert on BBC’s Rip Off Britain Live and recorded shows.
Every business is unique. I'll work with you to understand what you need, and tailor the service I provide - from consultancy and reviews, to audits and training. Here are some of the areas I can help with you with:
Customer insight & outreach strategy
Public relations & brand reputation
Equality, inclusion & diversity
Complaints handling & quality standards
Accessibility & vulnerable consumers