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21 October 2021
Millennium KnightsbridgeLondon

Caroline Wells
Co-Founder & Complaints Specialist at CWSL Consultancy Ltd


Caroline is an award-winning Customer Insight professional with over 25 years of experience across different regulated markets.

Having held a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, diversity legislation, stakeholder engagement, complaints handling and consumer vulnerability.

Having set up her own business, Different Petal Consulting Ltd in 2017, Caroline holds a number of appointed roles, including: Commissioner to Energy UK’s Customers in Vulnerable Circumstances Commission, an Advisory Board Member to the Money and Mental Health Policy Institute, Independent Advisor to the Kent Police and Crime Commissioner, Consumer Vulnerability Expert at the Money Advice Trust, and Member of CIVEA’s (The Civil Enforcement Association) Compliance, Adjudication and Review of Enforcement (CARE) Panel.

And in 2018, struck by the number of unnecessary complaints making their way to the ombudsman service and the things that continue to trip firms up, Caroline joined forces with ex-FOS colleague Sarah Lawrence to set up CWSL.

In 2020 Caroline won National Centre for Diversity Advisor of the Year.

Agenda Sessions

  • What does the new Consumer Duties regulation mean for Complaints?


Speakers at this event