Sarah Lawrence

Financial Services Complaints Expert

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Sarah is our Financial Services Complaints Expert. She is Co-Director of CWSL Training Services Limited, which is on a mission to help businesses get more out of the complaints process, support customers and their front-line complaints handling staff into the bargain.

 

Sarah writes and delivers complaints training, but also is passionate about getting more hands on with businesses through her consultancy work. By changing perspectives on complaints, and encouraging investment in staff from top to bottom, Sarah believes businesses can demonstrate the cultural shift the regulator is looking for.   

 

Sarah has worked in customer service roles since the start of her career, and specifically in the financial services sector for over 20 years with over 16 years in various roles at the Financial Ombudsman Service. As a result, she knows complaints like the back of her hand and what customer service should look like. More recently she has qualified as a coach and a counsellor, and is looking forward to combining her passion for customer service, complaints and mental health.  

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