Product catalogue

Products that help your organisational effectiveness


We understand that business needs can change at any time, so we've created flexible product solutions that are designed to grow alongside your business.

If you join our membership scheme, then you'll gain access to a range of products as part of your membership. The products below are available to members only.

Our products

Discover how your business can achieve customer service success with the right support, training and consultancy through our products.

Join our membership scheme

Become a member to meet your regulatory needs and access a world of unique services and benefits. Please fill in the simple form below and a member of our team will be in touch.

  • Resolve disputes and build trust
  • Reduce service failure cost
  • Be competitive
  • Improve customer retention
Join today

Products to help your organisational effectiveness

For energy and communication providers

Case Management System (CMS) – Introduction / Refresher - Training Module

Take a digital walk-through of our custom-built case management system from the eyes of a consumer and a business user.

Duration: 2.5 hours

Level: Beginner and intermediate. Experience of the OS case management system required.

Suggested attendees: Complaints/case advisors, team managers, operational managers, customer service managers or equivalent.

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  • Train or refresh your complaint handling team on CMS
  • Experience the customer journey as a consumer as well as a business
  • Gain in-depth system knowledge
  • Understand the benefits of proposing FCR for the early resolution of complaints

For energy providers only

Back Billing Code - Training Module

Through our digital training and refresher sessions, we'll pair guidance on the billing code of practice with real-life cases to help you identify issues and ultimately recover revenue.

An energy provider cannot seek payment from a consumer for unbilled energy that was used more than 12 months ago. Due to this, some energy suppliers are losing thousands of pounds a year because they have to write-off bills. It's more important than ever to accurately keep track of what you are billing customers and when.

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  • Gain valuable insight into billing code with real-life case studies
  • Prevent revenue losses
  • Avoid customer detriment, billing and customer service issues
  • Take advantage of refresher sessions after the digital training

For energy and communication providers

Understand and unlock the data insights in your monthly reports - Training Module

Report by report, you’ll be taken through the data to learn what it means and what trends to look out for in the context of a 13-month, sector specific window. Also included is time to review what the data can tell you about complaints in the sector as a whole.

*Member companies that have nine or more complaints per month receive monthly SLP reports.

Level: Beginner to intermediate

Suggested attendees: Complaints team managers, operational managers, customer service managers or equivalent.

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  • Gain a deeper understanding of the data and insights available in OS monthly reports
  • Pick out trends, key themes and areas for improvement
  • Unlock the ability to turn the data and insights into something actionable
  • See how you compare to other providers in the sector

Requesting further materials

As a fully onboarded member of a scheme, you will gain access to additional training materials, modules and assets, such as:

  • Digital training materials focused on building your customer service knowledge
  • Regular insight and data reports that identify trends and the root causes of complaints
  • An in-depth training video, introduction and demonstration on how to use our complaints case management system (CMS)

Speak to our team about your needs

Call: 01925 773921


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