For businesses

Training that helps organisations deliver better service

Practical, plain English training designed to help organisations improve customer service, consumer law knowledge, communication and inclusive service delivery.

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Helping teams build confidence every day

Our training combines practical guidance with real-world scenarios, giving teams the confidence to deliver fair, consistent and customer-focused experiences.

Practical learning

Real scenarios teams can apply immediately.

Expert trainers

Delivered by experienced consumer specialists.

Flexible delivery

Online, classroom or eLearning options.

Tailored solutions

Training adapted to your organisation.

Our flagship programme

Consumer Friend Academy

Train as a Consumer Vulnerability Champion. Twelve weeks of support and learning with Louise Baxter MBE and Adam Carter: four live online sessions, weekly reflection, peer support and a recognised certification on completion.

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Core training courses

Choose from our core training courses below. Each course page explains who the course is for, the available formats, what learners will be able to do, and how to book.

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1 hour

Sector-specific training

Consumer vulnerability for new homes providers

Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.
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1 to 3 hours

Sector-specific training

Consumer vulnerability for social housing providers

UK government policy plays a significant role in how social housing providers address consumer vulnerability. Policies and Consumer Standards highlight the government’s emphasis on protecting vulnerable tenants and ensuring that housing providers deliver high-quality, safe, and supportive services. This course delivers relevant consumer vulnerability training designed with social housing providers in mind by concentrating on common social housing complaints.

Sector-specific training

We also offer sector-specific training for New Homes and Social Housing. These pages bring together the courses most relevant to those sectors, including customer journeys, regulation, complaints and vulnerability.

Audience members taking notes at an event

1 hour

Consumer vulnerability for new homes providers

Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.

Explore
Woman pushing a shopping trolley through a supermarket

1 to 3 hours

Consumer vulnerability for social housing providers

UK government policy plays a significant role in how social housing providers address consumer vulnerability. Policies and Consumer Standards highlight the government’s emphasis on protecting vulnerable tenants and ensuring that housing providers deliver high-quality, safe, and supportive services. This course delivers relevant consumer vulnerability training designed with social housing providers in mind by concentrating on common social housing complaints.

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How training is delivered

Training can be delivered live online, in the classroom, as eLearning hosted by Consumer Friend, or as a SCORM package for your own learning system. View our delivery options and guide pricing to understand the likely starting point before you contact us.

Live online

Interactive sessions delivered through Teams

Classroom

Face-to-face at your office or agreed venue.

eLearning

Hosted by Consumer Friend, with completion info

SCORM package

Ready for your own LMS

Bespoke

Tailored training and consultancy

Organisations we've worked with

What our customers said

  • Placeholder testimonial. The training was clear, practical and built around the situations our advisers actually face. The team left with things they could use the next day.

    Sample customer one

    Head of customer experience

    Placeholder company

  • Placeholder testimonial. Plain English throughout, no jargon, and the trainer handled our questions on vulnerability with real care. We have already booked a second session.

    Sample customer two

    Customer service manager

    Placeholder company

  • Placeholder testimonial. Our complaint handling has improved measurably since the course. The mix of live sessions and eLearning suited a team spread across several sites.

    Sample customer three

    Operations director

    Placeholder company

  • Placeholder testimonial. The consumer law session gave our advisers the confidence to explain rights clearly instead of reaching for a script. Complaints are resolved faster as a result.

    Sample customer four

    Contact centre lead

    Placeholder company

  • Placeholder testimonial. Inclusive and accessible design was new ground for most of the team. The trainer made it practical, with examples from our own customer journeys.

    Sample customer five

    Head of digital

    Placeholder company

  • Placeholder testimonial. We rolled the eLearning out to two hundred staff in a month. The SCORM package dropped straight into our platform and the completion rate has been excellent.

    Sample customer six

    Learning and development manager

    Placeholder company

  • Placeholder testimonial. The bespoke course for our housing teams covered exactly what we asked for and nothing we did not. Feedback from the frontline has been the best we have had for any training.

    Sample customer seven

    Director of housing services

    Placeholder company

  • Placeholder testimonial. Clear, warm and grounded in real cases. Our managers now talk about vulnerability as part of everyday service rather than as a compliance topic.

    Sample customer eight

    Customer care director

    Placeholder company

Ready to talk about training for your team?

Book a conversation and we'll help you find the right course, format and starting point for your organisation. We will reply within 2 working days.

Get in touch to book