Our aim is to be a nationally and internationally recognised leader in dynamic and innovative learning, knowledge exchange and research in consumer insight.
With an established reputation for high quality accredited training for ombudsman and complaint handling organisations, the Centre has provided accredited training for over 1000 ombudsman colleagues and CPD training for 700 regulatory staff during the last three years.
As the first academic institution to be licensed and approved for the provision of the Ombudsman Association case handler training courses, we hold a unique position in the university sector to run effective programmes for this sector and for organisations within the jurisdiction of ombudsman and complaint handling organisations.
Areas of expertise include:
- Complaint Handling
- Effective Investigation
- Dispute Resolution
- Ombudsman Practice
- Customer Service/Customer Experience
- Communication and Persuasion
- Consumer Protection and Trading Standards
- Regulatory Enforcement
- Decision Making
- Report writing
- Law and Regulation
We have developed a model of accredited training which is highly suited to work-based learners in a variety of organisations in the private and public sectors. Using appropriate technologies, we facilitate learning approaches designed to meet the needs of your organisation. New courses are planned for financial services, legal services and a range of public services.
Press Release links
Complaint Masterclass - The value of Aplology
If you would like further information on any aspect of the activities of the Consumer Insight Centre, please contact the Director of the Centre, Carol Brennan via email or by telephone:
0131 474 0000 (voice activated so ask clearly for Carol Brennan) or by post:
Director, Consumer Insight Centre
School of Arts, Social Sciences and Management
Queen Margaret University
Edinburgh EH21 6UU