Our People

Our team of Ombudsman hold qualifications in law and in complaint handling and have amassed considerable experience in resolving complex consumer disputes. All of our people are expected to abide by our values which represent how we approach all aspects of our work and demonstrate our commitment to everyone involved in our service.

Our Executive Team

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Kevin Grix
LL.B (Hons), PGDip, ACIArb

Chief Executive and Chief Ombudsman

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Kevin Grix

LL.B (Hons), PGDip, ACIArb

Kevin was appointed in 2008 and is responsible for directing the activities of the Ombudsman. He read law at university for 3 years and graduated with honours, prior to studying to be a Barrister in London at the Inns of Court School of Law. He was called to the Bar by the Honourable Society of the Inner Temple, after successfully passing his Bar exams and is also professionally qualified by the Chartered Institute of Arbitrators (CIArb).

In 2015 Kevin was appointed to the Executive of the Ombudsman Association, a body that advises government and helps to oversee the ombudsman and complaint handling landscape in the United Kingdom. In November 2018, Kevin was invited to join the Board of Trustees at Citizens Advice Stevenage.

Kevin also holds a position on the Advisory Board to the Independent Football Ombudsman, a scheme that was established by the football authorities (The Football Association, The Premier League, and The Football League) to receive and adjudicate on complaints which have not been resolved at an earlier stage.

Kevin has a keen interest in consumer affairs and has appeared several times on television, radio and in the press to provide expert opinion on a range of issues that affect consumers. He has a specialist understanding of consumer law and has written and presented a series of accredited courses and seminars in this field. Kevin was previously employed for 2 years as in-house legal counsel at a global certification and testing business and in 2005 he was part of the team of advisers that set up the University of Hertfordshire Law Clinic, a pro-bono legal advice centre that served the local community. Kevin’s previous non-legal and ADR career includes senior positions in the retail, financial and online gaming industries.

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Billy Quinn
BA (Hons)

Managing Director

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Billy Quinn

BA (Hons)

Billy initially trained as an engineer before beginning a career in retail during the 1980s. His appointments have included divisional and national leadership roles within some of the largest retailers in the United Kingdom.

Billy has held a number of non-executive board and committee positions, including Chairing a charitable fundraising committee. He has a keen interest in education and training which has seen him pioneer a range of courses in a number of sectors.

In 2015 Billy was instrumental in creating the Consumer Protection Alliance (consumerprotectionalliance.org ) which helps to raise consumer awareness of safety issues within the home.

In his spare time Billy is a mentor and coach to aspiring business leaders. In 2018 Billy stepped down as non-executive Chairman to take up the executive role as Group Managing Director where he will lead on operations and systems.

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Richard Griffin
ACIArb

Director of Operations and Service Delivery

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Richard Griffin

ACIArb

Richard is responsible for the day to day management of the Ombudsman, ensuring that the highest standards are achieved and maintained in accordance with our rules, values and quality assurance policies.

He is responsible for promoting the work of the Ombudsman and fostering relationships with all of the stakeholders that have an interest in our work or that use our service.Richard began his career with a management role in the financial services industry and has subsequently held senior positions with a business consultancy and a market leading waste management company.

Our Senior Team

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Judith Turner
LL.B (Hons), PGDip, ACIArb, Solicitor

Legal Counsel & Head of ADR

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Judith Turner

LL.B (Hons), PGDip, ACIArb, Solicitor

Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.

Judith was previously employed by a City Law firm, practising in Commercial Law. An experienced legal professional, Judith also specialises in Alternative Dispute Resolution and joined The Ombudsman in 2011. Since her appointment, Judith has written and presented a wide variety of training courses on Consumer Law and Compliance.

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Sarah Griffett
LL.B (Hons), ACIArb

Senior Ombudsman and Head of Casework

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Sarah Griffett

LL.B (Hons), ACIArb

Sarah joined the Dispute Resolution Ombudsman in June 2015 to lead the work of the Consumer and Member Services team, which provides membership and consumer advice services. In October 2017, Sarah took up a new position leading the Ombudsman team as Senior Ombudsman and Head of Casework. Sarah has obtained a Level 5 BTEC in Complaint Handling and Investigation and has completed a leadership and management course at City University.

Sarah read Law for 3 years prior to graduating with honours in 2008. Later the same year she took up an advisory post at Consumer Direct, the national government backed consumer advice service. After some time with Citizens Advice, Sarah moved in to the private sector in 2010 where she worked as a Customer Service Executive responsible for managing commercial contracts and customer complaints.

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Sarah Payne
MSc BTM, ITIL Foundation

Head of Customer Contact

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Sarah Payne

MSc BTM, ITIL Foundation

Sarah joined the Rail Ombudsman as Contact Manager in September 2018, bringing with her a wealth expertise and 25 years of experience within the Contact Centre and Operations environment across multiple sectors including Aviation, Finance, Retail and IT.

Sarah studied at Ruskin University and has attained a postgraduate in Call Centre Management and a MSc in Business Technology Management.

She is responsible for the day to day delivery of performance and productivity of the Rail Ombudsman Contact Team.

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Matthew Thomas
BSc (Hons)

Head of Engagement

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Matthew Thomas

BSc (Hons)

Matt joined the Ombudsman in June 2018, bringing diverse experience and customer service expertise gained in the public and private sectors, working across a range of industries. As Head of Engagement, Matt’s responsibilities include stakeholder relationship management.

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Sarah Simmonds

Head of Consumer and Member Services

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Sarah Simmonds

Sarah joined The Ombudsman in January 2018 to lead the work of our Consumer and Member Services Department, which provides membership and consumer advice and operates our expert witness services. Sarah has spent her career in managerial positions within market-leading commercial and not-for-profit organisations including a research association that influences regulatory change at a European level.

Sam Park
DCA, ICA, MCIArb

Lead Ombudsman

Sam Park

DCA, ICA, MCIArb

Sam joined the Dispute Resolution Ombudsman in October 2018 as a Lead Ombudsman bringing with her a wealth of expertise in consumer law issues. Prior to becoming Lead Ombudsman, Sam gained invaluable experience in case management through her role as a conciliator. Sam specialises in Consumer Civil Law and her career in dispute resolution spans 30 years, during which time, she completed her Diploma of Consumer Affairs. Sam is also a Member of the Chartered Institute of Arbitrators and the Treasurer for the Institute of Consumer Affairs.

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Eby Oligboh
LL.B (Hons), PGDip, ACIArb

Lead Ombudsman

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Eby Oligboh

LL.B (Hons), PGDip, ACIArb

Eby studied Law at the University of Southampton and graduated with honours in 2014. She subsequently completed the Legal Practice Course at BPP Law School where she focused on Corporate Finance and Intellectual Property Law.

Since joining the Dispute Resolution Ombudsman in 2016, Eby has developed a depth of experience in the critical analysis of a range of evidence and has completed a Level 5 BTEC course in Complaint Handling and Investigation. In 2018, Eby was seconded onto the Rail Project Implementation Team and played an integral role leading up to the launch of the Rail Ombudsman service. During this time, Eby successfully led the application of the Rail Ombudsman for membership of the Ombudsman Association and accreditation from the Chartered Institute of Trading Standards.

Eby has a keen interest in consumer protection issues and was opportune to liaise with the Government Department for Business, Energy and Industrial Strategy regarding consumer detriment in 2017.

Prior to joining the Rail Ombudsman, Eby developed her legal expertise through placements at leading commercial law firms in London and as a Citizens Advice Advisor where she handled a diverse range of legal issues. She also worked within the legal and company secretarial department of a global manufacturing company for six months. During this time, she drafted legal documents, provided analysis of legislative changes and developed pragmatic guidance to clarify emerging regulatory obligations

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Niall Murphy
ITIL Foundation & Service Operations

Contact Lead

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Niall Murphy

ITIL Foundation & Service Operations

Niall has worked for over 12 years within the Customer Service environment, excelling most recently within the IT Service Desk, End-User computing industry. He has continually explored new challenges and has attained qualifications in ITIL Foundation and ITIL Service Operations. Niall has gained experience across several roles, including as a First Contact Agent, Service Desk Supervisor, Service Desk Management and Service Delivery Management. As a result, Niall has acquired a wealth of expertise in Contact Centre efficiency and performance. As part of the Rail Ombudsman, Niall will be responsible for overseeing the performance of the Customer Contact Team and supervising the service delivery.

Our Ombudsman Team

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Jude Gosden
BSc. (Hons), PGDip

Ombudsman

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Jude Gosden

BSc. (Hons), PGDip

Jude studied and graduated at University College London with a life science degree.  She then went on to work in forensics at the Specialist Crime Directorate of the Metropolitan Police for twelve years.  During her time at the police, she read law at BPP University and gained a Graduate diploma in law.

She started working as an Ombudsman at the Dispute Resolution Ombudsman and has gained extensive knowledge and experience in alternative dispute resolution.  She gained further qualifications in consumer law as well as complaint handling.

In autumn 2018, she became part of the launch of the Rail Ombudsman. She is currently part of the Ombudsman team.

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Rosie Tackley
BA (Hons), MSc, GDL, LPC

Ombudsman

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Rosie Tackley

BA (Hons), MSc, GDL, LPC

Rosie was originally a Sheffield Business graduate, followed up with a QMUL Masters in Globalisation and Development.  This led to a career within the public and charitable sector, working for organisations such as the National Probation Service and Sue Ryder.  After attainment of the College of Law LPC, she worked at Shelter Legal Services for 5 years, supporting litigation for vulnerable clients facing homelessness and repossession.  The demise of Legal Aid prompted Rosie to take a different public-focused career route, by working as an Ombudsman, where she has acted concurrently on disputes relating to furniture, removals, installations and Trusted Traders.

Rosie’s work as an Ombudsman since June 2017 demonstrates her well-developed knowledge of consumer law,  and proven ability in dealing with consumer disputes on a wide range of issues, alongside excellent customer service. This has been further developed through the attainment of a BTEC accreditation in Complaint Handling, delivery of internal training, and progression toward her professional CIArb qualification.

Rosie was keen to transfer this knowledge and skill set toward pioneering the Rail Ombudsman service, because having commuted for over 10 years, she knows the importance of  increased accountability in this sector and raising industry standards.  Toward her new role, she has engaged in rail specific training, stakeholder engagement and research, that further immerses her in the relevant consumer law and discrimination issues from the perspective of all relevant parties.

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Kimberley Clifton
LL.B (Hons), PGDip

Ombudsman

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Kimberley Clifton

LL.B (Hons), PGDip

Kimberley studied her Law Degree at the University of Leicester and graduated in 2017 with an Upper Second Class with Honours. She then went on to gain a scholarship to study the Bar Professional Training Course at Manchester Metropolitan University which she passed with a ‘Very Competent’ grade. Kimberley was called to the Bar of England and Wales by Lincoln’s Inn in July 2018.

During her studies, she gained legal experience by taking part in pro-bono projects, participating in client interviewing and undergoing mini-pupillages. Kimberley was accredited as a commercial and civil mediator in August 2018. Prior to joining The Rail Ombudsman, she worked at the Dispute Resolution Ombudsman.

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Tom Wicks
LL.B (Hons)

Ombudsman

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Tom Wicks

LL.B (Hons)

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Ashley Howkins
LL.B (Hons)

Ombudsman

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Ashley Howkins

LL.B (Hons)

Ashley studied law at The University of Hertfordshire graduating with honours in 2017.

Whilst completing her degree she worked as a team leader within retail and customer services, going on to then gain valuable experience at Dispute Resolution Ombudsman working as part of the Consumer and Member Services team for 10 months. As part of this team Ashley oversaw the processing of applications, answered queries from consumers and retailers that contacted the ombudsman each day and managed the aftercare department. Ashley has recently engaged in a Level 5 BTEC course in Complaints Handling and Investigation and has gained invaluable insight into the rail industry through engagement visits with key stakeholders. In doing so, Ashley has developed a keen interest in consumer law issues within the rail industry and will be working as an Ombudsman within the Rail Ombudsman.

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Scott Mills
LL.B (Hons)

Ombudsman

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Scott Mills

LL.B (Hons)

A law graduate from the University of Hertfordshire, Scott has a wealth of commercial experience; specialising in client engagement, performance management and sales. Scott joined as an Assistant Ombudsman in early 2018, he has quickly progressed through the organisation and is now part of the Ombudsman team. He has engaged with key stakeholders within the rail landscape to help identify and understand the challenges the industry faces currently. Scott has undertaken extensive training in consumer rights and equality issues and has recently completed a Level 5 BTEC course in Complaint Handling and Investigation.

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Holly Willson
LL.B (Hons), LL.M

Ombudsman

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Holly Willson

LL.B (Hons), LL.M

Holly studied a Masters in law, specialising in Human Rights Law at Cardiff University and graduated with a distinction in 2016. Prior to her postgraduate degree, Holly studied Law at the University of Gloucestershire. In previous roles Holly has worked in the financial services industry and more recently had been managing her own caseload in a legal services firm. Holly has also volunteered for UNICEF and Cardiff City Council helping to improve the lives of young people in Cardiff. Holly hopes to maintain her academic focus on legal rights in her new position as an Ombudsman.

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Katie Lin
LL.B (Hons), ACIArb

Ombudsman

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Katie Lin

LL.B (Hons), ACIArb

Katie studied Law at The University of Westminster for three years before graduating with honours in 2016. Prior to joining the Ombudsman, Katie worked as a paralegal for a London based law firm, where she gained practical experience in various areas of law. Since joining the Ombudsman in 2016, Katie has gained a City and Guilds accreditation in Consumer Law and completed a Level 5 BTEC course in Complaint Handling and Investigation.

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Chloe Lewis
LL.B (Hons)

Ombudsman

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Chloe Lewis

LL.B (Hons)

Chloe studied Law at The University of Westminster and graduated with First Class Honours in 2017. Whilst studying for her degree, she gained legal experience through spending a year working as a paralegal for a firm of solicitors based in London. Here, she assisted through drafting legal documents, corresponding with clients and considering evidence. Prior to this, Chloe volunteered for her local Citizens Advice Bureau where she worked on their telephone advice service advising on various issues including consumer rights.

Since Joining the Ombudsman team, Chloe has participated in various training courses. This has included completing a Level 5 BTEC course in Complaints Handling and Investigation and a City & Guilds accreditation in Consumer Law.

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Molly Davis
LL.B (Hons), PGDip, LL.M

Ombudsman

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Molly Davis

LL.B (Hons), PGDip, LL.M

Molly studied Law at the University of Hertfordshire, graduating with First Class Honours. She then studied for the Legal Practice Course combined with Masters in Law at the University of Law in London. Alongside her study, Molly worked part-time with the Dispute Resolution Ombudsman as a Consumer and Member Service advisor and after graduating she joined the Ombudsman team full time. Since joining the Ombudsman team, Molly has undertaken various training courses including a Level 5 BTEC course in Complaint Handling and Investigation and a City & Guilds accreditation in Consumer Law.

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Emma Warman
LL.B (Hons), PGDip, MSc

Ombudsman

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Emma Warman

LL.B (Hons), PGDip, MSc

Emma studied law at the University of Greenwich and graduated with honours in 2014. She then went on to complete the Legal Practice Course (LPC) combined with a Masters in Business, Law and Management (MSc) at the University of Law in Moorgate. Prior to joining the Ombudsman, Emma gained legal experience working for the Serious Fraud Office (SFO) and working as a paralegal for a solicitor’s firm in both Hertfordshire and London.

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Beth Goodall
LL.B (Hons) 

Ombudsman

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Beth Goodall

LL.B (Hons) 

Beth studied Law with professional placement and graduated in 2017. Having worked in a central London Solicitor’s firm throughout her placement year and as a paralegal after graduating, Beth has been able to apply her legal skills and to develop invaluable commercial experience.

Beth joined the Dispute Resolution Ombudsman in September 2018. Since joining, she has completed a Level 5 BTEC course in Complaint Handling and Investigation.

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Erika Grimshaw
LL.B (Hons)

Assistant Ombudsman

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Erika Grimshaw

LL.B (Hons)

Erika is an Assistant Ombudsman on the Rail Ombudsman team. She joined the company in October 2018 having newly graduated from the University of Warwick with a First-Class Honours Degree in Law. During her time at university she worked with a local law centre, giving advice to clients with asylum and immigration concerns. She was also a keen mooter, having presented cases in courts as high as the Supreme Administrative Court of Finland during her study year abroad.

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Hailey Nash
LL.B (Hons), LL.M

Assistant Ombudsman

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Hailey Nash

LL.B (Hons), LL.M

Hailey studied law at The University of Bedfordshire graduating with First Class Honours in 2016. She then graduated with a Commendation in her Masters in International Business Law in 2017.

Whilst studying for her degree and masters, she gained legal experience through volunteering with The Refugee Legal Assistance Project, aiding vulnerable clients with the process of Family Reunion applications. Hailey also volunteered with the Law Clinic, being an initial advisory and signposting service for consumers with Commercial, Employment and Housing issues.

Hailey joined the Rail Ombudsman in October 2018 as an Assistant Ombudsman, helping with the creation of training materials to assist the knowledge of the rest of the team.

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Hannah Gradwell Smith
LL.B (Hons)

Assistant Ombudsman

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Hannah Gradwell Smith

LL.B (Hons)

Hannah studied law at Bournemouth University, graduating with honours in 2018. Whilst studying, Hannah undertook a placement year working as a paralegal for a firm based in Hove, allowing for knowledge learnt on her degree to be put into practice.

Hannah joined the Ombudsman as a Consumer and Member Services Advisor and has since joined the Assistant Ombudsman team. Hannah was actively involved with setting up the Rail Ombudsman, designing training exercises to aid the rest of the team whilst improving her own knowledge of the rail industry. She has also attended several training courses to develop her understanding of best practice when dealing with consumer complaints and familiarise herself with consumer behaviours.

Prior to joining the Ombudsman, Hannah worked in the leisure industry as a lifeguard and swimming teacher, providing her with invaluable experience of how to support vulnerable consumers.

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Abigail Roberts
LL.B (Hons)

Assistant Ombudsman

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Abigail Roberts

LL.B (Hons)

Abi studied law at the University of Hertfordshire and graduated with honours in 2017. During her time at university, Abi involved herself in several extracurricular activities that involved Alternative Dispute Resolution. Prior to working for the Dispute Resolution Ombudsman, Abi worked in a managerial role within the customer service sector, gaining extensive customer service skills. As part of the Ombudsman team, Abi enjoys applying her legal knowledge and analytical skills. Since joining the team, Abi has achieved further accreditations to further develop her skills within her role, these include: City and Guilds accredited Consumer Law training and a Level 5 BTEC course in Complaint Handling and Investigation.

Our Customer Contact Team

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Grace O’Neill
BSc (Hons)

Contact Advisor

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Grace O’Neill

BSc (Hons)

Grace studied Crime and Investigative Studies at Anglia Ruskin University in Cambridge and graduated with honours in October 2018. Alongside her studies, Grace has gained invaluable experience in customer service roles before becoming a member of the Dispute Resolution Ombudsman team in August 2018.

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Louis Brooks
LL.B (Hons)

Contact Advisor

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Louis Brooks

LL.B (Hons)

Louis studied law at the University of the West of England and graduated with honours in 2017. During his time at university, Louis was a member of the law society and engaged in extracurricular activities. Prior to working at the Ombudsman Louis worked as a logistics administrator where he gained valuable customer service experience. Louis is currently completing his LPC and aims to complete his masters in the future.

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Kiran Afsar
LL.B (Hons)

Contact Advisor

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Kiran Afsar

LL.B (Hons)

Kiran read Law at the University of Hertfordshire graduating with Honours in 2018. During her studies she gained a diploma in Trial Advocacy, Debating and Mooting. She has four years of customer service experience as a Team Leader. Prior to this she worked in the Banking and Finance sector at a corporate and retail platform.

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Anthony Lewicki

Contact Advisor

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Anthony Lewicki

Anthony Lewicki has worked for almost 25 years in a professional customer service environment working for various blue-chip companies. More recently, his career has involved working and gaining experience within IT and providing support on multi-lingual, international and European helpdesks. Anthony’s expertise also encompasses 14 years’ of experience of working within a professional legal environment where he also studied Law at ILEX level.

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Gumina Dhesi
LL.B (Hons)

Contact Advisor

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Gumina Dhesi

LL.B (Hons)

Gumina graduated in Law from the University of Keele with honours in 2018.
Through the course of her studies she gained valuable experience at the County Court, gaining communication skills as well as the opportunity to work with people from all walks of life. Gumina previously worked as a telephone interviewer, providing her with key skills which are directly applicable to her role at the Rail Ombudsman.

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Claire Osborne
LL.B (Hons)

Contact Advisor

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Claire Osborne

LL.B (Hons)

Claire studied law at the University of Reading and graduated in July 2018. Throughout the duration of her degree, Claire gained valuable legal experience by participating in extra-curricular activities such as Mediation and Street Law. The Street Law programme allowed Claire to develop her communication skills when working with students in the local area, on laws surrounding social dangers they may face. Claire has previous experience working in customer service and has joined the team as a Contact Advisor.

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Hannah Gilbert
LL.B (Hons)

Contact Advisor

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Hannah Gilbert

LL.B (Hons)

Hannah studied Law at the University of Essex graduating with First Class Honours in 2018. Having worked in consumer facing jobs since she was 16, Hannah is well versed in complaints handling. Her role as a Shift Leader within retail whilst at university helped her to develop her communication skills. Hannah was also an active member of her university’s Law Society Board, using her initiative and the feedback of fellow students to ensure the events she organised focused on their needs. After rigorous training, Hannah is now applying her legal knowledge and people skills in her role as a Contact Advisor for the Rail Ombudsman.

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Kirstie Ward

Contact Advisor

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Kirstie Ward

Kirstie has over 8 years’ experience in customer facing roles, gaining key skills and understanding relevant to her role as Contact Advisor. She started her career in industrial PPE sales and worked her way from Customer Service Advisor to Customer Account Executive, holding responsibility for key accounts. She then moved to a plant hire company, where she quickly progressed from Desk Controller to Hire Desk Manager, overseeing the hire team and acting as deputy depot manager.

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Nicola McIver

Contact Advisor

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Nicola McIver

Nicola studied English Language and Linguistics at The University of Kent for 3 years, where she was very much involved with organising Keynote Speakers for The Kent Law Society. This allowed her the opportunity to attend and host lectures given by experts in a wide range of industries. She is fluent in Portuguese and English and worked as an Accounts Administrator/Translator during her time at University. After her studies, she spent a year teaching English in Brazil.

Our Consumer Member Services Team

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Carol Lightowler

Consumer and Member Services Advisor

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Carol Lightowler

Carol has worked at The Ombudsman since 2005 and plays a central role on the Administrative Support Unit. Prior to this she spent many years working for the Furniture Industry Research Association where she gained extensive experience of the industry matters which affect consumers.

Carol helps deal with the many thousands of consumers, retailers and lawyers who contact The Ombudsman each year. She plays a key role supporting her colleagues and the management and is an expert when it comes to understanding and explaining how the service operates.

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Kelly Delaney
ACIArb

Consumer and Member Services Advisor

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Kelly Delaney

ACIArb

Since her appointment as a trainee administrator in 2007, Kelly been involved in all aspects of the Ombudsman’s work.

In May 2011, following the successful completion of an in-house training programme, Kelly joined the Dispute Resolution Team in a supporting role to the Ombudsmen. In February 2012 she became professionally qualified by the Chartered Institute of Arbitrators and was appointed Dispute Resolution Associate. Kelly is primarily responsible for conciliating cases between consumers and retailers, helping both parties to reach a resolution wherever possible.

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Naomi Davis

Consumer and Member Services Advisor

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Naomi Davis

Naomi joined the Dispute Resolution Ombudsman in June 2018 working within the Consumer & Member Services Team as well as Credit Control. Since joining the Furniture Ombudsman, Naomi has achieved an accreditation in Consumer Law & Customer Service complaint management. Naomi has a back ground in Customer Service & Credit Control which has been extended whilst working at The Furniture Ombudsman.

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Beth Hartman

Consumer and Member Services Advisor

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Beth Hartman

Beth has worked at The Furniture Ombudsman since late 2016 supporting the Administrative team and the Ombudsman. Prior to this, she studied A-Level English Literature & Language, History and Law for two years at sixth form at The John Henry Newman School.

After finishing her exams, Beth undertook work experience at The Furniture Ombudsman working closely with the Consumer and Member Services Team, and later joined the team. She helps with the many consumers and retailers who contact the Ombudsman each day, playing an integral part assisting her colleagues and ensuring that all queries are dealt with in a timely manner.

Since joining The Furniture Ombudsman, Beth has gone on to achieve an accreditation in Consumer Law & Customer Service and General Data Protection Regulations.

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Jane Parsons
BA (Hons), ACIArb

Consumer and Member Services Advisor

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Jane Parsons

BA (Hons), ACIArb

Jane is an experienced Ombudsman and trainer and has been involved with consumer issues relating to the furniture industry for over ten years. Before joining The Ombudsman in 2002, she gained extensive practical experience dealing with technical issues for a fabric and furniture wholesalers. Jane has overseen a vast array of complaints, is academically qualified to post graduate level and spent a year studying in Colorado, USA whilst at University. In 2009 she attained professional qualifications from the Chartered Institute of Arbitrators.

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George Wicks

Consumer and Member Services Advisor

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George Wicks

George joined The Furniture Ombudsman in September 2018, having gained extensive knowledge in the retail and customer service industry. In conjunction with City & Guild accredited training in Consumer Law, George’s studies through The Open University have enabled him to develop the necessary skills to make him an invaluable part of the Consumer and Member Services team.

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Paul Harrison
BA (Hons)

Data Analyst

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Paul Harrison

BA (Hons)

Paul is our data analyst and is responsible for volume forecasting as well as the production of data-driven reports for the Rail Ombudsman. He has a BA Hons in Business from the University of Hertfordshire and has over 15 years’ experience working across a number of FTSE350 companies where he has developed robust technical, analytical and customer service skills.

Our Human Resources Team

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Fiona Baxter
CIPD

Head of Human Resources

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Fiona Baxter

CIPD

Fiona has provided our HR support for three years. After gaining CIPD accreditation from De Montfort University after a one year post graduate course, she has gained wide ranging experience in a variety of sectors across all aspects of people management.

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Becky Dilley
Assoc CIPD

Human Resources Manager

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Becky Dilley

Assoc CIPD

Becky joined The Dispute Resolution Ombudsman in August 2018 with a focus on a large recruitment drive to support the Rail Ombudsman. She has over 9 years’ experience in HR and managerial positions across multiple global organisations.  She is an Associate member of the Chartered Institute of Personnel and Development.

Communications and PR Team

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Clare Matthews
BA (Hons) 

Head of Marketing and Communications

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Clare Matthews

BA (Hons) 

Clare is our Head of Marketing and Communications. She holds a BA (Hons) in Business Studies from the University of Portsmouth and a Post Graduate Diploma from the Chartered Institute of Marketing. She is passionate about relationship building and communications

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Pete Moorey

Senior Communications Advisor

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Pete Moorey

Pete is Senior Communications Adviser at the Rail Ombudsman leading on our engagement with the media and other key stakeholders. He is an independent consumer and communications consultant, providing advisory services in campaign strategy, communications and external affairs to clients

Independent Complaints Assessor

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Kathryn Stone OBE
Independent Complaint Assessor
Photo of Katheryn Stone
Kathryn Stone OBE

Independent Complaint Assessor

Kathryn has enjoyed a 40-year career in public service. She recently became Parliamentary Commissioner for Standards, an independent officer of the House of Commons overseeing the code of conduct and rules for MPs. During her career, she spent 11 years as Chief Executive of the charity, Voice UK, representing the rights of people with learning disabilities who were victims of abuse and crime. She was awarded an OBE in 2007 for her services to people with learning disabilities. She has also held the challenging role of Commissioner for the Victims and Survivors in Northern Ireland, worked for the Independent Police Complaints omission and held the role of Chief Legal Ombudsman of England and Wales.