MISSION
I am passionate about empowering and protecting consumers and believe that everyone has the right to be treated fairly by the organisations they deal with.
All consumers deserve to be: protected from unsafe products and services; given clear, timely information to make informed choices; given access to effective forms of redress. In real life, things can go wrong, but how organisations deal with mistakes can make a world of difference.
Finding solutions to consumer problems - by raising awareness, giving advice and campaigning for improvements - is something that I genuinely love to do.
CURRENT ROLES
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Member of the Financial Services Consumer Panel (FSCP) - an independent statutory body representing consumer interests in the development of FCA policy for the regulation of financial services.
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Chair of the Consumer & Public Interest Network (CPIN) - an independent organisation, supported by BSI, that represents the voice of UK consumers in the development of voluntary standards at UK, European and international level. Leading the CPIN Steering Committee which provides oversight and strategic direction to CPIN's work.
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Member of the Chair's Advisory Group at ISO COPOLCO (the Consumer Policy Committee) working . ISO COPOLCO Key Person for Vulnerability.
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CPIN representative and Project Leader for ISO PC 311, which is developing a new international standard on Inclusive Service: identifying and responding to consumer vulnerability (ISO 22458).
CV IN A NUTSHELL
I have worked exclusively in the field of consumer research, advocacy and protection for more than 20 years.
Since becoming an independent consultant in 2006 I have worked with a wide range of consumer and public interest organisations - in the UK, Europe and beyond - successfully delivering research studies, magazine articles, web content and reports on a diverse range of consumer issues. See my Portfolio for a selection of my work.
Prior to going freelance I spent six years at Which? as a senior researcher, managing project teams and writing articles for publication in Which? magazine. I started my career as Executive Assistant to Jan Walsh (three times voted 'Consumer Journalist of the Year') managing the research division of Consumer Analysis Ltd.
KNOWLEDGE
I specialise in the field of services and my main areas of expertise are:
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Consumer vulnerability
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Complaints and redress
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Customer service
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Digital services
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Financial services
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Home improvements
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Travel and tourism
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Telecoms and utilities
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Scams and fraud
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Sustainability and environment
