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Executive Team

EXECUTIVE TEAM

Dean Dunham – Chief Executive and Chief Ombudsman. Dean has ultimate responsibility for the operation of the scheme and for all determinations.

Robin Tucker – Commercial Director.

Gregg Hunt – Business Development Manager.

John Facenfield – Head of UtilitiesADR.

We are divided into 2 main departments, the ‘Complaint Handler’ team and the ‘Ombudsman’s’ office.

Complaint Handler Team

Our Complaint Handler’s receive all initial complaints from consumers and collate the relevant information in relation to complaints, from both retailers and consumers. The Complaint Handler’s role is to review all documentation and information in relation to each complaint and to make a recommendation for resolution. Where cases are not resolved by the Complaint Handler the complaint is passed to the Ombudsman’s office for a determination.

Ombudsman’s office

Dean Dunham is assisted by a team of barristers and solicitors. All of our ombudsman are therefore legally qualified.

ADR Officials

‘ADR Officials’ are personnel within The Retail Ombudsman that have been judged as being ‘competent’ in their knowledge of the law and who possess the necessary knowledge and skills in the field of out of court or judicial resolution of consumer disputes, to be able to carry out their functions competently. ADR Officials are judged competent by the Chief Ombudsman who measures competence using a written examination method.

All of our ADR Officials are recruited on a permanent basis with no fixed term employment.

The following are ADR Officials:

Dean Dunham (Barrister) – Chief Ombudsman – ADR official since 2015.
Akhil Shah QC (Barrister) – ADR official since 2016.
James Cutress (Barrister) – sub ombudsman (external) – ADR official since 2016.
Tamara Oppenheimer (Barrister) – sub ombudsman (external) – ADR official since 2016.
James Duffy (Barrister) – sub ombudsman (external) – ADR official since 2016.
Alexander Milner (Barrister) – sub ombudsman (external) – ADR official since 2016.
Richard Power (Barrister) – sub ombudsman (external) – ADR official since 2016.
Deborah Horowitz (Barrister) – sub ombudsman (external) – ADR official since 2016.
Chris Langley (Barrister) – sub ombudsman (external) – ADR official since 2016.
Rebecca Loveridge (Barrister) – sub ombudsman (external) – ADR official since 2016.
Giles Robertson (Barrister) – sub ombudsman (external) – ADR official since 2016.
Alex Dos-Santos (Barrister) – Sub Ombudsman – ADR official since 2015.
Robin Tucker – Director – ADR official since 2015.
Ella Sufrin (Legal Executive) – Lead Complaint Handler – ADR official since 2015.
Daniel Butcher – Complaint Handler – ADR official since 2015.
Joanne Campbell – Complaint Handler – ADR official since 2015.
Lynda Drawe – Complaint Handler – ADR official since 2015.
John Facenfield – Complaint Handler – ADR official since 2016.
George Harrington – Complaint Handler – ADR official since 2015.
Carole Kear – Complaint Handler – ADR official since 2015.
Joanna Lewis – Complaint Handler – ADR official since 2015.
Jen Tucker – Complaint Handler – ADR official since 2015.
Jo Ward – Complaint Handler – ADR official since 2015.
Mariama Wurie – Complaint Handler – ADR official since 2015.

All Complaint Handlers who have not been judged as being ‘competent’ are supervised by an ADR Official until such time as they are judged competent.

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