Projects

Independent Review of the Electricity and Water Ombudsman of Queensland (EWOQ) (2025). This project, conducted with Dr Gavin McBurnie, involved reviewing EWOQ against the Consumer Dispute Resolution Benchmarks and Key Practices.

Independent Review of the New South Wales Ombudsman (NSWO) (2025). This project, conducted with Dr Gavin McBurnie, involved assessing the performance of the NSWO across its various statutory mandates and in relation to regional and international best practice.

Independent Review of the Electricity and Water Ombudsman New South Wales (EWON) (2024). This project, conducted with Dr Gavin McBurnie, involved reviewing EWON against the Consumer Dispute Resolution Benchmarks and Key Practices.

International Ombudsman Institute Peer Review of the Local Government and Social Care Ombudsman (2023). This project involved conducting an independent review, along with a panel of experts, of the LGSCO’s effectiveness.

Benchmarking Quality Assurance Frameworks in the UK Ombudsman Sector (2023). Legal Ombudsman for England and Wales. This project involved benchmarking the work of 11 ombudsman schemes across the UK and devising a tool for designing, evaluating, and reviewing quality assurance frameworks for casework.

Ombud Independence and the Venice Principles. Canadian Ombud for Responsible Enterprise (2023). This project involved providing an analysis of the Venice Principles’ requirements in relation to ombud independence and providing advice with regard to how these principles apply in a business and human rights setting.

Expert Reviewer for the Equality and Human Rights Commission (2022). I was commissioned by the EHRC to peer review its report into Challenging Adult Social Care Decisions.

Post-Implementation Review of the Business Banking Resolution Service. Business Banking Resolution Service (2022). As part of an expert evaluation team, led by Incopa Ltd, this project involved conducting a review of the effectiveness of a dispute resolution scheme set up to deal with complaints from small businesses about banks.

Complaints about Legal Expenses Insurance. Legal Services Board (2022). This project, conducted with Sarah O’Neill, involved providing an analysis of complaints about Legal Expenses Insurance in order to identify key themes, trends, and learning opportunities for the legal services and insurance sectors.

Compendium of Good Practice in relation to the Venice Principles. Council of Europe (2019). I was commissioned to provide a cross-European analysis of best practices among ombuds and national human rights institutions to support the Council’s recommendations relating to the Venice Principles.

Independent Peer Review of the Parliamentary and Health Services Ombudsman. Board of the Parliamentary and Health Services Ombudsman (2018). Along with Peter Tyndall and Caroline Mitchell, I conducted the first independent peer review of the PHSO, which included giving oral evidence to the House of Commons’ Public Administration and Constitutional Affairs Committee.

Independent Review of Utilities Disputes Ltd (2017). Along with Dr Gavin McBurnie, I delivered an independent review of New Zealand’s ADR provider for energy disputes, assessing the organisation against the “Key Practices for Industry-based Customer Dispute Resolution”.

Consumer Experiences of Alternative Dispute Resolution. Citizens Advice (2017). Along with Prof Naomi Creutzfeldt and Dr Jane Williams, I was commissioned to lead a research project to support Citizens Advice’s policy work in relation to consumer redress.

Defining Consumer Ombud Schemes. Ombudsman Services (2016). Along with Carolyn Hirst, I was commissioned to provide expert analysis and advice in relation to the distinctive role of the ombud in the UK’s post-ADR Directive consumer redress landscape.

Interim Independent Assessor. Ombudsman Services (2014 – 2015). I was appointed to provide final adjudications of service complaints made by customers of Ombudsman Services: Energy and Ombudsman Services: Communications, and to provide advice in relation to areas for improvement, development, and learning.

For older projects, please see my linked in page.