Ombudsman and Adjudication Team

Our Adjudication Team

Our Alternative Dispute Resolution team consists of an in-house core team of Adjudicators who are appointed on a full time permanent basis to investigate cases and resolve disputes between consumers and TMO accredited businesses. It is the duty of an adjudicator to investigate cases, gather facts and evidence before reaching a decision on a case.

In addition to our adjudicators, our board of directors appoint an Ombudsman to ensure that they are completely independent and impartial – and they are accountable to the board, the Independent Compliance Assessment Panel and the Chartered Trading Standards Institute.

To ensure our staff are qualified to carry their role we employ law graduates who are skilled in reading and interpreting the law. They are then trained in our Codes of Practice which sets out the scope of our remit.

Our Adjudicators continue to receive ongoing training and development throughout their careers, including affiliation to the Institute of Motor Industry to ensure they have the skills they need to carry out their duty and investigate cases.

The Ombudsman

Natasha Gasson
LL.B (Hons)

Natasha Gasson graduated in Law with honours from the London School of Economics in 2012.

She has several years of experience working in alternative dispute resolution in a variety of fields including with the Financial Ombudsman Service as an adjudicator in insurance complaints and later the Nursing and Midwifery Council where her role was to conduct investigations into the fitness to practise of nurses and midwives in the UK.

The Ombudsman is responsible for considering cases where someone has disagreed with the adjudicator’s conclusion. They will then look at the case again from start to finish before making their final decision which, if accepted by the consumer, becomes binding on both parties.