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 by gathering facts and evidence, before reaching a decision on a case.

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

To ensure our staff are qualified to carry out 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, as well as provided with technical training so they can understand the industry.

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

The ombudsman

Natasha Gasson LLB (Hons), AffIMI

Natasha Gasson graduated in Law with honours from the London School of Economics and Political Science in 2012. Her focus was on administrative law and she wrote her dissertation on the impact of alternative dispute resolution in the field of judicial review.

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, more recently, the Nursing and Midwifery Council where her role was to conduct legal 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. She will then look at the case again from start to finish before making her final decision which, if accepted by the consumer, becomes binding on both parties. The decision is only binding if accepted: if the consumer rejects the decision, they retain their right to take the matter to court.