Case resolution and Ombudsmen team

Our case resolution team

Our Alternative Dispute Resolution team consists of an in-house, core team of case investigators and adjudicators who are appointed to investigate cases and resolve disputes between consumers and accredited businesses. It is the duty of our case investigators to investigate cases by gathering facts and evidence and for adjudicators to make a fair and reasonable decision based on that evidence.

In addition to our case resolution team, our board of directors appoints ombudsmen to ensure that they are completely independent and impartial – and the ombudsmen are 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 case resolution team and ombudsmen 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.

Our ombudsmen

The ombudsmen are 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. The decision is only binding if accepted – if the consumer rejects the decision, they retain their right to take the matter to court.

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 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.

You can find out more about Natasha and the role of an ombudsman in our Q an A article.

Arjona Haziraj LLB (Hons)

Arjona Haziraj graduated in Law with honours and then went on to complete her Legal Practice Course at BPP Law School in 2012.

She worked at Lambeth Law Centre for a short period of time, assisting the employment solicitor with equality and discrimination cases, before moving into complaint-handling. She has extensive experience of dispute resolution, having worked as an adjudicator and investigator at the Financial Ombudsman Service for a number of years dealing with insurance, banking and consumer credit complaints.