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MISSION

 

I am passionate about empowering and protecting consumers and believe that everyone has the right to be treated fairly by the organisations they deal with. 

All consumers deserve to be: protected from unsafe products and services; given clear, timely information to make informed choices; given access to effective forms of redress. In real life, things can go wrong, but how organisations deal with mistakes can make a world of difference.

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Finding solutions to consumer problems - by raising awareness, giving advice and campaigning for improvements - is something that I genuinely love to do.

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CURRENT ROLES

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  • Chair of the Consumer & Public Interest Network (CPIN) - an independent organisation, supported by BSI, that represents the voice of UK consumers in the development of voluntary standards at UK, European and international level. Leading the CPIN Steering Committee which provides oversight and strategic direction to CPIN's work.

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  • UK member of the ANEC General Assembly - nominated by national consumers organisations to sit on ANEC's governance body.

CV IN A NUTSHELL

 

I am passionate about empowering and protecting consumers and have worked exclusively in the field of consumer research, policy and advocacy for 25 years.

 

At a senior level, I work closely with leading consumer organisations, charities, regulators, government and inter-governmental agencies - in the UK and internationally - to represent consumers, protect their rights and promote effective consumer stakeholder engagement. 

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Since becoming an independent consultant in 2006 I have worked with a wide range of consumer and public interest organisations - in the UK, Europe and beyond - successfully managing projects and delivering magazine articles, web content and reports on a diverse range of consumer issues. Please see my Portfolio for a selection of my published work.

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Prior to going freelance I spent six years at Which? as a senior researcher, managing project teams and writing articles for publication in Which? magazine. I started my career as Executive Assistant to Jan Walsh (three times voted 'Consumer Journalist of the Year') managing the research division of Consumer Analysis Ltd. 

KNOWLEDGE 

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I specialise in the field of services - such as financial, energy, telecoms, retail - and my main areas of expertise are:

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  • Consumer vulnerability

  • Access and inclusion

  • Customer service

  • Complaints and redress

  • Digital and AI

  • Scams and fraud

  • Sustainability​​​​​

RECENT HIGHLIGHTS 

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  • Global Project Lead for International Standard on Consumer Vulnerability (ISO 22458)

  • Significant input to FCA Consumer Duty and Vulnerability Guidance - via the Financial Services Consumer Panel​​​​

  • Developing 'Transparent Digital Finance for Consumers' campaign for Consumers International

  • Proposed class representative for $1 billion legal action against Amazon

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