Why make things easy when we can make them complicated!

This week’s brilliant Consumer Friend podcast features the Chief Ombudsman for the Dispute Resolution Service, Kevin Grix. 

When I googled, what is an Ombudsman? To see what is out there for consumers.   I found a mug that said.

I’m an

OMBUSMAN

OMBUDSMIN

OMBUSDMAN

I investigate complaints.

Why do we make things so complicated!!!

Again not only are our consumer rights ridiculously complicated to understand, and how to get your problem sorted out. Who to go to for help seems EVEN more ridiculously complicated. In this weeks podcast we talk to the Chief Ombudsman for the Dispute Resolution Service, Kevin Grix. 

Kevin was appointed in 2008 and is responsible for directing the activities of the Dispute Resolution Service. He is also a qualified lawyer, arbitrator (a fancy word for a go between to resolve people’s problems when they can’t reach an agreement and compromise on their own).  He works on several boards; he advises government, volunteers to support Citizens Advice. A staunch football supporter,  ManUnited which Adam was delighted about!  And he is also the Chief Ombudsman at the Independent Football Ombudsman (“IFO”).  A scheme that was established by the football authorities (The Football Association, The Premier League, and The Football League) to receive and adjudicate on complaints which have not been resolved at an earlier stage. He’s had a really colourful career also spanning the gambling industry and setting up free legal support services. 

He is also different; we work across lots of different consumer organisations in our jobs.  You often meet people who are great, sometimes outstanding at their jobs.  Kevin has an extremely impressive career history, but he’s also actually in it for the right reasons.  He is ambitious to make a difference to consumers, , help business and also support his staff to enjoy their work and feel like they too are making a difference.  It also helps he knows what he’s talking about and actually makes a complex landscape really quite easy to understand.   Easy to talk to, he gives an idea of the work he does. 

So, what is an ombudsman? 

Adam starts with. “Does an ombudsman need to be a man? as it is 2024!” Kevin Grix from the Dispute Ombudsman Service says. “Gender never comes into it!” 

An Ombudsman is an independent, impartial body that exists to investigate and resolve disputes between consumers and service providers. In England, several Ombudsman services cover diverse sectors, including finance, water, furniture, rail, energy, telecommunications, and more. These entities act as mediators, seeking fair outcomes for both parties while upholding consumer rights. 

The Dispute resolution Ombudsman is an independent, not-for-profit, government approved organisation set up to help resolve disputes and raise standards. For more information on what they cover and what they do see here.

Kevin agrees with us that we don’t make it very easy for consumers who have problems with goods or services.  However him and his team are here to provide support.  If you are unavle to sort your consumer issue out and you have reached what is essentially a ddeadlock situation with the other party.  Kevin and his team and the Dispure Resoltion Servcie will carry out an impartial investigations into the complaint. They act as a neutral third party, carefully considering evidence and perspectives from both the consumer and the other party. 

Kevin explained the Dispute resolution Ombudsman is a voluntary Ombudsman scheme which means that their members choose to give their consumers free access to Alternative Dispute Resolution services.

“The decisions are binding on the members, but are not binding on consumers, so using our service does not prevent a consumer from using the Courts.”

As its all free for consumers to use, its makes it accessible for all.

The Dispute resolution Ombudsman specialize in various sectors, allowing them to possess in-depth knowledge and expertise related to specific industries. Have a look on their website for more info.

The Dispute Resolution Ombudsman services and Kevin play a vital role in safeguarding consumer rights and promoting fair practices in various industries.   Have a listen, I guarantee you’ll laugh and learn something.  Learn and laugh with Lou!  This is a GREAT SLOGAN!!!   (not sure where Adam fits in…)  Learn and laugh with Lou and look at Animated ADAM.  I’ll work on it, it not quite there, is it? 😊……...