Meet The judges

Michael is lead complaint management consultant for Resolver and has worked on projects, around the world, helping organisations to gain when customers complain. His experience covers a wide range of sectors including insurance, travel, transport, leisure, manufacturing, automotive, consumer lending, mortgages, property management, healthcare and government. He has written two books and many articles on how business benefits can be delivered through the effective handling and analysis of complaints. His other roles include being a committee member for the British Standards Institution's Customer Service Committee (SVS/0) as well as being a participating committee member in the development of international standards (ISO).

Nigel is Head of Service Recovery and Complaints for HSBC UK. He joined HSBC in 2015, and previously held a range of senior public sector roles in financial regulation, strategy, policy and enforcement. He was a Senior Ombudsman with the Financial Ombudsman Service, and a Director of the Office of Fair Trading with responsibility for competition and consumer investigations and enforcement. He has also worked on international and cross-border regulatory and policy development with the European Commission and the OECD.

Ricky is Associate Director heading up E-Commerce for Morses Club PLC. He has held numerous senior positions operating across all customer facing disciplines relating to consumer credit. He has designed and operated multi-site call centre operations and is currently managing all aspects of Dot Dot Loans, an online lender. He has a wealth of experience in ensuring that the customer experience is linked closely to policy and processes, so that high levels of customer satisfaction are embedded within the business.

I have worked in customer services for 34 years. 27 of those years in contact centres. Customers will always generate complaints. As an experienced complaint handler myself, working for an Ombudsman seemed like a perfect way to utilise my skills. What I hadn’t considered, was how challenging it would be when two different parties give you their individual perspective on the same complaint. This requires impartiality and attention to detail. Complaints should be viewed as a jewel not a dual – there is always something to learn.