About Me

I work with organisations where complaints, investigations and decision-making sit under pressure, scrutiny and emotion.

Before specialising in complaint handling, I worked in policing roles that required calm judgement in high-stress environments. As a trained negotiator, I developed a strong understanding of how listening, language and perception influence outcomes. Later, as a senior commander, I saw how stress, workload and responsibility affect decision-making — and how defensible decisions can quickly unravel without structure, evidence and clarity.

Those dynamics are central to effective complaints handling.

I later moved into senior complaints leadership within a public services ombudsman organisation, where I headed Public Service Complaints and managed the Complaints Standards Authority. In that role, I led complaint investigations, policy and service reviews, and worked with public-facing organisations across England and Wales to strengthen complaint handling standards, decision quality and organisational learning.

My work now brings together negotiation psychology, leadership experience under pressure and specialist expertise in complaint handling. I support organisations through independent complaint investigations, evidence-based training and service reviews designed to improve decision-making, reduce escalation and build confidence.

I work primarily with public-facing organisations across England and Wales, particularly where complaint volumes are increasing, decisions are being challenged, or learning from complaints is not translating into improvement.

If you’d like to discuss independent investigations, complaint handling training or service reviews, I’m happy to have an initial conversation.