Initially part of Trust Alliance Group, the team at FRS has provided dispute resolution support for a number of sectors including energy, telecommunications and parking. They have used this experience to develop a number of products and services to suit the needs of multiple sectors.
Matthew Vickers is our Chief Ombudsman and Chief Executive. He was appointed by our Board following a process which the Nominations Committee oversaw. Matt delegates the handling of disputes to our dispute resolution teams, who are overseen by Leaders and Coaches.
Every case handler has been selected based on their experience and a thorough assessment and interview process. Their training ensures that they have the appropriate industry knowledge and understanding of consumer law to provide a quality, impartial, effective service. We ensure that high standards are maintained through use of our quality checking framework.
In total, around 185 ADR Officials are in place to resolve disputes received by Trust Alliance Group. Five work On domestic and general complaints. Many colleagues are dual skilled and can move between sectors to meet demand.