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About Us

About us

Overview

As part of Trust Alliance Group, the ombudsman complaints handling service provided by Flexible Resolution Services is approved by CTSI to handle consumer disputes about Domestic & General (D&G) service and maintenance plans.

ADR officials

Ed Dodman is FRS’ Chief Ombudsman and Business Unit Director. Ed 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.

Over 200 ADR Officials are in place to resolve disputes received by Trust Alliance Group, with a team of five working on Domestic & General complaints. Many colleagues are dual skilled and can move between sectors to meet demand.

Our associations, accreditations and memberships

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