Andy Eadle is our Chief Ombudsman and Business Unit Director for the communications sector.
Andy oversees the dispute resolution procedure as our ADR Official, along with members of his Senior Leadership Team.
The implementation of the dispute resolution procedure is carried out by our operational teams and case handlers, with each colleague selected based on their experience after 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 maintain high standards through use of our quality checking framework.
In total, around 288 case handlers are in place to resolve disputes received by the Communications Ombudsman and Energy Ombudsman. Approximately 22% of them work in the communications sector and 78% work in the energy sector. Many colleagues are dual skilled and can move between sectors to meet demand.