Company information

We exist to build, maintain and restore trust and confidence between consumers and businesses.

How we’re appointed

We’re approved by Ofcom (the UK telecommunications regulator) to handle service disputes in the communications sector.

How we’re funded

Our services are free to consumers as we are funded by providers who pay us a fee for each dispute we have to review, regardless of the resolution. This means the more disputes the provider can resolve in-house, the less they have to pay us, which is an incentive to improve their customer service.

Our associations, accreditations and memberships

ADR officials

The Group CEO is appointed by our Board following a process which the Nominations Committee oversee. The Group CEO has the delegated responsibility to appoint the directors of the subsidiary companies. The Group CEO has appointed Andy Eadle as our Chief Ombudsman and Business Unit Director for the Communications Sector. Andy was appointed following a robust recruitment process which focused not only on skills and capability, but also alignment to our values and behaviours.

Andy has been in his role since 2023 on a permanent basis. He oversees the dispute resolution procedure as our ADR Official, along with members of the Senior Leadership Team.

The implementation of the dispute resolution procedure is carried out by 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.

Currently, there are 59 case handlers in place to resolve disputes received by the Communications Ombudsman.

Our purpose and values

The Communications Ombudsman is part of Trust Alliance Group. We exist to build, maintain and restore trust and confidence between consumers and businesses.

We deliver our purpose through a set of core values: Openness, Balance, Empathy and Courage