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

We're funded by providers who pay us a fee for each dispute we review, regardless of the resolution. This means the more disputes the providers can resolve in-house, the less they have to pay us, which is an incentive to improve their service. It also keeps our independent and impartial services free to consumers.

Our associations, accreditations and memberships

ADR officials

Ed Dodman is our Chief Ombudsman and Business Unit Director for Communications.

Ed delegates the handling of disputes to our dispute resolution teams in Daresbury, Nottingham and Peterlee, overseen by the leadership team. 

Our dispute resolution process is carried out by Dispute Resolution Executives (DRE’s), 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, including an understanding of the law, which allows us to provide a quality, impartial, effective service, and make fair, independent and reasonable decisions. We maintain high standards through the use of our quality checking framework.

Currently, there are 63 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