Promoting independent complaint resolution

Board

Chair - Anthony Arter

Anthony ArterAnthony Arter is the Pensions Ombudsman and Pension Protection Fund Ombudsman. He was appointed on 25 May 2015.

Anthony graduated from Jesus College Cambridge, in 1988, where he read Law.

He is a solicitor who has specialised in pensions since 1996. He was Eversheds LLP’s Head of Pensions from 2005 until 2013 and their London Senior Partner 2009 until 2014.

Until 2015 Anthony was an independent member of the Pensions Management Institute Committee overseeing their Accredited Adviser Programme.

He has also been an independent trustee for many years.

Anthony has been involved in corporate responsibility activities since 2002, and each year led ‘Give and Gain Day’, an employee volunteering day, which in 2013 attracted 12000+ volunteers from 300 companies.

From 2009 until 2012, Anthony was a member of the Business in the Community London Advisory Board.

In 2009 he was appointed as HRH Prince Charles’ BITC London Ambassador for Volunteering.

Vice-Chair - Rob Behrens

Rob BehrensRob Behrens CBE is the Parliamentary and Health Service Ombudsman in the UK. Rob holds non-executive positions at UCAS (the Universities and Colleges Admission Service) and the Local Government and Social Care Ombudsman. He is Chair of ENOHE, the European Network of Ombudsmen in Higher Education, and a Visiting Professor at University College London.

Rob was Independent Adjudicator and Chief Executive of OIAHE, the ombudsman service for higher education students in England and Wales, for two terms between 2008 and 2016. Previously, Rob worked in higher education and then had a career in the UK civil service.

During his time with the civil service, Rob served for three years as Secretary to the Committee on Standards in Public Life, the body giving independent advice on standards to the Prime Minister. He also worked in international development, including notable work on the South African transformation from apartheid - a role for which he was thanked personally by Nelson Mandela. Rob was also Complaints Commissioner to the Bar Standards Board of England and Wales between 2006 and 2008.

Representing Ombudsman members

Rosemary Agnew

Rosemary AgnewRosemary Agnew has been the Scottish Public Services Ombudsman since 1 May 2017. Her role includes: final stage of complaints about (most of) the Scottish public sector; independent reviewer of applications to the Scottish Welfare Fund; Complaints Standards Authority (including developing model complaint handling procedures for the Scottish public sector).

Up to 2017, Rosemary was the Scottish Information Commissioner, responsible for the enforcement of FOI across Scotland and for monitoring and promoting good FOI practice.

Prior to that, she was involved in public service complaints with the Scottish Legal Complaints Commission and Local Government Ombudsman in the UK. Rosemary is committed to transparent, sustainable improvement in Scottish public services and sees complaints, and what is learned from them, as integral to the improvement landscape. Equally, she recognises the importance of being the final stage of the complaints process in Scotland for most public services, and in ensuring that where things go wrong for individuals, action is taken to put things right as far as possible. Having held the offices of both Information Commissioner and Public Services Ombudsman, Rosemary has a unique insight into Scottish Public Services.

Richard Blakeway

Richard BlakewayRichard was appointed as Housing Ombudsman from 1 September 2019.

He has extensive experience in the housing sector, with previous roles including Deputy Mayor of London for Housing, chair of the Homes for London board and non-executive director of government’s regeneration agency, Homes England.

During his eight years at the Greater London Authority, Richard was responsible for a major investment programme, overseeing the delivery of 100,000 affordable homes and regeneration plans for 670 hectares of land owned by the authority. He led the creation of the first team at City Hall to address rough sleeping, commissioning around £10 million of services each year, as well as the first Social Impact Bond on homelessness.

Richard has also worked in the No10 Policy Unit and served as an election observer in the Ukraine and Somaliland, East Africa.

Kieran FitzGerald

Kieran FitzGerald Kieran has been a Commissioner in the three-person Garda Síochána Ombudsman Commission since 2011. Prior to becoming Commissioner, he managed communications for the founding Commission from 2006. He has extensive experience in communications, having run a private agency for six years and also having spent much of his career in journalism. In his time in journalism, he was Chairman of the Broadcasting branch of the National Union of Journalists. His work as a journalist took him to the USA, Africa and Russia, as well as considerable periods in Northern Ireland. He was awarded News and Current Affairs Journalist of the Year in 1999.

Kieran holds a Masters Degree in Economics and a Doctorate in Governance from the Law School of Queen’s University Belfast, where he specialised in the evaluation of performance of Ombudsman schemes.

Douglas Melville

Doug MelvilleDouglas Melville is the inaugural Principal Ombudsman and Chief Executive of the Channel Islands Financial Ombudsman (CIFO) which resolves disputes arising from the provision of retail financial services in and from the international financial centres in the Channel Islands. Mr Melville recently completed four years as the elected Chair of the International Network of Financial Services Ombudsman Schemes (INFO Network). He advises internationally on financial consumer protection, financial inclusion, and dispute resolution for various governments and international bodies including the World Bank and the OECD. From 2009 until 2015, he served as the Ombudsman and Chief Executive Officer of the Canadian Ombudsman for Banking Services and Investments. In 1996, Mr Melville designed and established the office of the Canadian Banking Ombudsman and served as its first Board Secretary. Following his undergraduate studies in biochemistry, economic geography and political science, Mr Melville completed a law degree, an MBA and a master’s in competition and international trade law.

Mr Melville qualified as a barrister and solicitor in Canada in 1993 becoming a professional mediator and arbitrator. He became an Ombudsman in 2006. Before that, he held senior management and legal/regulatory roles in the banking, investment and insurance sectors. He holds the ICD.D designation from the Institute of Corporate Directors and has served on a wide range of boards and advisory bodies in the for-profit and not-for-profit sectors including the Forum of Canadian Ombudsman (FCO).

Mr Melville came to Jersey from Canada in 2015 to take up his current appointment with his family. They are all active in the community and he currently serves as a States of Jersey-appointed Commissioner with Jersey Overseas Aid.

Felicity Mitchell

Felicity MitchellFelicity Mitchell is the Independent Adjudicator for Higher Education. Felicity joined the Office of the Independent Adjudicator (OIA) in 2004 and worked as a consultant before its designation as the student complaints scheme in 2005. She became Deputy Adjudicator in 2009 and Independent Adjudicator in 2018. The OIA looks at complaints from students about higher education providers in England and Wales.

As Independent Adjudicator, Felicity has overall responsibility for the OIA’s good practice and case-handling work, and for legal claims against the OIA including judicial review.

Felicity studied English at university before qualifying as a barrister. She was called to the Bar in 1992 and, after some years in private practice, moved to the ombuds sector, working at the Banking Ombudsman and the Financial Ombudsman Service.

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Nicola Williams

Nicola WilliamsNicola Williams took up the post of Service Complaints Commissioner to the Armed Forces in January 2015 and the post subsequently transitioned to that of Service Complaints Ombudsman on 1 January 2016.

Matthew Vickers

Matthew VickersMatthew Vickers joined Ombudsman Services, which operates the Energy Ombudsman scheme, in 2015 and became chief executive in late 2018.

His leadership role involves developing and implementing long-term strategy and maintaining positive relationships with regulators, government departments, politicians, consumer advocacy groups and other key external stakeholders. He is passionate about the role of an ombudsman in delivering better outcomes for consumers and businesses alike.

Prior to joining Ombudsman Services in 2015, Matthew was chief executive at the Scottish Legal Complaints Commission (SLCC), a non-departmental public body based in Edinburgh. A fluent Spanish speaker, he spent four years with the Foreign and Commonwealth Office as British Consul, initially in the Canary Islands and then in Madrid. Before entering public service, Matthew’s background was in retail and FMCG. Matthew lives in Wirral, Merseyside. Outside work he enjoys spending time with his wife and two children.

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Representing Complaint Handler and Associate Members

Rónán Ó Domhnaill

Rónán Ó DomhnaillRónán Ó Domhnaill was appointed Language Commissioner on 12 March 2014. He was appointed by the President of Ireland following his nomination by the Government. Both Houses of the Oireachtas, (Dáil Éireann and Seanad Éireann) unanimously accepted that nomination.
Rónán spent 16 years as a journalist with the national broadcaster in Ireland, RTÉ and with TG4. He was appointed as Political Correspondent with Nuacht RTÉ/TG4 in 2006. He also, on occasion, presented political programmes such as The Week in Politics.

The Language Commissioner reports directly to the Houses of the Oireachtas. Rónán is often before Oireachtas committees to speak about language rights and the need to protect and strengthen those rights. 
The Office of An Coimisinéara Teanga is an independent statutory office whose responsibility is to monitor the manner in which the State’s public bodies comply with the provisions of the Official Languages Act 2003.
The Office investigates complaints from the public in cases where it is believed that public bodies may have failed to fulfil their obligations under the Official Languages Act. The Office also enquires into any valid complaints regarding allegations that a provision of any other enactment relating to the status or use of Irish has been contravened.

The Office also provides advice to the public about their language rights and to public bodies about their language obligations under the Act.

John Munton

John MuntonJohn Munton has been the Director of Dispute Resolution Services at the Centre for Effective Dispute Resolution (CEDR) since 2013. He is responsible for the operation of CEDR’s consumer complaints services that cover 12 industries including aviation, communications, funeral services, healthcare, new homes, postal services, surveying and the water industry. Up to 30,000 consumers a year use CEDR’s services to file complaints.

During his time at CEDR John has directed the development of new dispute resolution services in a number of sectors including aviation, lotteries, media, and the water industry. He has also worked with the NHS Litigation Authority to develop a new mediation service addressing clinical negligence cases in the NHS. John is currently working as part of a multi-organisational project team to launch the Business Banking Resolution Scheme, a new service that will review historical complaints brought by small and micro-businesses against UK banks.

Prior to joining CEDR John spent over 20 years working as a barrister’s clerk in chambers covering civil, commercial and criminal law. He is an accredited advanced negotiator and mediator.

Joanna Wallace

Joanna WallaceThe first part of Joanna's professional career was in healthcare management and leadership. After working first in the USA for the HMO Kaiser Permanente she moved to the NHS in 1995 and took up her first NHS Chief Executive post in 1997 in Merseyside. She became the Chief Executive of The Christie NHS Trust in 2000, eventually leaving the NHS after 10 years to become Chief Executive of a UK subsidiary of Astra Zeneca PLC. She moved into adjudication when she took up her appointment as Independent Case Examiner for the Department of Work and Pensions (DWP) in April 2013, and was reappointed to that role after open competition in 2019. She also serves as the Independent Assessor for Ombudsman Services. She has NED experience in the education and criminal justice sectors, a BSc(Hons) in Architecture from UCL, an MBA from the University of California, Berkeley and a Post Graduate Diploma in Medical Ethics and Law from Keele University.

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Chief Executive - Donal Galligan

Donal GalliganDonal joined the Ombudsman Association in June 2014, becoming Director in February 2016, and being appointed Chief Executive in September 2019. Donal has extensive experience of external relations having worked in various Private Office and policy roles in the UK. He helped set up the Nuclear Decommissioning Authority whilst at the UK Department of Trade and Industry and ran the Board Secretariat at the South East England Development Agency. In 2008 he joined the UK Parliamentary and Health Service Ombudsman (PHSO), where he spent 5 years. At PHSO he set up and headed the Policy Team, where he led on international relations, influenced government policy and secured legislative changes.

Donal also sits on the steering group of the UK Administrative Justice Council and is a member of the British Standards Institute’s Consumer and Public Interest Strategic Advisory Committee.

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Chair - Anthony Arter

Anthony ArterAnthony Arter is the Pensions Ombudsman and Pension Protection Fund Ombudsman. He was appointed on 25 May 2015.

Anthony graduated from Jesus College Cambridge, in 1988, where he read Law.

He is a solicitor who has specialised in pensions since 1996. He was Eversheds LLP’s Head of Pensions from 2005 until 2013 and their London Senior Partner 2009 until 2014.

Until 2015 Anthony was an independent member of the Pensions Management Institute Committee overseeing their Accredited Adviser Programme.

He has also been an independent trustee for many years.

Anthony has been involved in corporate responsibility activities since 2002, and each year led ‘Give and Gain Day’, an employee volunteering day, which in 2013 attracted 12000+ volunteers from 300 companies.

From 2009 until 2012, Anthony was a member of the Business in the Community London Advisory Board.

In 2009 he was appointed as HRH Prince Charles’ BITC London Ambassador for Volunteering.

Vice-Chair - Rob Behrens

Rob BehrensRob Behrens CBE is the Parliamentary and Health Service Ombudsman in the UK. Rob holds non-executive positions at UCAS (the Universities and Colleges Admission Service) and the Local Government and Social Care Ombudsman. He is Chair of ENOHE, the European Network of Ombudsmen in Higher Education, and a Visiting Professor at University College London.

Rob was Independent Adjudicator and Chief Executive of OIAHE, the ombudsman service for higher education students in England and Wales, for two terms between 2008 and 2016. Previously, Rob worked in higher education and then had a career in the UK civil service.

During his time with the civil service, Rob served for three years as Secretary to the Committee on Standards in Public Life, the body giving independent advice on standards to the Prime Minister. He also worked in international development, including notable work on the South African transformation from apartheid - a role for which he was thanked personally by Nelson Mandela. Rob was also Complaints Commissioner to the Bar Standards Board of England and Wales between 2006 and 2008.

Representing Ombudsman members

Rosemary Agnew

Rosemary AgnewRosemary Agnew has been the Scottish Public Services Ombudsman since 1 May 2017. Her role includes: final stage of complaints about (most of) the Scottish public sector; independent reviewer of applications to the Scottish Welfare Fund; Complaints Standards Authority (including developing model complaint handling procedures for the Scottish public sector).

Up to 2017, Rosemary was the Scottish Information Commissioner, responsible for the enforcement of FOI across Scotland and for monitoring and promoting good FOI practice.

Prior to that, she was involved in public service complaints with the Scottish Legal Complaints Commission and Local Government Ombudsman in the UK. Rosemary is committed to transparent, sustainable improvement in Scottish public services and sees complaints, and what is learned from them, as integral to the improvement landscape. Equally, she recognises the importance of being the final stage of the complaints process in Scotland for most public services, and in ensuring that where things go wrong for individuals, action is taken to put things right as far as possible. Having held the offices of both Information Commissioner and Public Services Ombudsman, Rosemary has a unique insight into Scottish Public Services.

Richard Blakeway

Richard BlakewayRichard was appointed as Housing Ombudsman from 1 September 2019.

He has extensive experience in the housing sector, with previous roles including Deputy Mayor of London for Housing, chair of the Homes for London board and non-executive director of government’s regeneration agency, Homes England.

During his eight years at the Greater London Authority, Richard was responsible for a major investment programme, overseeing the delivery of 100,000 affordable homes and regeneration plans for 670 hectares of land owned by the authority. He led the creation of the first team at City Hall to address rough sleeping, commissioning around £10 million of services each year, as well as the first Social Impact Bond on homelessness.

Richard has also worked in the No10 Policy Unit and served as an election observer in the Ukraine and Somaliland, East Africa.

Kieran FitzGerald

Kieran FitzGerald Kieran has been a Commissioner in the three-person Garda Síochána Ombudsman Commission since 2011. Prior to becoming Commissioner, he managed communications for the founding Commission from 2006. He has extensive experience in communications, having run a private agency for six years and also having spent much of his career in journalism. In his time in journalism, he was Chairman of the Broadcasting branch of the National Union of Journalists. His work as a journalist took him to the USA, Africa and Russia, as well as considerable periods in Northern Ireland. He was awarded News and Current Affairs Journalist of the Year in 1999.

Kieran holds a Masters Degree in Economics and a Doctorate in Governance from the Law School of Queen’s University Belfast, where he specialised in the evaluation of performance of Ombudsman schemes.

Douglas Melville

Doug MelvilleDouglas Melville is the inaugural Principal Ombudsman and Chief Executive of the Channel Islands Financial Ombudsman (CIFO) which resolves disputes arising from the provision of retail financial services in and from the international financial centres in the Channel Islands. Mr Melville recently completed four years as the elected Chair of the International Network of Financial Services Ombudsman Schemes (INFO Network). He advises internationally on financial consumer protection, financial inclusion, and dispute resolution for various governments and international bodies including the World Bank and the OECD. From 2009 until 2015, he served as the Ombudsman and Chief Executive Officer of the Canadian Ombudsman for Banking Services and Investments. In 1996, Mr Melville designed and established the office of the Canadian Banking Ombudsman and served as its first Board Secretary. Following his undergraduate studies in biochemistry, economic geography and political science, Mr Melville completed a law degree, an MBA and a master’s in competition and international trade law.

Mr Melville qualified as a barrister and solicitor in Canada in 1993 becoming a professional mediator and arbitrator. He became an Ombudsman in 2006. Before that, he held senior management and legal/regulatory roles in the banking, investment and insurance sectors. He holds the ICD.D designation from the Institute of Corporate Directors and has served on a wide range of boards and advisory bodies in the for-profit and not-for-profit sectors including the Forum of Canadian Ombudsman (FCO).

Mr Melville came to Jersey from Canada in 2015 to take up his current appointment with his family. They are all active in the community and he currently serves as a States of Jersey-appointed Commissioner with Jersey Overseas Aid.

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Felicity Mitchell

Felicity MitchellFelicity Mitchell is the Independent Adjudicator for Higher Education. Felicity joined the Office of the Independent Adjudicator (OIA) in 2004 and worked as a consultant before its designation as the student complaints scheme in 2005. She became Deputy Adjudicator in 2009 and Independent Adjudicator in 2018. The OIA looks at complaints from students about higher education providers in England and Wales.

As Independent Adjudicator, Felicity has overall responsibility for the OIA’s good practice and case-handling work, and for legal claims against the OIA including judicial review.

Felicity studied English at university before qualifying as a barrister. She was called to the Bar in 1992 and, after some years in private practice, moved to the ombuds sector, working at the Banking Ombudsman and the Financial Ombudsman Service.

Matthew Vickers

Matthew VickersMatthew Vickers joined Ombudsman Services, which operates the Energy Ombudsman scheme, in 2015 and became chief executive in late 2018.

His leadership role involves developing and implementing long-term strategy and maintaining positive relationships with regulators, government departments, politicians, consumer advocacy groups and other key external stakeholders. He is passionate about the role of an ombudsman in delivering better outcomes for consumers and businesses alike.

Prior to joining Ombudsman Services in 2015, Matthew was chief executive at the Scottish Legal Complaints Commission (SLCC), a non-departmental public body based in Edinburgh. A fluent Spanish speaker, he spent four years with the Foreign and Commonwealth Office as British Consul, initially in the Canary Islands and then in Madrid. Before entering public service, Matthew’s background was in retail and FMCG. Matthew lives in Wirral, Merseyside. Outside work he enjoys spending time with his wife and two children.

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Representing Complaint Handler and Associate Members

Rónán Ó Domhnaill

Rónán Ó DomhnaillRónán Ó Domhnaill was appointed Language Commissioner on 12 March 2014. He was appointed by the President of Ireland following his nomination by the Government. Both Houses of the Oireachtas, (Dáil Éireann and Seanad Éireann) unanimously accepted that nomination.
Rónán spent 16 years as a journalist with the national broadcaster in Ireland, RTÉ and with TG4. He was appointed as Political Correspondent with Nuacht RTÉ/TG4 in 2006. He also, on occasion, presented political programmes such as The Week in Politics.

The Language Commissioner reports directly to the Houses of the Oireachtas. Rónán is often before Oireachtas committees to speak about language rights and the need to protect and strengthen those rights. 
The Office of An Coimisinéara Teanga is an independent statutory office whose responsibility is to monitor the manner in which the State’s public bodies comply with the provisions of the Official Languages Act 2003.
The Office investigates complaints from the public in cases where it is believed that public bodies may have failed to fulfil their obligations under the Official Languages Act. The Office also enquires into any valid complaints regarding allegations that a provision of any other enactment relating to the status or use of Irish has been contravened.

The Office also provides advice to the public about their language rights and to public bodies about their language obligations under the Act.

John Munton

John MuntonJohn Munton has been the Director of Dispute Resolution Services at the Centre for Effective Dispute Resolution (CEDR) since 2013. He is responsible for the operation of CEDR’s consumer complaints services that cover 12 industries including aviation, communications, funeral services, healthcare, new homes, postal services, surveying and the water industry. Up to 30,000 consumers a year use CEDR’s services to file complaints.

During his time at CEDR John has directed the development of new dispute resolution services in a number of sectors including aviation, lotteries, media, and the water industry. He has also worked with the NHS Litigation Authority to develop a new mediation service addressing clinical negligence cases in the NHS. John is currently working as part of a multi-organisational project team to launch the Business Banking Resolution Scheme, a new service that will review historical complaints brought by small and micro-businesses against UK banks.

Prior to joining CEDR John spent over 20 years working as a barrister’s clerk in chambers covering civil, commercial and criminal law. He is an accredited advanced negotiator and mediator.

Joanna Wallace

Joanna WallaceThe first part of Joanna's professional career was in healthcare management and leadership. After working first in the USA for the HMO Kaiser Permanente she moved to the NHS in 1995 and took up her first NHS Chief Executive post in 1997 in Merseyside. She became the Chief Executive of The Christie NHS Trust in 2000, eventually leaving the NHS after 10 years to become Chief Executive of a UK subsidiary of Astra Zeneca PLC. She moved into adjudication when she took up her appointment as Independent Case Examiner for the Department of Work and Pensions (DWP) in April 2013, and was reappointed to that role after open competition in 2019. She also serves as the Independent Assessor for Ombudsman Services. She has NED experience in the education and criminal justice sectors, a BSc(Hons) in Architecture from UCL, an MBA from the University of California, Berkeley and a Post Graduate Diploma in Medical Ethics and Law from Keele University.

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Chief Executive - Donal Galligan

Donal GalliganDonal joined the Ombudsman Association in June 2014, becoming Director in February 2016, and being appointed Chief Executive in September 2019. Donal has extensive experience of external relations having worked in various Private Office and policy roles in the UK. He helped set up the Nuclear Decommissioning Authority whilst at the UK Department of Trade and Industry and ran the Board Secretariat at the South East England Development Agency. In 2008 he joined the UK Parliamentary and Health Service Ombudsman (PHSO), where he spent 5 years. At PHSO he set up and headed the Policy Team, where he led on international relations, influenced government policy and secured legislative changes.

Donal also sits on the steering group of the UK Administrative Justice Council and is a member of the British Standards Institute’s Consumer and Public Interest Strategic Advisory Committee.

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