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Paul Harrison

Paul is our data analyst and is responsible for volume forecasting as well as the production of data-driven reports for the Rail Ombudsman. He has a BA Hons in Business from the University of Hertfordshire and has over 15 years’ experience working across a number of FTSE350 companies where he has developed robust technical, analytical and customer service skills.

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George Wicks

George joined The Furniture Ombudsman in September 2018, having gained extensive knowledge in the retail and customer service industry. In conjunction with City & Guild accredited training in Consumer Law, George’s studies through The Open University have enabled him to develop the necessary skills to make him an invaluable part of the Consumer and Member Services team.

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Jane Parsons

Jane is an experienced Ombudsman and trainer and has been involved with consumer issues relating to the furniture industry for over ten years. Before joining The Ombudsman in 2002, she gained extensive practical experience dealing with technical issues for a fabric and furniture wholesalers. Jane has overseen a vast array of complaints, is academically qualified to post graduate level and spent a year studying in Colorado, USA whilst at University. In 2009 she attained professional qualifications from the Chartered Institute of Arbitrators.

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Beth Hartman

Beth has worked at The Furniture Ombudsman since late 2016 supporting the Administrative team and the Ombudsman. Prior to this, she studied A-Level English Literature & Language, History and Law for two years at sixth form at The John Henry Newman School.

After finishing her exams, Beth undertook work experience at The Furniture Ombudsman working closely with the Consumer and Member Services Team, and later joined the team. She helps with the many consumers and retailers who contact the Ombudsman each day, playing an integral part assisting her colleagues and ensuring that all queries are dealt with in a timely manner.

Since joining The Furniture Ombudsman, Beth has gone on to achieve an accreditation in Consumer Law & Customer Service and General Data Protection Regulations.

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Naomi Davis

Naomi joined the Dispute Resolution Ombudsman in June 2018 working within the Consumer & Member Services Team as well as Credit Control. Since joining the Furniture Ombudsman, Naomi has achieved an accreditation in Consumer Law & Customer Service complaint management. Naomi has a back ground in Customer Service & Credit Control which has been extended whilst working at The Furniture Ombudsman.

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Kelly Delaney

Since her appointment as a trainee administrator in 2007, Kelly been involved in all aspects of the Ombudsman’s work.

In May 2011, following the successful completion of an in-house training programme, Kelly joined the Dispute Resolution Team in a supporting role to the Ombudsmen. In February 2012 she became professionally qualified by the Chartered Institute of Arbitrators and was appointed Dispute Resolution Associate. Kelly is primarily responsible for conciliating cases between consumers and retailers, helping both parties to reach a resolution wherever possible.

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Carol Lightowler

Carol has worked at The Ombudsman since 2005 and plays a central role on the Administrative Support Unit. Prior to this she spent many years working for the Furniture Industry Research Association where she gained extensive experience of the industry matters which affect consumers.

Carol helps deal with the many thousands of consumers, retailers and lawyers who contact The Ombudsman each year. She plays a key role supporting her colleagues and the management and is an expert when it comes to understanding and explaining how the service operates.