Emma studied law at the University of Greenwich and graduated with honours in 2014. She then went on to complete the Legal Practice Course (LPC) combined with a Masters in Business, Law and Management (MSc) at the University of Law in Moorgate. Prior to joining the Ombudsman, Emma gained legal experience working for the Serious Fraud Office (SFO) and working as a paralegal for a solicitor’s firm in both Hertfordshire and London.
Molly studied Law at the University of Hertfordshire, graduating with First Class Honours. She then studied for the Legal Practice Course combined with Masters in Law at the University of Law in London. Alongside her study, Molly worked part-time with the Dispute Resolution Ombudsman as a Consumer and Member Service advisor and after graduating she joined the Ombudsman team full time. Since joining the Ombudsman team, Molly has undertaken various training courses including a Level 5 BTEC course in Complaint Handling and Investigation and a City & Guilds accreditation in Consumer Law.
Chloe studied Law at The University of Westminster and graduated with First Class Honours in 2017. Whilst studying for her degree, she gained legal experience through spending a year working as a paralegal for a firm of solicitors based in London. Here, she assisted through drafting legal documents, corresponding with clients and considering evidence. Prior to this, Chloe volunteered for her local Citizens Advice Bureau where she worked on their telephone advice service advising on various issues including consumer rights.
Since Joining the Ombudsman team, Chloe has participated in various training courses. This has included completing a Level 5 BTEC course in Complaints Handling and Investigation and a City & Guilds accreditation in Consumer Law.
Katie studied Law at The University of Westminster for three years before graduating with honours in 2016. Prior to joining the Ombudsman, Katie worked as a paralegal for a London based law firm, where she gained practical experience in various areas of law. Since joining the Ombudsman in 2016, Katie has gained a City and Guilds accreditation in Consumer Law and completed a Level 5 BTEC course in Complaint Handling and Investigation.
Ashley studied law at The University of Hertfordshire graduating with honours in 2017.
Whilst completing her degree she worked as a team leader within retail and customer services, going on to then gain valuable experience at Dispute Resolution Ombudsman working as part of the Consumer and Member Services team for 10 months. As part of this team Ashley oversaw the processing of applications, answered queries from consumers and retailers that contacted the ombudsman each day and managed the aftercare department. Ashley has recently engaged in a Level 5 BTEC course in Complaints Handling and Investigation and has gained invaluable insight into the rail industry through engagement visits with key stakeholders. In doing so, Ashley has developed a keen interest in consumer law issues within the rail industry and will be working as an Ombudsman within the Rail Ombudsman.
Hailey studied law at The University of Bedfordshire graduating with First Class Honours in 2016. She then graduated with a Commendation in her Masters in International Business Law in 2017.
Whilst studying for her degree and masters, she gained legal experience through volunteering with The Refugee Legal Assistance Project, aiding vulnerable clients with the process of Family Reunion applications. Hailey also volunteered with the Law Clinic, being an initial advisory and signposting service for consumers with Commercial, Employment and Housing issues.
Hailey joined the Rail Ombudsman in October 2018 as an Assistant Ombudsman, helping with the creation of training materials to assist the knowledge of the rest of the team.
Rosie was originally a Sheffield Business graduate, followed up with a QMUL Masters in Globalisation and Development. This led to a career within the public and charitable sector, working for organisations such as the National Probation Service and Sue Ryder. After attainment of the College of Law LPC, she worked at Shelter Legal Services for 5 years, supporting litigation for vulnerable clients facing homelessness and repossession. The demise of Legal Aid prompted Rosie to take a different public-focused career route, by working as an Ombudsman, where she has acted concurrently on disputes relating to furniture, removals, installations and Trusted Traders.
Rosie’s work as an Ombudsman since June 2017 demonstrates her well-developed knowledge of consumer law, and proven ability in dealing with consumer disputes on a wide range of issues, alongside excellent customer service. This has been further developed through the attainment of a BTEC accreditation in Complaint Handling, delivery of internal training, and progression toward her professional CIArb qualification.
Rosie was keen to transfer this knowledge and skill set toward pioneering the Rail Ombudsman service, because having commuted for over 10 years, she knows the importance of increased accountability in this sector and raising industry standards. Toward her new role, she has engaged in rail specific training, stakeholder engagement and research, that further immerses her in the relevant consumer law and discrimination issues from the perspective of all relevant parties.
Holly studied a Masters in law, specialising in Human Rights Law at Cardiff University and graduated with a distinction in 2016. Prior to her postgraduate degree, Holly studied Law at the University of Gloucestershire. In previous roles Holly has worked in the financial services industry and more recently had been managing her own caseload in a legal services firm. Holly has also volunteered for UNICEF and Cardiff City Council helping to improve the lives of young people in Cardiff. Holly hopes to maintain her academic focus on legal rights in her new position as an Ombudsman.
Sarah joined the Rail Ombudsman as Contact Manager in September 2018, bringing with her a wealth expertise and 25 years of experience within the Contact Centre and Operations environment across multiple sectors including Aviation, Finance, Retail and IT.
Sarah studied at Ruskin University and has attained a postgraduate in Call Centre Management and a MSc in Business Technology Management.
She is responsible for the day to day delivery of performance and productivity of the Rail Ombudsman Contact Team.
Kathryn has enjoyed a 40-year career in public service. She recently became Parliamentary Commissioner for Standards, an independent officer of the House of Commons overseeing the code of conduct and rules for MPs. During her career, she spent 11 years as Chief Executive of the charity, Voice UK, representing the rights of people with learning disabilities who were victims of abuse and crime. She was awarded an OBE in 2007 for her services to people with learning disabilities. She has also held the challenging role of Commissioner for the Victims and Survivors in Northern Ireland, worked for the Independent Police Complaints omission and held the role of Chief Legal Ombudsman of England and Wales.
