ADR officials

The NCS Arbitrators are highly regarded barristers and a specialists in the Automotive sector.

All NCS Conciliators and case handlers are independent experienced professionals, with knowledge of consumer law & legislation and experience in dealing with consumer disputes specific to the retail motoring sector.

I have over 40 years’ experience in the motor trade, 24 years of those years with a manufacturer, other years were spent in retail, within the service and repair sector before moving into management.

I worked for a manufacturer in dealer technical support, technical training instructor roles and in a specialist role dealing with vehicle related legal matters and personally handling Small Claims actions. I have worked with, specialist engineers, motor dealer groups, major insurers, local authorities (Trading Standards), independent & national law firms

I also assisted in implementing manufacturer customer service programmes including software development, ensuring that these achieved ISO 9002 accreditation with the British Standards Institution.

I have a comprehensive understanding of customer service standards, consumer legislation, Sales and After Sales processes. I have also been a technical advisor to the National Conciliation Service arbitration panel for over 15 years, attending formal arbitration hearings.

I have 34 years experience in the motor trade, 13 years with a manufacturer and 21 in retail, specialising in customer service and the audit and compliance of dealership standards.

I have a comprehensive understanding of customer service standards, consumer legislation, Sales and After Sales processes with a well-respected reputation during which time:

• I  developed and implemented a comprehensive customer service programme for a major retail group
• I worked with a number of prestigious manufacturers to develop their customer service programmes
• I have been a technical advisor to the National Conciliation Service Arbitration Panel for 25 years
• Developed a group quality system that achieved ISO 9002 accreditation with the British Standards Institution
• I implemented Home Authority Agreement with Essex Trading Standards
• Contributed to the development of customer service standards within retail dealerships