To demonstrate to our customers that we deal with complaints about our service fairly and thoroughly we appoint an independent person as an External Reviewer. Their role is to look at a sample of complaints about our service and to report on how well we have responded to them.
Our External Reviewer, since August 2020, is Professor Cosmo Graham. He is a Professor of Law at the University of Leicester. He has a long standing interest in the improvement of customer service in the public sector, with a specific focus on complaint handling and consumers in vulnerable circumstances. He was the first person in the UK to carry out empirical research into the working of private sector Ombudsmen. In addition to his academic work, Cosmo is the Director of the Consumer and Essential Services Unit which explores the effects for consumers of regulation and provision of essential services. Cosmo was also a member of the Competition Commission between 1999 and 2008 when he considered a number of highly contested merger and market inquiries.
The completed review reports of the External Reviewer (undertaken jointly for this occasion only by Cosmo and the previous External Reviewer, Graham Manfield) can be downloaded on this page.
Please note the External Reviewer cannot get involved in specific complaint casework . His role is entirely separate from our process for challenging our decisions. Information about how you can request a review of our decisions is given here.