Ex-BT Man Becomes Regulatory Director for Ombudsman Services

The Ofcom approved consumer complaints handler firm Ombudsman Services, which is an Alternative Dispute Resolution (ADR) provider for broadband ISPs and mobile operators, has hired a former head of commercial and regulatory strategy at BT’s consumer business – Ed Dodman – to be their Director of Regulatory Affairs.

At present the regulator requires all ISPs to become members of an approved Alternative Dispute Resolution (ADR) scheme – CISAS or Ombudsman Services. The schemes are free for consumers to access and designed to supplement (not replace) an ISPs own internal complaints procedure(s), although providers often have to pay sizeable costs regardless of whether they win or lose a case.

The ADR process is often seen as a last line of defence for consumers – before taking court action – and such schemes are generally only used after a dispute has gone unresolved for 8 weeks (i.e. the “Deadlock Letter” stage). Please see our ISP Complaints and Advice section for more information.

Ombudsman Services hasn’t actually had a Director of Regulatory Affairs before (it’s a new position) and thus the decision to hire somebody with industry experience to fill the role is a wise one. Prior to this, Ed also held operational and regulatory roles at the UK’s largest water supplier, Thames Water.

Matthew Vickers, CEO of Ombudsman Services, said:

“Ed brings with him a wealth of experience from two of the largest regulated companies in the essential services space.

His appointment forms part of the wider transformation of our business and strengthening of our senior leadership team.

We are delighted to welcome Ed to Ombudsman Services, where he will play a defining role in shaping and leading our regulatory strategy.”

Meanwhile Ed said that his job “will be to continue to strengthen our voice in conversations around regulation and to ensure that our internal operations inform and adapt to the changing regulatory landscape.” Ombudsman Services itself was founded in 2002 and currently employs more than 400 people at its offices in Cheshire.