Greg Byron Email & Phone Number

As Ombudsman, my focus is to ensure care and excellent service is provided to consumers and accredited businesses while making sure the business is delivering against set targets and KPI’s.We do this by:• Investigating cases, ensuring we have sufficient evidence on file to make a balanced decision• Reaching final decisions that are fair, reasonable and impartial – based on the evidence, our Codes of Practice and any relevant legislation• Ensuring complaints are processed… Show more As Ombudsman, my focus is to ensure care and excellent service is provided to consumers and accredited businesses while making sure the business is delivering against set targets and KPI’s.We do this by:• Investigating cases, ensuring we have sufficient evidence on file to make a balanced decision• Reaching final decisions that are fair, reasonable and impartial – based on the evidence, our Codes of Practice and any relevant legislation• Ensuring complaints are processed effectively• Delivering decisions and case closures with both speed and quality; and• Ensuring the industry learns from the complaints they receive as a form of continuous improvement. Show less

Wigan, United Kingdom

In October 2016, I was offered the position of Independent Person by Wigan Council and this was subsequently approved by the full council in November 2016. This is a part time role which I will undertake alongside my full time employment.An Independent Person supports the Standards Committee by providing independent scrutiny and advice on the Council’s arrangements for deciding and advising upon complaints. These complaints relate to issues concerned with whether a Councillor has… Show more In October 2016, I was offered the position of Independent Person by Wigan Council and this was subsequently approved by the full council in November 2016. This is a part time role which I will undertake alongside my full time employment.An Independent Person supports the Standards Committee by providing independent scrutiny and advice on the Council’s arrangements for deciding and advising upon complaints. These complaints relate to issues concerned with whether a Councillor has breached the Councillors' Code of Conduct. Show less

Manchester, United Kingdom

As a Senior Executive within the Policy team, I play a key role in leading our policy work on complaints handling in rail companies to drive forward positive change in company behaviour by delivering better customer service in the handling of complaints. This role also includes providing support in other important areas of our work related to the provision of information to passengers when buying tickets and travelling, which is underpinned by licence conditions and consumer law… Show more As a Senior Executive within the Policy team, I play a key role in leading our policy work on complaints handling in rail companies to drive forward positive change in company behaviour by delivering better customer service in the handling of complaints. This role also includes providing support in other important areas of our work related to the provision of information to passengers when buying tickets and travelling, which is underpinned by licence conditions and consumer law. Additionally, I will be responsible for leading on the approvals process for rail companies’ complaints handling processes, ensuring guidance is current and adhered to while also acting as the day-to-day operational contact for providing a key point of support and guidance to the new Rail Ombudsman service. Show less

Warrington, United Kingdom

Warrington, United Kingdom

As a Senior Investigation Officer at Ombudsman Services, I am required to investigate a wide range of different issues.For example, I have been assigned to the Office of the Independent Reviewer for the Solicitors Regulation Authority. Our offices receives these cases once the individuals have exhausted the SRA's own internal complaints procedure. It is my role to consider the information and evidence presented in order to firstly determine whether our offices can deal with this… Show more As a Senior Investigation Officer at Ombudsman Services, I am required to investigate a wide range of different issues.For example, I have been assigned to the Office of the Independent Reviewer for the Solicitors Regulation Authority. Our offices receives these cases once the individuals have exhausted the SRA's own internal complaints procedure. It is my role to consider the information and evidence presented in order to firstly determine whether our offices can deal with this issue.In addition to my work as part of the Office of the Independent Reviewer, I have been involved in each of the following:• Consumer Ombudsman Scheme;• Parking on Private Land Appeals (POPLA) Scheme; and• Which? Trusted Trader Scheme; In addition to the above, I must undertake project work in order to enhance the business' policies and procedures.When it comes to project work, I have been asked to develop and implement a wide range of different policies and procedures.In late 2015, Ombudsman Services took over the administration of the Parking on Private Land Appeals (POPLA) scheme. As a result of my position, I was expected to assist in the pre-launch of the POPLA scheme and develop it once the scheme had become live. Show less

Warrington, United Kingdom

From September 2015, I joined the New Product Development Operation which is a department designed to introduce new business sectors into the Ombudsman Services portfolio and establish best practice.While working in this department I have worked on a number of projects including the newly launched Consumer Ombudsman scheme, the Parking on Private Land Appeals (POPLA) scheme and the Which? Trusted Trader scheme among others.As this is a new department, it relies on the… Show more From September 2015, I joined the New Product Development Operation which is a department designed to introduce new business sectors into the Ombudsman Services portfolio and establish best practice.While working in this department I have worked on a number of projects including the newly launched Consumer Ombudsman scheme, the Parking on Private Land Appeals (POPLA) scheme and the Which? Trusted Trader scheme among others.As this is a new department, it relies on the investigation skills utilised within the wider business while also drawing on other skills such as research and process development. Once these procedures have been developed and implemented, I am also required to train others within our department using the knowledge I have gained. Show less

Warrington, United Kingdom

Upon joining Ombudsman Services, I began working on cases within the core business (Energy and Communications). This role draws heavily on time management, research, analysis and decision making. Once the decision has been made, this would be communicated verbally or in writing in order to suits the needs of those involved.

The Ombudsman Association is a professional association for ombudsmen and complaint handlers, their staff and others interested in the work of independent complaint resolution.I have been asked to complete the first stage of a project to develop a generic Caseworker Competency Framework for the Association’s members. The Framework will support the development of the caseworker profession across the Ombudsman Association membership, focusing on the core skills that caseworkers… Show more The Ombudsman Association is a professional association for ombudsmen and complaint handlers, their staff and others interested in the work of independent complaint resolution.I have been asked to complete the first stage of a project to develop a generic Caseworker Competency Framework for the Association’s members. The Framework will support the development of the caseworker profession across the Ombudsman Association membership, focusing on the core skills that caseworkers need to be effective, and building on the commitments set out in the Ombudsman Association’s Service Standards Framework. Show less

Skelmersdale

The main duties of the role required me to analyse the evidence obtained for each case and provide each client with considered legal advice based upon previous judicial decisions, whilst ensuring compliance with all Data Protection regulations. On a daily basis, I was required to utilise skills of negotiation as well as analysing complex data in detail so as to be able to discuss legal principles with clients who may have had no prior legal knowledge or experience.As I would… Show more The main duties of the role required me to analyse the evidence obtained for each case and provide each client with considered legal advice based upon previous judicial decisions, whilst ensuring compliance with all Data Protection regulations. On a daily basis, I was required to utilise skills of negotiation as well as analysing complex data in detail so as to be able to discuss legal principles with clients who may have had no prior legal knowledge or experience.As I would deal with cases from start to finish, I would need to formulate a thorough case plan so that I could identify the evidence required to present the strongest case possible.I was then required to upload all documentation onto the Ministry of Justice online claims portal. This was a relatively new process with the aim of facilitating quicker communication between parties and reducing overall costs as a result. Show less