Returned to James Hay to help reduce a complaint backlog. Contract wasn't renewed at the end of August due to budgetary constraints.

Worked on Prudential Thematic Review of Annuity Sales Practices. Started as a three month contract, but was renewed several times. End to end complaint journey, including redress calculations using third party (FCA) approved methodology. Left contract to pursue potential opportunities closer to home.

Started a new life as a contractor specialising in complaints. My first contact was at Aviva Dorking working pension servicing complaints involving Friends Life policies, where my experience and technical expertise was invaluable. One of a team working on the complaints backlog dealing with predominately company pension schemes, but also SIPPS, group personal pensions and a few ISAs. Developed loss calculation spread-sheets for the team, to deal with the more technical cases involving financial loss as there were none in existence before I arrived. Consistently hit my daily target and got involved in a number of high profile cases for senior management. My first contract was very successful.

spent seven months on a temporary contract at Abbey Life working in the Risk and Relationship Department. assisting with risk reporting, transaction testing and complaint analysis. I was only offered a temporary contract when I started and although there were plans to make it permanent, an opportunity arose which I felt was too good to turn down and hence I left Abbey Life in July after 27 years working at the Bournemouth Abbey Life site.

Worked for Capita as a Customer Relations officer after being TUPE'd from UNISYS in 2009. Took voluntary redundancy in December 2015.During this time I was a senior complaints handler and this provided me with a huge amount of experience. Towards the end of my time I dealt with FOS referrals and it enabled me to negotiate settlements where appropriate, or mediate where agreement could not be reached on a decision.I also handled the BAU pension review complaints, including the conclusion of the "Guarantee" cases which came out of the Pensions Review. This provided me with specialist knowledge of DB to DC transfers and exposure to various DB schemes, as I had to collate the technical information from the DB scheme to be used by the actuaries for the calculation of redress.During the summer of 2015, a large number of pension reform complaints led to an internal project which I essentially project managed (with no formal previous project management experience). To stave off a potential FCA inspection, I was charged with devising a process of reducing the complaint backlog. I duly produced a fast-track process which I personally presented to the Abbey Life MD for sign-off and rolled out to the team, including a group of contractors. The backlog was reduced from around 1000 to about 200 during a three month period. I received various recognition awards from Capita for this work and saved the client from potential reputational damage.

Customer Relations officer, TUPE'd from Abbey Life to UNISYS (UISL).

Customer Relations officer with Abbey Life until TUPE'd to UISL in 2001

pension administrator at Abbey Life

Worked at Lloyds Bank, mainly as a cashier after leaving school