About Us:

Our Customers | Our Team | The charity we support

Our Team

We are a small team of experts in the specialist area of complaint handling. Each member of the team has significant experience of investigating and managing serious, complex, high profile and high risk complaints in central and local government or the NHS and often in, and across, more than one of these sectors. We all also have extensive experience of successfully training, coaching and developing those investigating complaints made about the full range of public services.

As a team we assure the quality of the service we provide to you by building in quality controls at key points in our investigations and by supporting the continuous professional development of each member of our team.

Trish Longdon

Trish has enjoyed a successful career in public service including central government, local government, the NHS and the voluntary sector. Currently Trish is the Independent Complaint Monitor for the Criminal Records Bureau, providing indepdendent adjudication for complaints which are unreolved, a member of the Appointments Commmittee of the General Dental Council and a Non-executive Director of her local PCT, NHS Hammersmith and Fulham. Trish has extensive Board level experience of research, audit, governance arrangements, consultancy and operational management. Her particular interest in complaints was developed as an Assistant Director at the Local Government Ombudsman’s (LGO) office in the late 1980s. She then moved to the Audit Commission where she supported and subsequently led the development of value for money audits and service improvement in local government and the NHS. As a Director at the Audit Commission she led and managed significant organisational change and the development and delivery of its User Focus and Equality and Diversity strategies.

For the last five years Trish served as Deputy Parliamentary and Health Service Ombudsman (PHSO) where she was responsible for 180 staff and the operational management and quality assurance of casework, ensuring PHSO had access to high quality professional advice and delivered a customer focused complaint handling service to members of the public. She sponsored the research amongst stakeholders which helped define the Ombudsman’s new vision and values, introducing customer focus into the casework approach and developing experimental teams. As a member of the Executive Board she contributed to the design and development of the new casework approach and the creation and implementation of new, fit for purpose organisational structures. She knows the value that effective complaint investigation and resolution can bring both to frustrated or grieving complainants, their families and carers and to organisations committed to an open culture and learning from complaints to improve services for all. She passionately believes that this should be the experience of all users and providers of public services.

Hilary York

To follow