Helen has complained effectively for over 4 decades. Now an established consumer champion, columnist, best-selling author and blogger, Helen also supports companies though transformation and continual improvements in customer service. She is in the unique position of hearing what consumers think about customer service and what changes they would like to see. She works with businesses using customer insights and perspectives to reduce reputational risk and impact on vulnerable customers and increase sales.
She is the This Is Money consumer champion and has written for the Telegraph and the Financial Times amongst others. Her interviews include an exclusive with Tesco UK and Group CEOs (the only one they did together), Rob Rinder, Paul Lewis and various others in the sector. Helen is a credible and authentic expert in consumer matters, having gained respect for her broad and deep understanding of the field.
She is the go-to person for all things complaints and consumer related. With a no-nonsense, engaging and informative direct style, she can often be seen in the media covering the latest topical issues. Author of "How to Complain: The Essential Consumer Guide to Getting Refunds Redress and Results!", "101 Habits of an Effective Complainer". Author of report "Whirlpool - The Tumble Dryer Story Without the Spin" which outlines what happened up until April 2018. Co-author of investigative reports Ombudsman Omnishambles: Serious unresolved issues affecting the operation of the ombudsman ADR system in the UK. 22 June 2016 and More Ombudsman Omnishambles: The UK ADR landscape 20 months on… 28 February 2018. The reports outline the state of Alternative Dispute Resolution provision and the failures with approval and monitoring in the unregulated sectors within the UK.
Regularly seen and heard in the media on such programmes as The One Show, Rip Off Britain, BBC Breakfast, News programmes across all mainstream media, BBC Radios 2, 4 and 5 etc., she is also a regular speaker at the Westminster Business Forum, the Business Expos and Retail Week.