The Ombuds Group announces the acquisition of Consumer Friend, an independent

provider of consumer advice, advocacy and business training. Consumer Friend will

officially join The Ombuds Group as of the 1st July.

This strategic move marks an important milestone in the Ombuds Group’s continued

growth, significantly strengthening its expertise in consumer affairs and expanding its

already established training offer of City & Guilds-accredited courses with an increased

portfolio of multiple new sector learning solutions.

Founded and led by two key trading standards professionals, Consumer Friend has a

strong reputation for championing consumer rights and delivering impactful training

helping businesses to deliver better customer outcomes. Its highly regarded

Consumer Friend Academy, which includes courses on Consumer Vulnerability,

Achieving Better Outcomes, and a wide range of e-learning modules, will now be

delivered under The Ombuds Group banner.

The existing Consumer Friend team are excited to join the Ombuds Group team and

will continue their valuable work as part of the Group. Their knowledge and insight

will support The Ombuds Group’s mission to deliver fairer outcomes and enable expansion

into new and emerging sectors.

This acquisition forms part of the Group’s broader strategy to extend its reach and

deepen its impact across industries that are new to its current remit. It also enhances

Strictly embargoed for 00.01 Tuesday, 1 July 2025

the organisation’s internal capabilities by adding further expertise and high-quality

training resources.

Kevin Grix, CEO & Chief Ombudsman of The Ombuds Group, commented, “We are

delighted to welcome Consumer Friend to The Ombuds Group. This is a forwardthinking

organisation working in sectors that represent exciting growth areas for us.

Their expertise bolsters our position as a trusted provider of consumer insight and

training, allowing us to support more individuals and businesses across a broader

landscape.

Most importantly, this acquisition is about people. We’re gaining a values-led, highly

experienced team who share our commitment to fairness and better outcomes for

consumers and businesses alike. I’m looking forward to what we can achieve together.”

Louise Baxter MBE and Co-Founder of Consumer Friend, said, “This next chapter is all

about people. At Consumer Friend, we’ve always championed the importance of

understanding consumer rights and recognising vulnerability. Not as a box to tick,

but as a foundation for better outcomes. Becoming part of The Ombuds Group

gives us the opportunity to expand that mission, helping more organisations put

peo-ple first, build fairer services and ensure every consumer is supported, protected

and heard. We can’t wait to get started.”

About The Ombuds Group

The Ombuds Group is an independent, not-for-profit, government-approved organisation

established in 1992 by the Office of Fair Trading. Our mission is to resolve disputes

and raise standards. The Group includes the Rail Ombudsman, Dispute Resolution

Ombudsman, and the Furniture & Home Improvement Ombudsman. It also provides

staff and expertise to the Independent Football Ombudsman.

This acquisition also creates new opportunities for colleagues across The Ombuds

Group to develop, lead, and innovate—reinforcing its commitment to fairness.

For more information, go to www.ombuds.group.