Carol Brennan- Research Profile

 Carol Brennan, Director of the Consumer Insight Centre, Queen Margaret University, Edinburgh

Carol Brennan is an experienced academic with a background in consumer advice, consumer education, consumer policy, customer service and consumer support services.

CONSUMER INSIGHT CENTRE

Carol is currently developing a centre of excellence for training, research , knowledge exchange and consultancy in ombudsman and complaint handling practice, and consumer affairs. The Centre, which is based at QMU, is building a successful reputation for providing high quality training for ombudsman organisations, complaint handlers, Trading Standards Services and other regulatory services.

Queen Margaret University is the first UK university to provide approved accredited training for the British and Irish Ombudsman Association.

ACCREDITED TRAINING

Carol is currently leading projects which are delivering accredited training solutions for:

• The British and Irish Ombudsman Association
• The Legal Ombudsman (for England and Wales), Birmingham
• The Financial Ombudsman Service, London

Previous clients include:

• The Police Complaints Commissioner for Scotland
• The Office of the Ombudsman, Dublin

 KEY SPECIALIST AREAS:

Carol has particular interests in the following areas:

• customer service
• complaint handling
• consumer policy
• consumer empowerment
• sustainable consumption

RESEARCH, EVALUATION AND CONSULTANCY WORK

Queen Margaret University has a range of experts who are available to work with business, public bodies, research partners and government organisations.

As part of the current activities of the Consumer Insight Centre, Carol is working on research and evaluations.

Evaluation example:

Carol is contributing to a research team which is working for the European Commission to evaluate consumer education initiatives in Europe.

If you are interested in accessing Carol’s expertise to assist your organisation’s development please contact: Carol Brennan, on E: cbrennan@qmu.ac.uk ; or Kim Gilchrist, Senior Project Adviser, E:kgilchrist@qmu.ac.uk or T: 0131 474 0000.

KEY MEDIA TALKING POINTS

Carol would be happy to provide specialist comment to the media in the following areas:

• Consumer complaints
• Customer service
• Consumer education

CONTACT:

If you require Carol Brennan for media comment please contact Lynne Russell, Press and PR Officer, Queen Margaret University, Edinburgh, T:: 0131 317 3652, mobile: 07711 011239, E: lrussell@qmu.ac.uk