Lecturer in Dispute Resolution

Business School

Tel: 0131 474 0000

Nicholas Foster is a Lecturer in Dispute Resolution in the Queen Margaret Business School. He is also a member of the Consumer Dispute Resolution Centre.

  • Overview

In his work as a part-time Lecturer in Dispute Resolution in the Consumer Dispute Resolution Centre, Nicholas leads on facilitating and developing courses in Public Services Complaints Management.

He has over 15 years of employment experience in local government and has worked at a senior level in dispute resolution for over nine years. He oversees the handling of complaints and concerns at a local authority in London.

Nicholas is Link Officer on the Local Government Ombudsman’s Advisory Forum and was a member of the Complaints Programme Board set up by the Department of Health to advise the Secretary of State on complaints handling across health and social care.

Central to Nicholas’s philosophy is ensuring that the feedback and intelligence derived from complaints are used as a tool for organisational learning and development. To this end, he has designed and developed an organisational learning framework to capture and report on complaints themes and trends, which then informed action planning for the organisation. His achievements in this area were featured in Community Care magazine. Nicholas has devised and delivered training to staff and councillors regarding effective complaints handling. He has also developed various channels for engaging with complainants, including setting up an online training tool for staff.

Nicholas has a track record in promoting best practice in complaints handling, both locally and nationally. He is a former chair of the National Complaints Managers’ Forum (England); and has overseen the development and publication of Good Practice guidance for handling complaints concerning children and adults social care services.

Research/Knowledge Exchange Centre membership: