01 July 2025, 14:56
By Furniture News Jul 01, 2025

Ombudsman bolsters services with acquisition

The Ombuds Group has announced the acquisition of Consumer Friend, an independent provider of consumer advice, advocacy and business training. 

Consumer Friend officially joins The Ombuds Group today, in a strategic move that is set to significantly strengthening the Ombuds Group’s expertise in consumer affairs and expand 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 reputation for championing consumer rights and delivering training to help businesses deliver better customer outcomes. Its 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 will continue its work as part of the group.

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 the organisation’s internal capabilities by adding further expertise and training resources.

Kevin Grix, CEO and chief ombudsman of The Ombuds Group, comments: “We are delighted to welcome Consumer Friend to The Ombuds Group. This is a forward-thinking 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, co-founder of Consumer Friend, adds: “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 people first, build fairer services and ensure every consumer is supported, protected and heard. We can’t wait to get started."


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