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Felicity was appointed as Independent Adjudicator on 1 April 2018. She has oversight of the OIA’s good practice and case-handling work, and of legal claims against the OIA, including judicial review. She also chairs the Good Practice Framework Steering Group. She has led work on the OIA’s Rules, and on the OIA’s approval as the Alternative Dispute Resolution body for higher education complaints and as a member of the Ombudsman Association.
Felicity joined the OIA in 2004, and became a Deputy Adjudicator in 2009. She had worked as a consultant for the OIA before its designation as the student complaints scheme in 2005. Felicity was called to the Bar in 1992 and, after some years in private practice, moved to the ombudsman sector, working at the Banking Ombudsman and the Financial Ombudsman Service. Felicity became a Director of the Ombudsman Association in May 2019 and is a member of its Validation Committee. She was elected to the Board of the European Network of Ombuds in Higher Education in June 2019.