Shaun Dodd
Romiley,Greater Manchester
Summary
Accomplished complaints and investigations professional with extensive experience managing complex, end‑to‑end cases across home and motor insurance, warranty, and breakdown cover. Skilled in making fair, evidence‑based decisions aligned with FCA rules and guidance, with a strong track record of engaging effectively with the Financial Ombudsman Service to support and defend outcomes. Demonstrates sound judgement in ambiguous and disputed cases, applying robust evidence analysis, policy interpretation, and constructive challenge to deliver balanced, well‑reasoned decisions.
Overview
37
37
years of professional experience
Work history
FOS Case Manager
The Automobile Association (AA)
2018.01 - 2026.05
- Independently manage a caseload of complex complaints across motor insurance, home insurance, warranty and breakdown cover.
- Assess disputes by weighing evidence from all parties to determine fair and reasonable outcomes in line with FOS principles.
- Prepare structured and impartial case submissions for FOS investigators and ombudsmen.
- Engage directly with FOS investigators on contested cases, providing additional evidence and reasoned challenge where outcomes are considered inconsistent or unfair.
- Manage cases through to Ombudsman final decision stage, ensuring accuracy and clarity of all submissions.
- Analyse FOS outcomes to identify trends, inconsistencies and opportunities for improvement.
- Support colleagues on complex cases, sharing insight on FOS expectations.
Team Manager / Senior Complaints Specialist
Swinton Insurance Group
1989.09 - 2018.01
- Managed complex complaints across motor and home insurance, including high-value and sensitive cases.
- Assessed disputes using policy, regulatory requirements and customer circumstances to reach balanced outcomes.
- Handled Financial Ombudsman Service cases end-to-end, including evidence preparation and liaison.
- Acted as escalation point for complex complaints, supporting decision-making consistency.
- Led and developed complaint handling teams, improving quality and regulatory compliance.
- Supported quality assurance and coaching based on case trends and outcomes.
- Handled professional indemnity claims and legal matters, including formal statements and court attendance where required.
Education
BTEC National Diploma - Business & Finance
Stockport College
O-Levels - Maths and English
Marple Hall High School
Skills
- End‑to‑end investigation of complex complaints
- Fair and reasonable judgement within FCA regulatory frameworks
- Product expertise: home insurance, motor insurance, warranty, and breakdown cover
- Evidence analysis and balanced, defensible decision‑making
- Clear, structured decision writing suitable for Ombudsman review
- Managing ambiguity, grey areas, and disputed cases
- Engagement with FOS investigators and ombudsmen
- Ability to challenge and defend outcomes using evidence and logic
- Constructive challenge to improve decision quality
- Identification of trends and opportunities for decision improvement
- Clear distinction between policy terms, regulatory requirements, and fair outcomes
Affiliations
- Spending time with family, following football, socialising, and enjoying strategic games such as chess.
Additional information
- Extensive experience working directly with Financial Ombudsman Service processes and decision-makers.
- Comfortable handling complex and contested complaint cases.
- Strong ability to balance consumer impact, business position and regulatory expectations.
- Resilient and adaptable in high-volume, target-driven environments.
Timeline
FOS Case Manager
The Automobile Association (AA)
2018.01 - 2026.05
Team Manager / Senior Complaints Specialist
Swinton Insurance Group
1989.09 - 2018.01
BTEC National Diploma - Business & Finance
Stockport College
O-Levels - Maths and English
Marple Hall High School