Real Stories. Real Progress.

At the Ombudsman, we believe that every career starts with opportunity — and we’re proud to offer roles that do more than just build experience; they shape futures. Our career blogs showcase the journeys of individuals who began their professional paths with us and have gone on to achieve incredible things across the legal, consumer and dispute resolution sectors. Whether you're a recent graduate or looking to take the next step in your career, joining the Ombudsman means developing practical skills, working alongside supportive teams and gaining exposure to real cases that make a real impact. If you’re looking for meaningful work that sets you up for long-term success, you’ve come to the right place.

From Graduate to Ombudsman: Building Real-World Legal and Investigative Skills

Haider-Ali Maqsood's journey as an Ombudsman highlights how the role offers a strong foundation for a career in law and dispute resolution. Working for the Furniture & Home Improvement Ombudsman, part of The Ombuds Group, he developed strong investigative, analytical and communication skills while resolving complex, real-life disputes that directly impacted both consumers and businesses. Through accredited training in consumer law, hands-on casework, and collaborative team support, Haider gained invaluable experience in alternative dispute resolution, empathy-led decision-making and delivering fair outcomes. Following his time at the Ombudsman, Haider joined Austin and Carnley Solicitors, where he continues to build on the skills developed in dispute resolution.

Below, Haider reflects on his career journey so far - from studying politics, to working as an Ombudsman, and how that experience shaped his path into the legal profession.

Inside the Role: Reflections on My Time as an Ombudsman

It’s safe to say that my journey into the world of work has been relatively unique and full of variety. This article outlines how I found myself working as an Ombudsman, what I learned during my time there, and how the role has supported my future career in law.

Academia and the Path to Law

Choosing what to study was an incredibly difficult decision. I knew I wanted to help people, but I wasn’t yet sure in what capacity. With a strong interest in Politics, I decided to pursue a degree in Politics and International Relations at the University of Leicester, believing it would eventually lead to a career where I could make a difference. Towards the end of my degree, I began to see the strong connections between politics and law, two subjects that naturally intersect. This led me to complete a Law Conversion at the University of Law, followed by a Master’s in Legal Practice at City University of London.

My Time as an Ombudsman

After graduating, I joined the Dispute Resolution Ombudsman in Stevenage, working within the Furniture and Home Improvement team. As part of the role, I completed a City and Guilds accredited course in Consumer Law and Customer Service, where I developed a solid understanding of consumer rights and remedies. This was my first role directly related to my studies and allowed me to apply legal knowledge in a practical setting. Rather than solving academic problems, I was dealing with real disputes affecting real people, which made the work both challenging and rewarding. I developed key investigative and problem-solving skills, regularly reviewing contracts, correspondence, invoices, and terms and conditions to understand how disputes had arisen. I also strengthened my communication skills, particularly when dealing with consumers in stressful and emotionally charged situations. Many complaints related to bathroom or kitchen installations, meaning people’s homes were directly affected, making empathy and sensitivity essential.

Team and Culture

Working within a supportive team was invaluable to my development as an Ombudsman. Experienced colleagues provided guidance on handling cases effectively and achieving fair outcomes for both consumers and businesses. Remedies often included repairs, replacements, refunds, or price reductions, and helping parties reach resolution was highly motivating. Regular team huddles and case clinics allowed us to discuss updates and seek advice on more complex cases, which helped build my confidence and deepen my understanding of dispute resolution.

ADR to Litigation

My time as an Ombudsman gave me a strong foundation in mediation and adjudication. Alternative dispute resolution offers a cost-effective and efficient way to resolve disputes and avoid litigation, which should always be a last resort. The skills and knowledge I gained in this role continue to shape my approach as a trainee solicitor and will remain with me throughout my career. One key lesson I’ve taken forward is that learning never stops—maintaining curiosity and continually developing legal knowledge is essential, because, as I often say, “you don’t know what you don’t know.”

From Ombudsman to Barrister; Kim's Legal Journey Began with Us

At the Ombudsman, we love celebrating the success stories of our former colleagues – and few represent that spirit better than Kimberley Clifton, whose legal journey started in our very own offices and has taken her all the way to the Bar and now as a Barrister at Farrar’s Building.

Kim studied Law at the University of Leicester before completing the Bar course in Manchester, finishing in the summer of 2018. Fresh out of her studies and looking for her first legal role, Kim interviewed for a position at what was then our furniture division – and started just a few days later.

“It was very quick,” she recalls. “I think the interview was on the Thursday, and I started on the Monday. Kevin [Grix, Chief Ombudsman] took a bit of a punt on me. We had similar backgrounds, both having done the Bar course, and I was very lucky he gave me the opportunity.”

Kim soon became part of the team that launched the Rail Ombudsman and gained first-hand experience in both consumer and business-facing roles. It was a fast-paced, dynamic time – and one that laid the foundation for her career in consumer law.

After leaving the Ombudsman to build her advocacy experience, Kim spent time as a County Court advocate. She also secured a secondment in the legal department of BT during the 2020 pandemic – a role that leaned heavily on the consumer rights expertise she’d developed during her time with us.

From there, Kim went on to complete her pupillage before spending time at the employed Bar. In early 2025, she returned to life as a self-employed barrister with a specialism of personal injury but alongside continues to enjoy her work in areas that draw on her background in contract and consumer rights.

“The Ombudsman gave me a really solid grounding – in law, but also in decision-making, analysis, and writing,” Kim says. “Writing adjudication reports, weighing up evidence – that’s not a million miles away from what I do now in court.”

Training she received here, including consumer rights and equality and diversity modules, has stayed with her. “It gave me the basis of my legal knowledge and understanding of fair outcomes, which I still apply today.”

As for the highlights? For Kim, it was the people and the supportive culture that stood out.

“I loved working with both consumers and businesses – that dual focus is really valuable,” she explains. “But also, Kevin and the whole team were incredibly supportive of my journey, even though it was clear I might move on. It was my first proper job in the legal industry, and a great place to find my feet.”

She’s continued to stay in touch and reflects warmly on the experience: “I’ve seen people grow their careers here and move up through the organisation. For me, it was a great springboard – and for others, it’s been a long-term home. That’s what makes it special.”

From Ombudsman to Litigation Leader: Salowa’s Journey Through Law

Salowa Khan’s journey from her first legal role at the Ombudsman to her current position as Director of Litigation Support for a law firm in Colorado is an inspiring testament to the impact of gaining hands-on experience early in a career. A graduate of law, Salowa embarked on her professional journey in 2014, starting at the Ombudsman, where she quickly found herself immersed in a wide range of legal challenges, gaining invaluable experience in ADR, contract and consumer law.

An Early Start at the Ombudsman

Joining the Ombudsman as a graduate, Salowa was given the responsibility of managing a significant caseload involving claims from consumers against retailers. This hands-on role provided Salowa with the opportunity to delve deep into the nuances of consumer disputes where she honed her skills to analyse complex evidence, mediate disputes and draft adjudications. Negotiating settlements between parties in dispute was a key part of her work together with legal research and delivering presentations to internal teams and external stakeholders. Reflecting on her time at the Ombudsman, Salowa fondly remembers the close-knit nature of the team and the hands-on experience she gained across various aspects of the organisation.

“I started off doing administrative work linked to the dispute resolution process and as I progressed I had the opportunity to move into more legal tasks - such as reviewing documents and communicating with clients,” she explains. “That versatility was really valuable for my career growth and I grabbed the opportunity with both hands.” Salowa reflected positively on the culture at the Ombudsman and recognised that the experience gained their would help her to stand out in the crowd. “Even then, the Ombudsman was recognised as forward-thinking and I valued the supportive environment. A career in law is ultra-competitive and I knew that my CV would need to stand out from the crowd.” Reflects Salowa. “Some of my university friends had pursued opportunities as paralegals, but I wanted something more and was keen to have more responsibility. The exposure that I had to consumers and businesses helped me to establish the skills that I still rely on today.”

A Transition to the United States

After her time with the Ombudsman, Salowa moved to Miami, Florida with her husband and joined a law firm in civil litigation where she adjusted to the differences between the U.K. and U.S. legal systems. “The legal system [in the U.S.] is quite different and it took me some time to get used to the terminology and processes. I had gained skills at the Ombudsman that helped me to be adaptable and I started gaining more exposure to various areas of law,” she shares.

In 2019, Salowa relocated to Denver, Colorado where she continued her work in law with a firm similar in size and practice to her previous roles. The flexibility and diverse opportunities available in the U.S. legal environment allowed her to explore a range of legal fields, expanding her expertise far beyond the areas she had originally focused on. Salowa’s current role as Director of Litigation Support has given her a comprehensive understanding of various legal processes from document review and evidence analysis to team leadership and client communication. She appreciates the hands-on nature of her work which constantly challenges her to think critically and adapt to new areas of law.

A Career Built on Foundation and Flexibility

When asked what advice she would give to people keen to pursue a career in law or at the Ombudsman, Salowa reflects on her own journey and the importance of gaining practical experience early on. “The Ombudsman provided me with the opportunity to wear many hats and that versatility helped me build a strong foundation for my future legal career. My time at the Ombudsman was crucial in helping me develop the skills that I need today, whether it's analysing complex cases, negotiating settlements or working within a diverse legal team.” For those entering the legal profession, Salowa encourages taking on as much hands-on work as possible. “Whether you’re working in the U.K. or abroad, the more you can immerse yourself in real cases, the more you’ll learn. The practical skills you develop will carry you through your career and help you succeed in various legal roles.” Although she has no immediate plans to return to the U.K. she is clear that if she does, she will speak to the Ombudsman about future roles. “I would love to return there – and would recommend any talented lawyers to give real thought about pursuing a career there.”

Salowa Khan’s journey highlights the value of career opportunities and adaptability. Her ability to leverage the experience and disciplines that she gained at the Ombudsman has allowed her to thrive in the evolving field of law, proving that a strong foundation can take you to remarkable heights.

About Salowa Khan Salowa Khan holds the position of Paralegal, Director of Litigation Support at a law firm in Colorado. With her roots in U.K. law, she has successfully navigated the transition to the U.S. legal system, gaining experience in civil litigation, consumer law, and a variety of legal fields. She is passionate about learning and expanding her expertise while mentoring others in their legal careers.