Panel members

Rick Hill MBE (Chair and Member for Northern Ireland)

Following degrees in Applied Maths and Church History, Rick worked as a parish minister for 17 years. He left church work in 2007 to develop a portfolio career. He is Owner/Director of Titanic Gap Ltd, Media Consultancy. He is Deputy Chair of the Independent Press Standards Organisation.

Rick has previously been Chair of Northern Ireland Screen Commission, Chair of The General Consumer Council for Northern Ireland, Chair of Consumer Focus Post and member of the Consumer Focus UK Board, a member of the BBC Audience Council for Northern Ireland and BBC Broadcasting Council for Northern Ireland. He was made MBE for services to Broadcast Media 2014.


Kay Allen OBE

Kay has worked for B&Q, BSkyB and Royal Mail. She has been a Commissioner on the Disability Rights Commission and the Equality and Human Rights Commission. She also served as a NED on the Department for Work and Pensions PDCS Board.

In 2010 she was asked by Downing St to look at Responsible Business Practice of small business as part of the Big Society Team. As a result she created the on line digital platform ‘Trading for Good’ which is now owned by Business in the Community.

She has run her own successful bespoke consultancy for 10 years specialising in Responsible Business and Diversity and Inclusion. A qualified performance coach Kay helps others to succeed. Kay is a Fellow of St Georges House Windsor, A Fellow of the Chartered Institute of Personnel and Development and a Fellow of the Royal Society of Arts. In 2010, she was  awarded an OBE for services to Equality.


Amanda Britain (Member for Scotland)

Amanda has experience spanning research, public services, and organisational change in Scotland.  In all roles, she has championed the interests of people who are socially or economically excluded. She is currently supporting Scotland’s national Technology Enabled Care Programme, is an advisor with Life Changes Trust dementia programme, and an associate with Healthcare Improvement Scotland.

In 2012, Amanda was appointed a Board Member of the Chartered Institute of Housing in Scotland, and in 2016 was elected Chair.  She is Vice Chair of Iriss, a charitable company that aims to build the capacity and capability of the social services workforce in Scotland, and a member of Alzheimer Scotland’s Human Rights and Public Policy Committee.

In parallel, Amanda has chaired the Peter Gibson Memorial Fund, which in September 2016 published Championing Consumers, a history of consumer advocacy in Scotland 1974-2014.


Dr. David Holden

David currently also sits on the Civil Aviation Authority’s (CAA)/HAL Consumer Challenge Board (CCB), tasked with providing scrutiny to ensure that the current £15bn Heathrow expansion plans, regulatory price review and five-year business plan is driven by the understanding and prioritisation of the needs of its current and future consumers. The CCB challenges and scrutinises HAL’s business plan to determine whether it meets the requirement of ‘high quality consumer engagement’.

David has direct and extensive experience of working on large-scale consumer insight projects for Vodafone, BT, O2, EE, France Telecom, 3, Sky, Inmarsat, Talk Talk, Carphone Warehouse, Ericsson, Nokia, Virgin Media, Cable and Wireless and Alcatel.


Chris Holland (Member for England)

Chris Holland was Head of Specialist Dispute Resolution at BT where he was responsible for a wide range of specialist customer service areas, including all aspects of BT’s membership of Ombudsman services: communications. He helped implement the telecommunications ombudsman service (Otelo), and until March 2011 was a non-executive director of the Ombudsman Service Ltd.  He was Chairman of the Otelo Members Board between 2006-2011. Chris held a number of customer services roles in BT, including heading the Chairman and Chief Executive’s Service Office between 1987-2001. He was Chairman of the Postal Redress Scheme (POSTRS) between 2013-2015; and was an organisation healthcheck consultant with Time to Change (a mental health charity).

A qualified counsellor, Chris has done voluntary work with young people. Currently he acts as a consultant across all dispute resolution schemes offered by IDRS Ltd, including the Communications and Internet Services Adjudication Scheme (CISAS); he runs his own consultancy company; and he is a member of the Voice of the Listener and Viewer.  Chris was also appointed as Independent Complaint Reviewer for the Centre for Effective Dispute Resolution (CEDR) in November 2016.


Karen Lewis (Member for Wales)

Karen Lewis  spent the first part of her career as a teacher and lecturer in English and Media before moving into the field of  community development. She then joined  the BBC in Wales, initially to produce Education and Community Action programmes, before becoming  founder Senior Producer of the BBC’s award winning Digital Storytelling initiative ‘Capture Wales’ . She was later appointed Partnerships Manager for Wales, responsible for the BBC's Learning Partnerships, social action campaigns and charity broadcasts in the nation.

She left the BBC to become Director of a Research Centre in the Faculty of Creative Industries at the University of South Wales , where she led a range of research and public engagement projects in the field of digital storytelling, before joining the Wales Co-operative Centre in her current role as Director of Communities and Inclusion. She retains a strong relationship with the University of South Wales, where she is a Visiting Fellow. For the past 12 years Karen has worked in the field of Digital Inclusion, leading on Welsh Government’s Digital Inclusion programmes. She was appointed as a member to Ofcom’s Advisory Committee Wales in 2015.


Richard Spencer

Richard has 30 years’ experience in consumer and SME mobile and fixed telecoms markets in the UK and abroad, most of which was spent at BT. His career has encompassed telecoms pricing, strategy, policy, business ethics and regulation. For the final seven years Richard was Director of Corporate Social Responsibility, playing a key role in architecting the company’s programmes designed to have a positive impact on society and the environment.

Richard holds a degree in History (Manchester), a Master’s in Business Administration (Warwick), and is currently studying for a degree in Theology, Ministry and Mission (Durham). In addition, he has trained as an executive coach.

Richard is a non-executive Director of the East Suffolk and North Essex NHS Foundation Trust and is trustee for a charity in Colchester which provides daytime support to homeless people. He volunteers at a winter night shelter, and supports a charity working with vulnerable young adults.


Craig Tillotson

Craig has enjoyed a successful and varied career over the last 30 years in the telecommunications and payments industries as a business unit leader, board director, strategy consultant and entrepreneur. In 1997 he joined T-Mobile UK as Strategic Development Director. In 2001 he joined Vodafone UK as Product Management Director. In 2003 he became Strategy and Wholesale Director and in 2007 took over the leadership of the UK Consumer Business Unit.

From 2012 to 2018 Craig was the Chief Executive of the Faster Payments Scheme, the UK's world leading realtime bank-to-bank payments system. Craig was also Executive Chairman of Paym, the mobile payments service from 2014 to 2018.

In 2014 he was appointed by the Financial Conduct Authority to be a member of the new Payment Systems Regulator’s statutory Panel, where he served until 2018.

In 2018 Craig became co-founder and CEO of the Smart Request Company Ltd, a FinTech start-up business working to develop the UK's first competitive Request for Payment service.

Craig graduated from Cambridge University with a degree in Computer Science and spent the early part of his career as a strategy consultant with McKinsey & Company. For many years he was a specialist telecommunications reserve officer in the Royal Corps of Signals where he was awarded the Territorial Decoration (TD).


Rick Williams 

Richard Williams is the Managing Director of Freeney Williams Ltd, a disability and diversity consultancy. He is a Chartered Fellow of the Chartered Institute of Personnel and Development, an Associate of both Business Disability International and the Business Disability Forum and is the Chair of Age UK Brighton and Hove.

Rick is an experienced consultant and trainer with expertise in all areas of disability and their impact on individuals and organisations.