Case Studies

In the following case studies, public appointees from diverse backgrounds give their thoughts on the process that led them into their current role.

Nicola Williams, Service Complaints Ombudsman

Nicola Williams began her appointment as the Service Complaints Ombudsman on 1 January 2016 after seeing the office through transition as the second and final appointee to hold the position of Service Complaints Commissioner.

Nicola previously held the post of the Complaints Commissioner for the Cayman Islands from 2009 to 2015, with a remit that extended over 93 government entities.Since 2009, Nicola has also been a Crown Court Recorder sitting on the London and South Eastern Circuit. Between 2004 and 2009, she was a Commissioner at the Independent Police Complaints Commission, with particular responsibility for Kent, Sussex, the Ministry of Defence Police and part of the Metropolitan Police. Prior to this, she was a board member at the Police Complaints Authority from 2001 to 2004.

Between 1985 and 2001, Nicola was a barrister in private practice, practising in a number of fields before the High Court,Crown Court and Court of Appeal, and specialising in Criminal Law, including three successful Commonwealth death penalty appeals before the House of Lords sitting as the Privy Council.

Nicola was the legal expert on BBC World for the OJ Simpson trial verdict in 1995, is a former Chair for the London Regional Advisory Council, BBC and a founder member of the Independent Advisory Group to the Metropolitan Police Service (following recommendations arising from the Macpherson Report of 1999).

Nicola is also a published author.

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