ACSO appoints senior consumer and legal leaders to non-exec roles

ACSO appoints senior consumer and legal leaders to non-exec roles


The Association of Consumer Support Organisations (ACSO), the trade body which represents the interests of consumers in the civil justice system and the organisations who support those consumers, has appointed two heavy hitters from the consumer and legal sectors to be independent advisors on ACSO’s Advisory Committee.

Alex Neill, previously director of policy and managing director of home products and services at Which? UK, and Crispin Passmore, formerly executive director at the Solicitors Regulation Authority, have taken up their new roles with immediate effect and will help shape the strategy for the organisation and provide independent oversight of key decision-making processes.

Charles Layfield, ACSO chair, said: “In Alex and Crispin we are lucky to have two highly experienced individuals in the consumer and regulatory arenas, both of which are at the heart ACSO’s core focus. “They share our fundamental belief that policy, systems and practice on all sides must have the interests of consumers at their heart. “All too often, vested interests from across all aspects of the sector are in the driving seat when it comes to making and managing claims, and unsurprisingly this leads to cynicism among the public and policymakers. “These two appointments underscore our desire to do things differently. ACSO is a body that proactively engages with policymakers, regulators, industry and the media to ensure there is a properly functioning, competitive and sustainable justice system for honest consumers. We must drive best practice into the sector, and eradicate areas of malpractice that exist.”


Crispin Passmore said: “I fully endorse ACSO’s approach. Regulatory authorities face huge challenges to deliver the best consumer protection outcomes; they will welcome constructive engagement from organisations like ACSO that genuinely ‘think customer’ and avoid special pleading.”


Alex Neill said: “Business should benefit society, and not just make profits, especially if those profits risk customer detriment. I’m keen to help ACSO sponsor different ways of thinking about the nature of the contract between companies and their customers so that the reputation of business – so damaged in recent years - can begin to be restored.”

About Crispin Passmore
Crispin has been part of the legal world for more than 25 years, working in public policy and as a regulator. He has engaged with and talked about the profession and legal market with a huge range of law firms and legal businesses. He joined the Legal Services Commission from 2004-2009, culminating as Executive Director, Policy. This was followed by five years as strategy director at the Legal Services Board. He was then executive director at the SRA between 2014-18, before founding Passmore Consulting in 2019.


About Alex Neill
Alex spent 11 years at Which? In a variety of senior roles. She joined the external affairs team and worked her way up to the position of director of policy, campaigns and communications, before moving to become managing director of home products and services in 2016. Previously, Alex worked for the RAC as sponsorship and PR manager. She started her career as a graduate trainee at Aviva in 2003, after graduating from with a law degree from Durham University.


About ACSO
ACSO is a not-for-profit trade association which is supported by more than 30 leading claimant sector organisations. It was established in January 2019 to represent the interests of consumers in the civil justice system and the reputable, diverse range of organisations who are united in providing the highest standards of service in support of those consumers. Its role is to engage with policymakers, regulators, industry and the media to ensure there is a properly functioning, competitive and sustainable justice system for honest consumers.


For more information please contact Ben Welsh 07568 382040