Colin Adamson

Born in India and educated in Scotland, Colin Adamson is a leading European specialist consultant in customer service, complaint handling and consumer affairs. He has advised government, public sector organisations as well as major companies and professional bodies in the UK and abroad.


After an initial marketing training with Lever Brothers and Associates, he worked with Consumers’ Association, the publishers of Which?, then in local government and the Office of Fair Trading. He became interested in the idea of representing the customer’s interest within a business and became Consumer Adviser to a multiple footwear retailer – the first appointment of its kind in the UK. In the early 1980s, he became a full-time consultant where an early project was to set up consumer panels for the newly privatised BT. He worked as part of the MAC team setting up the Wandsworth LINk organisation taking special responsibility for the website.


He has undertaken projects to improve customer service and complaint handling with companies in the EC, Eastern Europe, Australia and the Far East in the areas of customer response and service quality. In the UK he organised a series of research studies for a number of Ombudsman offices. He is a founder member and past Chair of the Society of Consumer Affairs Professionals (SOCAP). He currently serves on the Board of SOCAP in Europe and is a fluent French speaker.


He wrote Consumers in Business (NCC, 1982) and contributed to The Guide to Good Corporate Citizenship (Director Books, 1990) and to the Hodder & Stoughton/Consumers’ Association book The Consumer Revolution. He has trained many consumer representative bodies such as Watervoice, the former OFTEL telecommunications advisory committees, Postwatch and the Rail Passengers Council. He writes regularly for our blog and has contributed to other customer service newsletters and publications.


Colin takes the lead in the Partnership’s research projects.  Recent projects include a review of the patient engagement process at a GP practice in SW London for the Department of Health and putting together a training course for GPs in West London on patient engagement as well as researching NHS Commissioners and other stakeholders on patient engagement information. With Partners, he has assisted two London local authorities set up their patient representation bodies.He was the project manager for the design of a website-based product for commissioners of neurological health and social care services.