Complaints Panel

The Independent Complaints Panel is charged with investigating all complaints that fall within the remit of the Responsible Retailing Code NI.

Secretariat and administrative services for the Independent Complaints Panel are provided by Hospitality Ulster.

Panel Members:

Chairman, Responsible Retailing Code NI
Duncan McCausland - Former Assistant Chief Constable, PSNI

Police Officer with the Police Service of Northern Ireland for almost 30 years, having been an Assistant Chief Constable for the last 9 years before his retirement in April 2011.  He had extensive involvement in the national operation of Association of Chief Police Officers in the UK having been made a life member.  He had, during his career as an Assistant Chief Constable, responsibility for the following areas: Corporate Support; Criminal Justice; Territorial Policing of the East of Northern Ireland and Operational Support.  His role was also central in the delivery of the Patten Change Programme since 2000, part of the Good Friday Peace Agreement in Northern Ireland as well as the effective and efficient delivery of Policing Services with an annual budget of £1.2 billion. He has also advised internationally on policing on a variety of subjects in Iraq, Lebanon, Sri Lanka, Nepal, Bangladesh and the USA.  He is currently a Senior Security and Justice Adviser for DFID, and is on the Northern Ireland Tourist Board, MLK Development Corporation as well as the Oversight Group for Prison Reform.

Vice-Chair, Responsible Retailing Code NI
Colin Mitchell – McCartan Turkington Breen Solicitors

Colin qualified as a solicitor in 1999 and has been a partner in McCartan Turkington Breen Solicitors since 2006.

He is a well-known expert in the field of licensing law in Northern Ireland and is the joint editor of the Guide to Liquor Licensing Law in Northern Ireland published by Hospitality Ulster.

Colin is a former Chair of the Belfast Solicitors’ Association and continues as a member of the executive committee.

Terry Loughins - Former Sponsorship Manager at Diageo

Terry has an extensive career in the licensed trade which began at Scottish & Newcastle brewers where he spent thirteen years before moving to Guinness (now Diageo), where he spent a further twenty four years in various roles including; Sales, Promotions Manager, Events Manager, PR & Trade Relations and finally Sponsorship Manager.

Terry is currently retained by Barclaycard Payment Solutions in the role of Licensed Trade Consultant

Meaghan Lyons – Communications & Development Manager, Historic Royal Palaces

With a background in marketing and public relations, Meaghan has worked in Canada, Northern Ireland and Scotland over the past 17 years. She has experience in both the private and public sectors and her work has included roles with the Government of Canada's Department of National Defence Army Public Affairs, the Canadian Film Centre and the Development and Alumni Relations Office at Queen's University Belfast. In 2019, Meaghan joined Historic Royal Palaces to lead on fundraising and sponsorships in Northern Ireland and the Republic of Ireland for Hillsborough Castle and Gardens.

 

Lynn O’Hara – Senior Manager, Danske Bank

Lynn has over 39 years’ experience in Danske Bank. Her roles have included Branch Manager responsible for Corporate Governance, Sales Development, Staff Development and Business Banking. She has been a Senior Private Banker managing a portfolio of top client of the bank. In 2003 she was seconded to 2013 World Police and Fire Games. She worked across the work streams and was Head of Sponsorship and Income Generation. Lynn was then seconded to work on the Titanic Showdown Carl Frampton world title fight as consultant covering sponsorship and event management. In 2014 Lynn was then seconded from Danske Bank to work as a consultant with the Ulster University Business School. This role encompassed event management, sponsorship, contracts and working closely with the SME centre. Lynn is currently Business Development Manager at Danske Bank.

Rob Phipps – Former head of Health Development Policy Branch at DHSSPS

Rob Phipps has a background in education and public health. He was a post-primary teacher in England for 14 years before moving to Northern Ireland in 1990. Between 1990 and 2003 he worked with the former Northern Health and Social Services Board and the former Health Promotion Agency for Northern Ireland with a specific responsibility for alcohol and drugs issues. In 2000 he gained an MSc in Health Promotion.

In 2003 he joined the DHSSPS where, as Head of the Health Development Policy Branch, he was responsible for policy and strategic development in respect of alcohol and drugs, obesity and health inequalities across Northern Ireland. As part of this work, Rob was responsible for the development of the New Strategic Direction for Alcohol and Drugs (NSD) and, more recently, NSD Phase 2. Rob retired from the DHSSPS in April 2012.

June Trimble MBE - CEO of Youth Action Northern Ireland

June Trimble MBE is Chief Executive of Youth Action Northern Ireland, a leading youth work charity that improves the life chances of over 15,000 young people each year and supports over 250 local youth, community and arts groups, to improve their services for young people. June is Trustee of the Irish Youth Foundation (UK) distributing grants to youth charities across the UK and a public appointment to the Youth Council for Northern Ireland. She was awarded an MBE in 2005, for services to young people in Northern Ireland.

Norman Trotter – Former Commercial Head of the C&C Group operations in NI

Norman Trotter has been involved in the NI business sector for over 30 years, most recently as the commercial head of the C&C Group operations in NI. As part of these operations, he has been a director of C&C Belfast Ltd, Hollywood & Donnelly Ltd and Quinns-Reihill McKeown Ltd. He is a member of the Institute of Directors, the CBI and a former Chairman of the NI Drinks Industry Group.

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Mary Madden CBE

After a long and successful career in the Civil Service spanning over forty years Mary has recently retired. A graduate of Queen’s university Belfast, Mary joined the public sector in 1979 when she qualified as in Solicitor in Northern Ireland. She began her working life in The Crown Solicitors Office where she practised law for 12 years.  In 1992 Mary moved to the Northern Ireland Office where, over the following 21 years, she worked to successive Prime Ministers, Secretary of States and Ministers.  In 2010 Mary was awarded the CBE in the Queen’s New Year's Honours list for her work as political advisor to the Secretary of State.  Mary is married with two grown up children.